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    • purplethreads
    • By purplethreads 27th Jul 18, 1:17 PM
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    purplethreads
    Charging for postage for return of goods not as described
    • #1
    • 27th Jul 18, 1:17 PM
    Charging for postage for return of goods not as described 27th Jul 18 at 1:17 PM
    This week I ordered online some skeins of thread (i.e. one long length of thread). Bags of cut lengths were supplied instead. The website clearly describes skeins and does not mention that they will substitute bags of cut lengths.

    Their return policy means that I have to pay shipping to return them. Is this right?
    Last edited by purplethreads; 27-07-2018 at 1:17 PM. Reason: added detail
Page 1
    • unholyangel
    • By unholyangel 27th Jul 18, 1:20 PM
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    • #2
    • 27th Jul 18, 1:20 PM
    • #2
    • 27th Jul 18, 1:20 PM
    Are you sure the returns policy doesn't relate to change of mind returns? Have you spoken to the retailer at all?

    Would you mind providing a link to the T&C's so I can have a look over them and see?
    Money doesn't solve poverty.....it creates it.
    • purplethreads
    • By purplethreads 27th Jul 18, 4:23 PM
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    purplethreads
    • #3
    • 27th Jul 18, 4:23 PM
    • #3
    • 27th Jul 18, 4:23 PM
    I am in contact with the owner. The only thing that has been mentioned is refund of the costs of the skeins upon return.

    The website states that
    "Returns Policy

    We comply with ecommerce and mail order legislation and, with prior agreement, goods may be returned at your expense. We advise sending returned goods via Signed For delivery as we cannot accept responsibility for goods lost in transit. They must be unopened and in a saleable condition and, if acceptable, will be refunded (excluding shipping charges) to the original card-holder's account. "

    So I'm currently wondering if I should be pushing for a refund of my postage costs.
    • theonlywayisup
    • By theonlywayisup 27th Jul 18, 5:08 PM
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    theonlywayisup
    • #4
    • 27th Jul 18, 5:08 PM
    • #4
    • 27th Jul 18, 5:08 PM
    I did wonder if that was a change of mind returns policy, but having read the site [spinning jenny] it is all very amateurish.

    Have you actually been in touch with them to explain the issue, explicitly saying the items are not what you ordered? Have you queried the returns postage?
    • purplethreads
    • By purplethreads 27th Jul 18, 6:18 PM
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    purplethreads
    • #5
    • 27th Jul 18, 6:18 PM
    • #5
    • 27th Jul 18, 6:18 PM
    One of the drawbacks of dealing with small businesses is that things can be rather amateurish.

    I have been in touch and have received explanation as to why the cut threads were sent. The offer was to refund the threads only

    I haven't replied yet as I was wondering if I should push on a refund of the postage.
    • theonlywayisup
    • By theonlywayisup 27th Jul 18, 7:06 PM
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    theonlywayisup
    • #6
    • 27th Jul 18, 7:06 PM
    • #6
    • 27th Jul 18, 7:06 PM
    One of the drawbacks of dealing with small businesses is that things can be rather amateurish.

    I have been in touch and have received explanation as to why the cut threads were sent. The offer was to refund the threads only

    I haven't replied yet as I was wondering if I should push on a refund of the postage.
    Originally posted by purplethreads
    As the threads being cut wasn't part of the contract, they need to understand that they need to be refunding your original payment in FULL and the returns postage. That isn't a goodwill gesture, that is legislation.

    Perhaps link them to this thread or the CCR.
    • unholyangel
    • By unholyangel 28th Jul 18, 3:00 PM
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    • #7
    • 28th Jul 18, 3:00 PM
    • #7
    • 28th Jul 18, 3:00 PM
    One of the drawbacks of dealing with small businesses is that things can be rather amateurish.

    I have been in touch and have received explanation as to why the cut threads were sent. The offer was to refund the threads only

    I haven't replied yet as I was wondering if I should push on a refund of the postage.
    Originally posted by purplethreads
    Unless you agreed to return rejected goods, your only obligation is to make them available for collection and take reasonable care of them. Even if you did agree to return rejected goods, the retailer is liable for the cost involved in doing so.

    I have to say, the T&C's of this business very likely amount to a criminal offence under the CPRs. Their T&C's are a smidgen off delusional and are definitely not compliant with current consumer legislation and nor would it be complaint under the old legislation either.
    Money doesn't solve poverty.....it creates it.
    • purplethreads
    • By purplethreads 7th Aug 18, 11:51 AM
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    purplethreads
    • #8
    • 7th Aug 18, 11:51 AM
    • #8
    • 7th Aug 18, 11:51 AM
    The retailer is surprised that I asked for return postage. Can somebody please point me towards exact piece of legislation I need to quote?
    • unholyangel
    • By unholyangel 7th Aug 18, 12:53 PM
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    unholyangel
    • #9
    • 7th Aug 18, 12:53 PM
    • #9
    • 7th Aug 18, 12:53 PM
    The retailer is surprised that I asked for return postage. Can somebody please point me towards exact piece of legislation I need to quote?
    Originally posted by purplethreads
    Look at this legislation under section 20, paragraph (8):

    (8)Whether or not the consumer has a duty to return the rejected goods, the trader must bear any reasonable costs of returning them, other than any costs incurred by the consumer in returning the goods in person to the place where the consumer took physical possession of them.
    Money doesn't solve poverty.....it creates it.
    • purplethreads
    • By purplethreads 7th Aug 18, 2:34 PM
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    purplethreads
    Great. Thank you very much.
    • Supersonos
    • By Supersonos 7th Aug 18, 4:31 PM
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    Supersonos
    The retailer is surprised that I asked for return postage. Can somebody please point me towards exact piece of legislation I need to quote?
    Originally posted by purplethreads
    https://www.which.co.uk/consumer-rights/advice/i-want-to-return-something-bought-online#returning-faulty-goods-bought-online

    "Any terms and conditions that say you must cover the cost of returning an item don't apply where the goods being returned are faulty [or not as described]."
    • Supersonos
    • By Supersonos 7th Aug 18, 4:35 PM
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    Supersonos
    One of the drawbacks of dealing with small businesses is that things can be rather amateurish.
    Originally posted by purplethreads
    We ended up in court with a retailer who wouldn't collect faulty and not as described goods, saying we had to return them before he'd refund us. No amount of emails, photos, links to legislation etc. helped - he just wouldn't accept he had to cover the cost of returning the goods.

    The judge gave him a stern ticking-off for letting it get to court and made clear he needed to make himself familiar with consumer rights. We got our refund, over 800 of costs and he never came and collected the goods (which we have repaired for a small cost and now use).

    Good luck, but don't give up!
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