Distance Selling Regulations refund postage?

[pete12345]

Distance Selling Regulations refund postage?

Hi,

If a customers decides to return an product for a refund, do we also have to refund the postage costs? What is the law from Distance Selling Regulations?

Thanks in advance..

 

[vvaannmmaann]

What have you written in your Terms and Conditions?

Read this!
http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft913.pdf

 

[pete12345]

In our terms and conditions, we stated that we do not refund postage costs.

But would like to know the actual proper law, can a customer really demand a postage refund? As we feel this is really unfair and it comes directly out of our pocket for an "as described" product.

 

[alanc]

Why don't you read them? You really should do if you're selling online or by post.

http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf

And yes, you have to refund their outbound postage costs (their return costs depends on what you have written in your T's and C's)

 

[alanc]

As we feel this is really unfair and it comes directly out of our pocket for an "as described" product.

The DSRs aren't designed to protect you, they are designed to protect the consumer. And yes, they are very unfair (compared with the returns to a B&M shop)

 

[vvaannmmaann]

OP how long have you been running this business?

 

[hedmond]

I have recently purchased an item that was returned, but the seller deducted the outgoing postage costs. I acted reasonably by paying for the return postage.

I have complained, but the seller has refused to refund the postage costs. As I see it, I have paid postage twice for an item that I did not even retain and the seller has paid no postage at all, even though it is their choice to operate an online business, for which postage is an integral part of their costs.

If I had known I would be cheated out of the return postage I would not have returned the item, and sold it on myself, to minimise my losses. But I relied on the law, which would ensure that I received a full refund, not a part refund.

Despite these facts, the seller has refused on 3 occasions to refund the costs, acting totally unreasonably and refusing to co-operate.

Can you please advise what action I am able to take to resolve this situation? Obviously the sum involved is fairly low but is totally a matter of principle as I feel completely cheated.

Thank you

 

[Deleted member 159210]

Hi there.

Exactly the same thing happened to me and would be really happy for any help. Did you manage to solve yours?

Kind Regards
Richard

I have recently purchased an item that was returned, but the seller deducted the outgoing postage costs. I acted reasonably by paying for the return postage.

I have complained, but the seller has refused to refund the postage costs. As I see it, I have paid postage twice for an item that I did not even retain and the seller has paid no postage at all, even though it is their choice to operate an online business, for which postage is an integral part of their costs.

If I had known I would be cheated out of the return postage I would not have returned the item, and sold it on myself, to minimise my losses. But I relied on the law, which would ensure that I received a full refund, not a part refund.

Despite these facts, the seller has refused on 3 occasions to refund the costs, acting totally unreasonably and refusing to co-operate.

Can you please advise what action I am able to take to resolve this situation? Obviously the sum involved is fairly low but is totally a matter of principle as I feel completely cheated.

Thank you

 

[vvaannmmaann]

OP is two years old.I imagine it's resolved by now.

 

[Deleted member 159210]

the last reply was on 12th of July this year. that is not 2 years. The question was to ''hedmond''.....

 

[Talay]

I had some clown of a company try to rob me through Amazon Marketplace but Amazon stepped in to resolve that one and saved me having to issue a chargeback on my credit card.

I'd issue a letter before action and then put them in court via MCOL. Check them out beforehand though as they may have a history of phoenixing their companies and setting up again.

 

[Anonymouse72]

the last reply was on 12th of July this year. that is not 2 years. The question was to ''hedmond''.....

click on 'view profile' for Hedmond, he/she hasn't been online again since that post. have you tried asking for help on MSE ?

 

[internetspaceships]

the last reply was on 12th of July this year. that is not 2 years. The question was to ''hedmond''.....

Yeah and he made 1 post to the forum in July. Whilst he might pop back to specifically answer your enquiry having read his message log, he equally might not.