AO return policy

mikrt

I'm posting on behalf of my daughter, who today took delivery of a Philips TV, bought online from AO.

It isn't what she wants (apparently some sizes of this model can have apps added via google, but this only has a few pre-installed, unable to add more (confirmed with Philips CS))

I told her too buy as much as she could for her new house online as she'd have more rights.

She contacted AO within a few hours of delivery about a return, and they want to charge her 20% restocking fee, reduced to 10% if she re-orders from them.

I think they're alluding to their 30 day returns policy, whereas the 14 day distance selling should be used.

I intend calling them back, with her in attendance, to ensure the 14 day cooling off is quoted. 

But I'd be happier I've got my facts right here first please.

Also, I cannot see any return/collection fees mentioned in their T&Cs, what should these be, the same as delivery, which was £20?

Thanks in advance. 

screech_78

They can’t charge a restocking fee.

If cancelling under their policy, their website states there is a charge of £49.99 for TV’s. They’re allowed to charge.

If cancelling under your statutory rights, you’re responsible for returning the TV and any associated charges. 

Okell

Your daughter needs to make it clear to AO that she is exercising her statutory right under regulation 29 of the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk) to cancel the contract.  She is not using their own returns policy.

Regulation 34(8) specifies that the seller must not charge the consumer any fee in respect of the cancellation and refund.

Okell

screech_78 said:

... If cancelling under your statutory rights, you’re responsible for returning the TV and any associated charges. 

Is that the case here?  The OP appears to be saying that AO don't make any mention of return fees in which case AO should be reponsible for them?

(NB - I haven't checked AO T&Cs so you may be right.  I'm just going by what the OP said...)

screech_78

Okell said:

screech_78 said:

... If cancelling under your statutory rights, you’re responsible for returning the TV and any associated charges. 

Is that the case here?  The OP appears to be saying that AO don't make any mention of return fees in which case AO should be reponsible for them?

(NB - I haven't checked AO T&Cs so you may be right.  I'm just going by what the OP said...)

They do. It’s in their terms and lists the charges for different appliances. 

the_lunatic_is_in_my_head

£25 to collect a kettle? 

That said if they are collecting it with their own people £50 for a TV isn't bad. 

As above OP  

Okell said:

Your daughter needs to make it clear to AO that she is exercising her statutory right under regulation 29 of the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk) to cancel the contract.  She is not using their own returns policy.

screech_78

the_lunatic_is_in_my_head said:

£25 to collect a kettle? 

That said if they are collecting it with their own people £50 for a TV isn't bad. 

As above OP  

Okell said:

Your daughter needs to make it clear to AO that she is exercising her statutory right under regulation 29 of the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk) to cancel the contract.  She is not using their own returns policy.

I agree that’s excessive. 

the_lunatic_is_in_my_head

screech_78 said:

the_lunatic_is_in_my_head said:

£25 to collect a kettle? 

That said if they are collecting it with their own people £50 for a TV isn't bad. 

As above OP  

Okell said:

Your daughter needs to make it clear to AO that she is exercising her statutory right under regulation 29 of the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk) to cancel the contract.  She is not using their own returns policy.

I agree that’s excessive. 

I wonder if they use their own people for collecting everything and send 1 person for small items and 2 people for large items?

RefluentBeans

the_lunatic_is_in_my_head said:

screech_78 said:

the_lunatic_is_in_my_head said:

£25 to collect a kettle? 

That said if they are collecting it with their own people £50 for a TV isn't bad. 

As above OP  

Okell said:

Your daughter needs to make it clear to AO that she is exercising her statutory right under regulation 29 of the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk) to cancel the contract.  She is not using their own returns policy.

I agree that’s excessive. 

I wonder if they use their own people for collecting everything and send 1 person for small items and 2 people for large items?

If I remember correctly, I think they offer ‘free returns’ as a 5* member. But I think for small deliveries they just ask you take it to a collection point (but this was a few years ago, so policies may have changed). 

screech_78

the_lunatic_is_in_my_head said:

screech_78 said:

the_lunatic_is_in_my_head said:

£25 to collect a kettle? 

That said if they are collecting it with their own people £50 for a TV isn't bad. 

As above OP  

Okell said:

Your daughter needs to make it clear to AO that she is exercising her statutory right under regulation 29 of the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk) to cancel the contract.  She is not using their own returns policy.

I agree that’s excessive. 

I wonder if they use their own people for collecting everything and send 1 person for small items and 2 people for large items?

Only thing I can think of. We would use Evri or DPD for small items and there’s no charge. We do charge £30 for the return of large items (change of mind only) as it’s our own fleet and comes at a cost. I’ve never used AO though so I have no idea. 

mikrt

Thanks all for your input.

I can now see the return cost @ £49.99 in the 30 day return page. I didn't catch that before, thanks.

I remember now, they told her the 20% restocking fee was because the item was "used", even though all she'd done was turn it on, and noticed straight away the apps and whole menu layout was different to what she was expecting. No shrink wrap or anything removed.

But this is no more than what would have happened in a shop demo, so I don't believe this should make any difference. Is that correct?

I won't be able to call them with us together until Saturday now, so I'll feedback results then.

One thing I will mention to them, regarding the collection fee, is that she has another AO delivery of fridge/freezer due next Wednesday, so I'll ask nicely if they might wave the charge. I very much doubt it, but no harm in trying.

Thanks again