Catalogue company rip-off!

tightasaduck's

I returned an item to a catalogue company before Christmas. After several 0870 phone calls when my account wasn't credited, they eventually sent me a voucher for 50% of the cost of the article. They claimed, as it was not returned within 14 days of receipt, they were deducting 50%.

Surely this is illegal?

Their website states that they reserve the right to charge £4.95 for an item returned late.

Where do I go from here? Any ideas? What are my rights?

tightasaduck's

I'll take that as a 'No' then, shall I?

Alfie_E

Why did you return it? Wasn’t it what you ordered? Was it faulty when you got it? Did it soon become faulty? If you returned it because of any of those, you’re entitled to have all your money returned.

If the only reason you returned it was because you decided you didn’t want it, it’s more complicated. Your minimum rights are given in The Consumer Protection (Distance Selling) Regulations 2000. They don’t require you to get it returned within a fixed period of time. That would be unfair, as things get delayed in the post all the time. However, they do require that you do something. You must tell the company that you don’t want what you’ve bought. You must do this in writing, within seven working days after receipt. Working days are Monday to Friday, not including public holidays. If you sent them a letter, a fax, an email or a message through their website, within seven working days, telling them that you didn’t want what you’ve bought, you’re also entitled to have all your money returned.

They’re your minimum rights. It doesn’t stop a company offering you something better. If the website implies that the only cost to you for a late return would be £4.95, they really need to stick to that.

If you paid by a credit card or Visa debit card, you can try contacting your bank or building society. This would be most likely to be successful if the company has failed to give you your minimum legal rights. An alternative would be contacting Consumer Direct or your local Trading Standards. They might be best, if the company isn’t sticking to anything extra they promised.

Even if you failed to meet the deadline in the Distance Selling Regulations, the company can’t simply decide they’re going to give you a 50% credit note and take your purchase off you. As you’ve failed to cancel the purchase, then, technically, the item is still your property.

tightasaduck's

Alfie

Many thanks to you for taking the time to reply and for such a comprehensive response.

The item was returned as I was unhappy with the quality and did not think that it represented value for money.

I have now written to the company asking for an explanation as to how they can justify a 50% penalty and also referring them to the relevant section in their Returns policy which states:

'If, in our sole discretion, we decide to accept a late return of goods from you, we reserve the right to make a charge of £4.95 to cover the cost of processing the late return.

Butlers1982

did you advise them that you were returning the item?(which is the returns policy)

How did you return the item?(do you have proof)

If you returned an item without notifying them after 14 days, they do not have to refund you the full amount- as stated in their Terms and conditions

ianian99

how much was the item and when did you return it (was it within 14 days?)