Online retailer charging 'admin fee' to refund returned goods

ShoeShopper2000

I recently purchased some shoes from a UK based online retailer. It said very clearly 'free returns' so I ordered thinking I was ok to return the shoes (that are not available in shops) if they did not fit. 
Unfortunately they did not fit (although were lovely) so I returned them fairly promptly using the free label provided. When the retailer acknowledged receipt of the shoes, they advised they would be processing my refund (as requested on the returns form) back to my original payment method (credit card) less an Handling Fee that is only charged for refunds. Having dipped into their website further, it does say this but I was lulled by the Free Returns banner at the top. Technically the return was free, it is the refund that is being penalised (I could have a store credit for the total amount). It is only £2.50 but I feel slightly narked. 
Is this a valid charge?

eskbanker

If it really was a UK based retailer (many pretend to be) then you have the statutory right to cancel the contract for a full refund, but that's a separate right from the retailer's own return/refund policy, so you may have followed the latter, even if inadvertently.

Which retailer is it?

ShoeShopper2000

eskbanker said:

If it really was a UK based retailer (many pretend to be) then you have the statutory right to cancel the contract for a full refund, but that's a separate right from the retailer's own return/refund policy, so you may have followed the latter, even if inadvertently.

Which retailer is it?

We are SANS MATIN LTD, a company registered in England and Wales under company number 1155029 and with our registered office at Great Western Studios, Studio 213, 65 Alfred Road, London, W2 5EU, UK. We operate the SANS MATIN website <link>.

ShoeShopper2000

Sorry - I can't post a link as a newbie. 
I did follow their return process rather than 'cancelling' which I think is possibly more beneficial (having dug around a bit!)?

DullGreyGuy

ShoeShopper2000 said:

I recently purchased some shoes from a UK based online retailer. It said very clearly 'free returns' so I ordered thinking I was ok to return the shoes (that are not available in shops) if they did not fit. 
Unfortunately they did not fit (although were lovely) so I returned them fairly promptly using the free label provided. When the retailer acknowledged receipt of the shoes, they advised they would be processing my refund (as requested on the returns form) back to my original payment method (credit card) less an Handling Fee that is only charged for refunds. Having dipped into their website further, it does say this but I was lulled by the Free Returns banner at the top. Technically the return was free, it is the refund that is being penalised (I could have a store credit for the total amount). It is only £2.50 but I feel slightly narked. 
Is this a valid charge?

Are you sure the return is free? As you arent alleging the products were faulty they are entitled to make you carry the cost of the return. Some do this by telling you to buy your own postage, some of them do it buy paying for the postage but refunding less the postage cost. 

If you ordered on an enhanced delivery they can also refund less the additional cost of the faster original delivery. 

A link to the company would help as all the above assumes English or Scots law applies and we see many cases on here where the vendor is actually overseas. 

born_again

Take it this is the retailer

https://sansmatin.co.uk/

As someone ese, did you pay extra for faster delivery?

Interesting to note that they can not even get thier company number correct

https://find-and-update.company-information.service.gov.uk/company/11550297

company number 1155029 

ShoeShopper2000

DullGreyGuy said:

ShoeShopper2000 said:

I recently purchased some shoes from a UK based online retailer. It said very clearly 'free returns' so I ordered thinking I was ok to return the shoes (that are not available in shops) if they did not fit. 
Unfortunately they did not fit (although were lovely) so I returned them fairly promptly using the free label provided. When the retailer acknowledged receipt of the shoes, they advised they would be processing my refund (as requested on the returns form) back to my original payment method (credit card) less an Handling Fee that is only charged for refunds. Having dipped into their website further, it does say this but I was lulled by the Free Returns banner at the top. Technically the return was free, it is the refund that is being penalised (I could have a store credit for the total amount). It is only £2.50 but I feel slightly narked. 
Is this a valid charge?

Are you sure the return is free? As you arent alleging the products were faulty they are entitled to make you carry the cost of the return. Some do this by telling you to buy your own postage, some of them do it buy paying for the postage but refunding less the postage cost. 

If you ordered on an enhanced delivery they can also refund less the additional cost of the faster original delivery. 

A link to the company would help as all the above assumes English or Scots law applies and we see many cases on here where the vendor is actually overseas. 

I used a shipping label (Post Office) that they provided which didn't charge me. Their T&Cs say very clearly that returns are free (and they have already confirmed that they have received the goods in satisfactory condition and will process the refund - on the 22nd Nov - still waiting for the actual £ back though).

T&Cs say:

All return policies only apply to SANS MATIN footwear - all accessories are not subject to free returns. You have the right to return your order for any reason from the date you receive your order until 30 days* post fulfilment date.

* For orders placed between November 1st and January 31st we offer an extended 60-day return window.

*If you bought your shoes via pre-order, your 30-day returns window is from the date the shoes are shipped to you and not from the date of the order.

If you have been charged for the items, you will receive a refund once the products are received at our warehouse (please allow up to 5 working days for the processing of your return(s)) minus a £2.50 handling and processing fee if the return if for a refund. If you have requested for an exchange, we will process your return (please allow up to 5 working days) and replacement(s) will be re-shipped to you free of charge as soon as possible. Should you choose to keep certain items and only partially return your order, the cost will not be refunded. Any returned item(s) must be returned in the shipping box that was used to deliver the item(s). If you return the item(s) using another shipping box, we will be unable to track the location and ID of the returned goods and so will be unable to refund your order.

A refund can only be sent to the original payment method. If you no longer have access to that payment method, then you will need to contact the bank or agency for the original payment method to claim the funds after the refund is sent.

Before returning your item(s), please ensure you have filled out the returns form received with your order to ensure that the return can be processed. Failure to do so may result in the refund not being able to be processed as we will not be able to track who has returned the item(s).

Once your returned item(s) has arrived at our warehouse, we ask for up to 5 working days to allow the return to be processed.

ShoeShopper2000

born_again said:

Take it this is the retailer

sansmatin.co.uk/

As someone ese, did you pay extra for faster delivery?

Yes this is the retailer, thanks. 
Did not pay for any expedited delivery. Their T&Cs very clearly say the £2.50 charge is a handling and processing fee only levied if I want a refund (store credit get the full amount). 

Okell

In order to benefit from your statutory right to cancel a distance contract under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have to clearly inform the retailer within 14 days of delivery that that is what you're doing.

If you do that then you are entitled to a full refund if they advertise that cancelled returns are "free".

However, if you haven't done that and you have simply returned the goods under their own returns policy, then you are caught by whatever the terms of that policy say - including admin fees.

But there's nothing to stop you arguing with them that you did in fact intend to cancel under the Regulations and you simply didn't express yourself clearly.  If you don't ask you can't get...

(Top tip:  when purchasing online etc always say you are cancelling under the above Regulations if you return the goods for a change of mind etc, unless you are satisfied that the traders own returns policy is more favourable to you.  eg a longer cancellation period or whatever)

TELLIT01

I realise the OP may consider it a point of principle but is spending time chasing a £2.50 refund, which the T&C clearly states will be charged if a refund is requested, really worth the time and effort?

GDB2222

TELLIT01 said:

I realise the OP may consider it a point of principle but is spending time chasing a £2.50 refund, which the T&C clearly states will be charged if a refund is requested, really worth the time and effort?

I had the same with Rohan. I returned some goods, and they paid for the return costs, but they didn’t refund £3.25 of what I paid them. 

The £3.25 was the amount I had paid for postage on the original order. If you buy enough stuff, they waive that postage cost, and any returns will be refunded 100%. So, I have learned what I need to do when shopping at Rohan. Namely, buy loads more stuff than I want, and then return the excess. What a daft world we live in.