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  • FIRST POST
    • Eric777
    • By Eric777 5th Oct 19, 3:45 PM
    • 19Posts
    • 12Thanks
    Eric777
    0 WOW
    Being charged to refund?
    • #1
    • 5th Oct 19, 3:45 PM
    0 WOW
    Being charged to refund? 5th Oct 19 at 3:45 PM
    Can this be legal? My wife bought a garment online from Gudrun Sjoden. It is a poor fit but more importantly the colours are much duller than illustrated online and in their paper catalogue. She chose the garment BECAUSE of the appealing colour. The day it was received (today) she was repackaging it for return when she saw in small print that any refund would be LESS 10! Unless it was an exchange. I thought there were distance selling regulations about garments bought online because the buyer cannot SEE the real thing until it arrives? Or does the small print mean that she is bound by their terms and conditions and has to lose 10 because she is returning it? Any advice would be appreciated. We have searched online for an answer but can only find things related to FAULTY items being returned. This is NOT faulty.
    Last edited by Eric777; 05-10-2019 at 3:47 PM. Reason: mistype
Page 1
    • molerat
    • By molerat 5th Oct 19, 5:41 PM
    • 21,525 Posts
    • 15,780 Thanks
    molerat
    • #2
    • 5th Oct 19, 5:41 PM
    • #2
    • 5th Oct 19, 5:41 PM
    The 10 is the cost of return if you use their label.
    The simplest way of returning items to us is by using the pre-paid return label. For exchanges, we pay the postage, provided that you use the pre-paid return label and return by UPS. You can of course still return items for refund or exchange using another method, but then it is up to you to pay the return postage direct (see Returning via another method below). If you are returning items, the 10 cost of return postage will be deducted during the refunding process except in the case of exchange or complaint.
    You can return it by your own chosen method and not incur the charge.
    Returning via another method – You cannot use the UPS pre-paid return label and it is up to you to pay the return postage direct. You may not return your parcel using COD. Remember that it is you, the customer, who is responsible for ensuring that your returns reach us, so please remember to keep your proof of posting when you are returning items.
    Last edited by molerat; 05-10-2019 at 5:45 PM.
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    • Eric777
    • By Eric777 5th Oct 19, 9:20 PM
    • 19 Posts
    • 12 Thanks
    Eric777
    • #3
    • 5th Oct 19, 9:20 PM
    • #3
    • 5th Oct 19, 9:20 PM
    Thank you. Your reply is confusing. There used to be something called 'Distance Selling Regulations' but I know the title has since changed and I can't trace it. It meant that particularity with clothes, because you couldn't try them on or see them in real life, you could return them free of charge. QVC has recently been exposed as illegally charging for returns. Your reply seems to be saying that if i don't want a 10 charge I must pay for the return? If Gudrun Sjoden take 10 from my wife they have lost a customer. I know some customers order several sizes of a garment and return all but the one that fits. But in my wife's case she just ordered the one item.
    • molerat
    • By molerat 5th Oct 19, 9:40 PM
    • 21,525 Posts
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    molerat
    • #4
    • 5th Oct 19, 9:40 PM
    • #4
    • 5th Oct 19, 9:40 PM
    As long as they inform you that there is a charge then it is all above board. The Consumer Contract Regulations 2013 had this change from the old distance selling regs, too many were taking the mick and costing companies a fortune. You can of course send it back by whichever method you choose at your cost and risk.
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    • sarah1972
    • By sarah1972 6th Oct 19, 8:16 AM
    • 14,137 Posts
    • 43,692 Thanks
    sarah1972
    • #5
    • 6th Oct 19, 8:16 AM
    • #5
    • 6th Oct 19, 8:16 AM
    Thank you. Your reply is confusing. There used to be something called 'Distance Selling Regulations' but I know the title has since changed and I can't trace it. It meant that particularity with clothes, because you couldn't try them on or see them in real life, you could return them free of charge. QVC has recently been exposed as illegally charging for returns. Your reply seems to be saying that if i don't want a 10 charge I must pay for the return? If Gudrun Sjoden take 10 from my wife they have lost a customer. I know some customers order several sizes of a garment and return all but the one that fits. But in my wife's case she just ordered the one item.
    Originally posted by Eric777

    Its all above board, a few companies charge for returns and as long as its in the t&c's its totally above board.

    Cotton Traders for example take 2.95 https://www.cottontraders.com/returns.html

    If I was your wife I would send it back via Royal Mail as it will be cheaper than 10. Although you also need to make sure you are covered in case of parcel loss.
    I'm a Board Guide on all of the Shopping & Freebies Boards http://forums.moneysavingexpert.com/forumdisplay.php?f=5
    I volunteer to help get your forum questions answered and keep the forum running smoothly. Board guides are not moderators and don't read every post. If you spot an inappropriate or illegal post then please report it to forumteam@moneysavingexpert.com (its not part of my role to deal with reportable posts). Any views are mine and not the official line of MoneySavingExpert.com
    • soolin
    • By soolin 6th Oct 19, 8:50 AM
    • 62,825 Posts
    • 45,225 Thanks
    soolin
    • #6
    • 6th Oct 19, 8:50 AM
    • #6
    • 6th Oct 19, 8:50 AM
    Thank you. Your reply is confusing. There used to be something called 'Distance Selling Regulations' but I know the title has since changed and I can't trace it. It meant that particularity with clothes, because you couldn't try them on or see them in real life, you could return them free of charge. QVC has recently been exposed as illegally charging for returns. Your reply seems to be saying that if i don't want a 10 charge I must pay for the return? If Gudrun Sjoden take 10 from my wife they have lost a customer. I know some customers order several sizes of a garment and return all but the one that fits. But in my wife's case she just ordered the one item.
    Originally posted by Eric777
    There has never been a free right to return for change of mind, although many retailers do offer it as a good will gesture.

    Check out the cost of returning it yourself, Royal Mail signed for will cover up to 50 if item is lost, for items more expensive than that you would neeed to use special delivery.
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I volunteer to help get your forum questions answered and keep the forum running smoothly. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
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    • November2
    • By November2 9th Oct 19, 10:00 AM
    • 889 Posts
    • 236 Thanks
    November2
    • #7
    • 9th Oct 19, 10:00 AM
    • #7
    • 9th Oct 19, 10:00 AM
    As you mention the colours are not right why are you not returning as a 'complaint' rather than just as a 'change of mind'? You will have to pay for the return if you just don't want the item, ie it doesn't fit. However if the item does not match the description then you are returning as a 'complaint' and you do not have to pay the postage. Full details should be on the returns note issued with your order.
    • Mistral001
    • By Mistral001 9th Oct 19, 10:23 AM
    • 4,006 Posts
    • 3,063 Thanks
    Mistral001
    • #8
    • 9th Oct 19, 10:23 AM
    • #8
    • 9th Oct 19, 10:23 AM
    The argument here seems to whether the goods are the same as advertised. It might be difficult to win that argument. Colours in photographs often are a little different to the colour of the real thing.
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