Debenhams return

PrettyFlowersInThePark

I bought a dress for my daughter. When we tried it on her the sleeves were ridiculously long and the waist was too high and tight. The whole thing was out of proportion.

There was a returns label/form in with the dress. I wanted to tick  "not fit for purpose" but it was not an option on the form.

So I ticked reason code 02 "does not fit properly and wrote on it  "does not fit properly waist too high, sleeves too long".

Then I sent it back.

I then emailed and asked when I would get a refund. Eventually they sent an email saying when I'd get it. Paypal email arrives but they have deducted £1.99 from the refund.

When I queried this I was told "Thanks for letting me know you have not been refunded fully.
I can confirm the 1.99 return charge has been subtracted from your item refund. As you did not make us aware of the issue with your item before it was returned, we have no proof of the fault and therefore cannot refund the return charge, your refund is correct."

But Nowhere in my order email, or the returns form does it say I have to contact them before sending it back. Not does it mention a charge of £1.99 will be taken from a refund.

Is it legal of them to do this?

Thank you for any responses!

eskbanker

You might want to read this other recent thread in similar territory:

https://forums.moneysavingexpert.com/discussion/6583521/warning-on-debenhams-returns

Essentially their stance is that they reserve the right to charge postage for 'change of mind' returns even though they're not entitled to do so for 'faulty product' ones, so they're treating yours as the former rather than the latter....

PrettyFlowersInThePark

Thank you. Does that mean I don't have a leg to stand on?

What proof could I possibly have sent? I wouldn't send a photo of my daughter wearing their dress!!

PrettyFlowersInThePark

Just noticed this gem on their returns form. Well how are returns free when you get charged £1.99?

eskbanker

PrettyFlowersInThePark said:

Thank you. Does that mean I don't have a leg to stand on?

What proof could I possibly have sent? I wouldn't send a photo of my daughter wearing their dress!!

It comes down to establishing whether or not the item was objectively non-conformant, and in the case of something like clothes fitting then people are always going to be different shapes and sizes, and will suit different cuts and styles.  Was the dress clearly different from its illustration on their website?

ButterCheese

It is wrong that they state free delivery but then charge you.  but in the bigger picture, what are you going to do?  In some cases this is the price we pay for not trying things on in a shop and opting for delivery.  I'm not blaming you, I detest the principles that some of these companies work to, butdo you have the energy to fight it over £1.99?  And even if they give your £1.99 back, the next customer will suffer the same fate.  It would be more beneficial to boycott Debenhams and maybe see if they have a FB page where you could direct your complaint more publicly and demand an explanation.  At least a few others might see it