Rejecting a Parcel Return

[Kaci Fashionn]

As a online fashion business, we expect a few returns and thankfully they are less than 5%. However, for the first time, we have had a returned item that raised a few eyebrows, not only down to the state of the returned parcel, but also the person is chasing us for a refund within hours of the parcel been back in our hands.

The item has been returned to us 13 days after it arrived with the buyer. It was just thrown back in the bag all messed up, a clear smell of perfume all over the garment, packaging contents missing, however labels are still attached. To us it feels like the item has been worn and just returned after a night out.

Both on our website and included with every parcel, we include reasons we will reject a parcel, with perfume being one of the highlighted rejection reasons.

The question I have, I know we can state we will reject items that we can't resell and my gut feeling is someone is trying it on, but legally, can we really reject an item?

 

[Mr D]

If its covered by the consumer rights act that you can refuse the return then you can refuse the return.

Or are your terms regarding rejecting items an unfair practice and therefore unenforceable?

 

[Blaby Loyal]

What value are we talking about here?

 

[Kaci Fashionn]

If its covered by the consumer rights act that you can refuse the return then you can refuse the return.

Or are your terms regarding rejecting items an unfair practice and therefore unenforceable?

Our returns information is no different to the rest of the industry, but are they really enforceable?

Returned items will be rejected by our quality and control team for the following reasons:

• Items have been worn
  
• Items have been washed
  
• Items have had the tags removed
  
• Items have been marked, stained or there is make-up transfer on them
  
• Items have body odour or perfume
  
• Items have had there hygiene seal removed (such as swimwear and lingerie)

 

[Kaci Fashionn]

What value are we talking about here?

Not talking big numbers on this occasion, just £25, however, we are just checking what we can and can't do, before we face something maybe a little bit more pricey.

 

[lesliedocherty]

We have only had to reject 1 return this year so far, we emailed the customer the reasons why asked him did he want to have it sent back (at his cost). He declined the offer.

Our reasons for declining were the same as yours, it was the worst we have had for years.

 

[ecommerce84]

It could be worth having a look for her profiles on Facebook or Instagram and see if there are any ‘night out’ photos of her in the dress which she’d be unable to deny!

 

[Chris Ashdown]

Stand by your rules but keep the garment in a sealed plastic bag, then they may make a small claim which if they win you have to pay or with your evidence i.e your bag you should stand a good chance of winning. its up to them to take action

We had a few cases with makeup and perfume on returns, we stated they were not in a resalable condition as per out terms and conditions and gave them 30 days to have the goods returned to them at their cost or they would be destroyed. Never heard anything again