Charge for returning faulty item?

catswhiskers4

Yours Clothing want to deduct £1.99 from my refund for returning a pinafore with a fault in the material. Can they do that? I would have kept it if not faulty. Weird stripe right through one part of it.

eskbanker

Assuming they're subject to UK consumer rights legislation then they're obliged to refund in full.

catswhiskers4

Thank you. I thought that was the case, but wanted to double check. To create a return label I need to tick to agree to the fee, but I'm not doing that. They can't restock it, it's faulty. I've emailed customer services

Ergates

Did you make it explicitly clear you were returning it because it was faulty?

Okell

https://forums.moneysavingexpert.com/discussion/comment/82186510#Comment_82186510

Good question.

If the seller is yoursclothing.uk then their T&Cs seem to be compliant with the CCRs and make it clear that if you are cancelling an order you will be charged a "returns cost" of £1.99 for up to 6 items plus £1 for each additional item. (Although I'm interrsted to see that in their online form the OP has posted the seller calls it a "restocking fee" and not a "returns cost". Shooting themselves in the foot?)

@catswhiskers4 - so long as you made it clear to the seller that you were returning a faulty item then under the Consumer Rights Act 2015 the seller must bear the return cost [ s20(8) ] and they are not permitted to charge a restocking fee [ s20(17) ]