UKDVDR returns and refund policy

explorerpete

I recently bought some blank DVD`s from UKDVDR in Edinburgh. They were advertised on their site as " Printable " I used my Solo card to pay for them and when they arrived they were in fact NOT "printable" discs. I contacted them immediately to tell them about the problem and after going through their procedure was told to return them using normal Parcel post as they would not consider refunding any other costs. After sevaral days and numerous e-mails, they told me that a refund would be made.Initially the refund was for approximately half of my original order cost and after several more e-mails they refunded the remainder of the order cost BUT not my postage costs for the return of the discs which ammounted to another £6.85.When I asked them about refunding my postage costs they referred me to their terms and conditions , pointing out that they were only liable to refund the original order cost including their delivery charge. Given that the goods were not as described on their site are they not liable for my postage costs?

deanos

Yes you are entitled to your postage costs back as they have supplied incorrect goods, no matter what it says in there t+c it cant overide law.

Have a word with consumer direct or trading standards

explorerpete

Thanks for the advice but so far they have comletely ignored my e-mails. I`ll keep trying. I`m all for internet shopping but incidents like this will make people nervous. What would seem to be their policy is to put people off returning goods due to the relative expense of postage costs. The original order total was only £24.98 so they`ve effectively charged me an extra 25% by not refunding my postage costs.Scale that up if you like!!!

jjames_3

Threaten small claims.

Then get on to Disqworld forums (where they are a sponsor) and give 'em hell.

Stealth on there will ban you, but it may kick the company into patching up the problem.

Then take them to small claims.

explorerpete

Thanks jjames , I`m just about at that point but I`ll give them one more chance! I should say that at no time have they aknowledged that my complaint was valid but presumably the fact that they have given me a refund at all would indicate that it was. One wonders what they they would have done if I WAS being unreasonable,Charged me extra?

jjames_3

In future I'd suggest you use SVP instead.

I know Steve (the owner) from way back, and he's a straight-up honest guy who will do his best to help out wherever he can in my experience.

deanos

jjames wrote: »

I know Steve (the owner) .

Hes not the owner anymore he just sold SVP

explorerpete

Thanks to deanos and jjames. Interestingly I used SVP to obtain the discs I needed with no problems at all and will happily use them again regardless of who now owns them. The discs arrived the following day and were slightly cheaper too!

explorerpete

I have to tell you all that I have resolved this matter with UKDVDR. It wasn`t what I would have liked but nothing in this world is perfect at least not in my experience. For some reason to do with their way of issuing credits they have in their wisdom given me a credit to the value of my return postage costs on my original order which I can deduct from my next order. Well I`ll give it a try and let you all know what happens!!!

Torby

change to SVP after you use the credit returned