Misleading returns cost

Bishi

I recently returned a pair of shoes to Penelope Chilvers as they were too big. Their website states that there will be a £3 deduction from all returns to help cover some of the costs incurred. They provided a prepaid label and I returned my goods accordingly. However, once I received my refund they had deducted £8. When I queried this with their customer service I was told that "We do not refund the £5 shipping fee on all return orders", meaning (I assume) that they charge for the cost of the return plus the £3 fee mentioned on their website. My quibble with this is that I feel their website does not fairly represent this it only mentions the £3 deduction, and one would usually assume that a prepaid returns label is free unless explicitly mentioned otherwise. Do I have grounds for making a more formal complaint?

Penelope Chilvers Returns | The Official Store

Many thanks

marcia_

they dont have to pay for the return even if they provide the label. But the extra £3 I'm sure is not allowed

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/81877319#Comment_81877319

The extra £3 wouldn't be allowed if OP was exercising their statutory rights to cancel the contract, but a retailer's own returns policy is a different story and can include pretty much anything they like.

swingaloo

You dont get charged for the return as its a pre paid label but you dont get a refund on the postage you paid to have the item sent out to you. A lot of companies now do not refund that

the_lunatic_is_in_my_head

Did you pay for express delivery OP? If not point them to their own terms:

https://penelopechilvers.com/eu/terms-conditions/

If you informed us and returned the entire order, we will refund the cost of the item/s plus any basic delivery charges that were made at the time of purchase. If you paid extra for express delivery, you will only be refunded the basic delivery charge.

sheramber

Why We're Making This Change 

Returns carry an unseen environmental impact, with each one requiring transportation, handling, and repackaging.  

While we will continue to cover the majority of the cost, this £3 contribution helps us maintain the quality and craftsmanship you expect while encouraging more mindful purchasing. Thank you for your continued support in making considered choices.

PragmaticMoneySaver

https://forums.moneysavingexpert.com/discussion/comment/81877330#Comment_81877330

Wrong! They are quite able to charge for the return postage but if cancelling in accordance with statutory rights they absolutely DO have to refund the standard outgoing postage cost (but not any 'express' postage)

the_lunatic_is_in_my_head

Worth a note here, their T&Cs section detailing the right to cancel does not say the consumer is to bear the return cost so if one were to cancel under the regs that particular retailer is obligated to pay the return.

I expect they will say OP used their store policy yet their store policy says:

We regret to inform you that we do not offer a free return service for EU and ROW purchases

So it is free for the UK right?

But then it says contact customer service for the cost of a collection.

Yet another company that doesn’t seem to know it’s bum from its elbow but will no doubt have much to say about why OP can’t have their £5 or £8 back.

born_again

https://forums.moneysavingexpert.com/discussion/comment/81877892#Comment_81877892

Except we do not know if the OP paid for faster delivery, which would allow the company to withhold that cost over std cost.

Bishi

I'm back to report success thanks to @the_lunatic_is_in_my_head I quoted their own T's and C's at them and have just received a reply saying 'on this occasion we are happy to refund the cost of shipping', plus a refund of the £5 (I did pay for standard shipping, not express). I have to say I did not expect it to work!

I wonder if I should point them to this forum as it is obviously full of people with a lot more expertise than whoever is advising their company…

Thanks again everyone for your help.