No returns policy

[Jamie Boulton]

Hello,

I'm just after some advise, I am an online retailer. We sell a small selection of high value items that are ordered in per order for our customers. Once we place the order we are unable to return the item to the supplier. Is there any form of contract I can ask the customer to sign to advise that they are unable to return to us unless faulty etc?

Thanks

 

[intheTRADE]

Is this B2B or B2C?

 

[Jamie Boulton]

Hello,

B2B when I order from the supplier, I have buy on the understanding that I can't return the item. I am looking for something for our B2C that I can pass on if you understand what I mean?

 

[finleydesign]

No, thats completely against the sales of goods act, customer can return them for whatever reason they want within 14 days.

As above though if you sell to a business then it's a different contract as such, as they are not deemed as a consumer

 

[WebshopMechanic]

Not really unless this is a custom-made product.

If the product is a standard product and you have ordered it in especially then it's just your business model, not the customer's fault because they think they are getting it directly from you.

If it is custom-made (like a printed photo on a jumper) then you don't have to provide a refund unless the product is faulty.

 

[intheTRADE]

Is this B2B or B2C?

Yeah I understand what you mean, but unfortunately you are selling B2C and consumers have 14 days by law to return goods for a refund if they change their mind for whatever reason

They have 30 days for faulty goods

 

[Jamie Boulton]

Thanks all for the info.

 

[kulture]

Yeah I understand what you mean, but unfortunately you are selling B2C and consumers have 14 days by law to return goods for a refund if they change their mind for whatever reason

They have 30 days for faulty goods

If the goods are faulty, and as indicated by the OP, high value, then they get a lot longer to return. the retailer is obliged to repair, replace or refund faulty goods for the reasonable life expectancy of the item. This can be up to 6 years. Any refund after the initial period can be reduced to allow for the time the item has been in use without a fault.

 

[Mr D]

Hello,

I'm just after some advise, I am an online retailer. We sell a small selection of high value items that are ordered in per order for our customers. Once we place the order we are unable to return the item to the supplier. Is there any form of contract I can ask the customer to sign to advise that they are unable to return to us unless faulty etc?

Thanks

Being unable to return to supplier is your issue, not your customer's issue.
Your customers have rights including taking a look at it and deciding they simply don't want it.


Factor in returns into your pricing. So if you get 1 in 25 sales that results in a return then increase the price of all 25 to cover your costs.

 

[intheTRADE]

If the goods are faulty, and as indicated by the OP, high value, then they get a lot longer to return. the retailer is obliged to repair, replace or refund faulty goods for the reasonable life expectancy of the item. This can be up to 6 years. Any refund after the initial period can be reduced to allow for the time the item has been in use without a fault.

Yes but they only have 30 days if the goods are faulty upon receipt.

 

[NickGrogan]

"If you discover the fault within the first six months from delivery, it's presumed to have been there from the time you received it - unless the retailer can prove otherwise."

https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product

 

[kulture]

Yes but they only have 30 days if the goods are faulty upon receipt.

Can you provide to a link to the legislation that says that please. It is certainly not my understanding of the law.

 

[intheTRADE]

https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

 

[kulture]

https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

It would help if you read the whole page.

For example "The retailer can't make any deductions from your refund in the first six months following an unsuccessful attempt at repair or replacement."

and
"If you discover the fault within the first six months of having the product, it is presumed to have been there since the time you took ownership of it - unless the retailer can prove otherwise."

 

[intheTRADE]

It would help if you read the whole page.

For example "The retailer can't make any deductions from your refund in the first six months following an unsuccessful attempt at repair or replacement."

and
"If you discover the fault within the first six months of having the product, it is presumed to have been there since the time you took ownership of it - unless the retailer can prove otherwise."

May have crossed wires due to my post not stating it, but I meant a consumer has 30 days from receipt of faulty goods to get a full refund.

Beyond the 30 days the retailer must be given the opportunity to replace/repair said item

 

[kulture]

And within the first six months if the repair or replacement is not satisfactory then the retailer has to give a FULL REFUND

 

[intheTRADE]

And within the first six months if the repair or replacement is not satisfactory then the retailer has to give a FULL REFUND

Which is what I said above and from the start.

 

[ecommerce84]

Even with the customers signing something to the contrary, it would still not override a statutory right.

And therefore you’d be at the mercy of chargebacks on a regular basis.