Returns Policy

[Newchodge]

I am concerned about returns policies as a concumer, rather than as a supplier. I currently have a chargeback claim against a garment supplier who, when I told them their item did not fit and I needed to return it, stated that they had sent what I had requeated and would off er £2 (about 10%) as compnesation. It was not clear from their website that they are China based.

Then today I saw an advert for something I liked and checked the company reurns policy, shown here. https://www.harrisonandhayes.co.uk/pages/return-policy

The item, value 29.99 is delivered free of charge, but I would have to pay a £20 retun fee to return the item to China IF they agree I can return it.

Is that legal?

Needless to say, I am not ordering anything.

 

[wayzgoose]

I am concerned about returns policies as a concumer, rather than as a supplier. I currently have a chargeback claim against a garment supplier who, when I told them their item did not fit and I needed to return it, stated that they had sent what I had requeated and would off er £2 (about 10%) as compnesation. It was not clear from their website that they are China based.

Then today I saw an advert for something I liked and checked the company reurns policy, shown here. https://www.harrisonandhayes.co.uk/pages/return-policy

The item, value 29.99 is delivered free of charge, but I would have to pay a £20 retun fee to return the item to China IF they agree I can return it.

Is that legal?

Needless to say, I am not ordering anything.

I think China can get away with anything they want !

 

[WaveJumper]

Seems to me they not even a UK company and their name is completely misleading. No proper contact details on their website or company information.

 

[wayzgoose]

Seems to me they not even a UK company and their name is completely misleading. No proper contact details on their website or company information.

I've got a thing about contacting companies that advertise on Facebook, the legitimate ones not the scams, pointing out they have no contact details on their website and there is no way I would order from them as well as it being illegal. The answer is always "it's because we only sell online and don't have a physical shop". The majority must take note as an address normally appears within a couple of days. Always surprised that they are not aware of this basic requirement when selling online.

 

[DontAsk]

If you simply change your mind, and the Ts&C's say so, then you can be liable for return postage under UK distance selling regs. Imports? Who knows.

 

[Paul Norman]

I think the rules on this are reasonable enough.

However, distance selling includes stuff moving across vast oceans and that means the rules get more vague, and less enforceable. Although the chargeback system has come to your rescue here.

I used to sell a lot of clothes on line, and the returns rate is a bit of a thing, although there is a fair bit you can do to manage it down. But this thread is from the consumer point of view, and even as a seller I concur that the rules should be reassuring, clear, and adhered to.

 

[MikeJ]

Bought some wallpaper online at the weekend. As soon as I placed the order, I realised I'd screwed up and had chosen the wrong colour. So, I contacted them to ask them to cancel the order.

Reading the FAQ, they say they can't cancel orders once they've taken money, but there's labels enclosed to organise a free return. Not ideal, but a pretty good service. I placed an order for the correct paper.

Both lots turned up. No return labels enclosed. I emailed them yesterday to ask what to do, and there's been no reply in 24 hours.

 

[antropy]

The item, value 29.99 is delivered free of charge, but I would have to pay a £20 retun fee to return the item to China IF they agree I can return it.

Is that legal?

I believe they are allowed to make a "reasonable" deduction for postage and re-stocking but I doubt reasonable would be 67% of the total, unless postage to China really is that much?

While China does seem to be able to get away with anything, your card company should be able to do the chargeback if they clearly break the law.

Paul.

 

[John Martin]

I am concerned about returns policies as a concumer, rather than as a supplier. I currently have a chargeback claim against a garment supplier who, when I told them their item did not fit and I needed to return it, stated that they had sent what I had requeated and would off er £2 (about 10%) as compnesation. It was not clear from their website that they are China based.

Then today I saw an advert for something I liked and checked the company reurns policy, shown here.

The item, value 29.99 is delivered free of charge, but I would have to pay a £20 retun fee to return the item to China IF they agree I can return it.

Is that legal?

Needless to say, I am not ordering anything.

Mmm... this is a tricky one.

The company domain is .co.uk and their website prominently mentions Manchester, so for all intents and purposes this look like a UK based company. They mention in their privacy policy that it comes under UK GDRP, and on their terms page it says, "These Terms are governed by the laws of the United Kingdom".

So, taking all this into account I would say that it would be reasonable for a customer to assume that their returns policy comes under UK law as well.

Looking at the their returns policy, their first statement is, "WE DO NOT OFFER FREE RETURNS, CHARGES APPLY". This blanket statement is illegal.

Under UK law companies MUST pay for postage if the goods are not fit for purpose, damaged, or significantly not as described. Nowhere in their returns policy does it state this.

To be honest they seem to be a bit messed up, the site 'appears' to be based in the UK, their warehouse is in China, their terms make reference to Mexico, and it's not a £20 return fee, it's €20.

I guess the less here is, always read the policies of any company before doing business.