AX Paris breaking consumer law 09/25

EJ20x

AX Paris are breaking consumer law under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 as they are not able to charge any processing fee or return fee within the 14 day cooling off period, however despite this being flagged to them they are continuing to charge consumers. 

If this has happened to you please call citizens advice and log with trading standards. 

Okell

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 require that the consumer clearly inform the trader that they are cancelling the contract - not just return the goods.

Did you?

(I ask because you haven't explained anything about the circumstances)

salsa2

IOkell said:

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 require that the consumer clearly inform the trader that they are cancelling the contract - not just return the goods.

Did you?

(I ask because you haven't explained anything about the circumstances)

I wonder as AXParis along with many retailers, the returns process is through Returns Portal, so you have to go through that to get a QR code usually, in order to return it. By processing the code isn’t the retailer automatically accepting the return?

Okell

salsa2 said:

IOkell said:

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 require that the consumer clearly inform the trader that they are cancelling the contract - not just return the goods.

Did you?

(I ask because you haven't explained anything about the circumstances)

I wonder as AXParis along with many retailers, the returns process is through Returns Portal, so you have to go through that to get a QR code usually, in order to return it. By processing the code isn’t the retailer automatically accepting the return?

Well it depends.

AXParis may have their own extra-statutory returns policy which allows them to charge a processing or returns fee.

Unless a consumer clearly informs AXParis that they are cancelling the contract then - technically - AXP can apply their own returns policy, and if that policy allows them to charge a fee, charge a fee.