Returning Item through Third Party

Quarkrad

I recently purchased a pot of paint via a website, that I now realise is not the actual supplier but an intermediary.  Realising I did not need the paint I logged into my account, apologised, and cancelled the order within hours of placing the order.  A few days later the paint arrived followed by an email saying that the website ship orders as soon as possible to give customers a good service.  Also, they respond to requests (my cancellation) within 24 hours so perhaps the order was dispatched during this period. 

I can send back the item and get a refund but will have to pay for the return and suffer a 15% admin fee.

No doubt the admin fee is somewhere on their website but is not obvious - or the fact that they are an intermediary.  My contract is with this website - do I have to pay this 15% admin fee (looks like a very good business model/scam)?

Alderbank

Whether they are an intermediary doesn't matter.

Does the seller supply both business and retail customers? Restocking fees are common in business contracts. Are they aware that you are a retail customer, a consumer?

You must pay return postage but they can't charge admin or restocking fees to a consumer. They must refund in full. Nothing to do with any T&Cs on their website either, it is your right by statute and can't be taken away by any T&Cs.

PS To be fair it doesn't look like a scam. They have gone to the trouble of selecting the tin from stock, packaging it securely for transit and arranging prompt transport to get it to you quickly, all of which they had to pay for. Even at 15% I don't think there would be much left over after their costs.

RefluentBeans

Also be sure to check who your contract is actually with. With more companies doing direct shipping to consumers from suppliers, the website you ordered off may just be a marketplace and you form a sales contract between you and the supplier. It’s not always the case, but the details in the contract. 

But generally, they can’t charge fees for returns from consumers. But may be a mix up from their supplier. If the supplier isn’t used to dealing with direct to consumers they may not be aware of the protections for consumers. Worth gently reminding them of the case. 

Quarkrad

Thank you for your advise