to think the company should pay for the return?

(4 Posts)
AnchorDownDeepBreath Sun 16-Oct-16 19:50:25

I bought a new bike last weekend. I was very nervous about getting the wrong size, having previously been matched to a bike the was too big and smashing my arm. I tried a few bikes but the best fit within budget was only available online (I need a really small one).

I called the shop with hundreds of measurements and spent about an hour getting recommendations from the staff. I then checked their online size guides. Both said I needed the second frame size - I checked multiple times on the phone that I didn't actually need the first!

You can guess where this is going... It arrived this weekend, I took it to be built and serviced, it is miles too big. I'd need to be around six foot 5 for it to fit.

It took ages to work out how to request a return, there was no info in the order email. I sent an email, as requested, but they've replied to say that they don't offer refunds. I've quoted the Consumer regulations saying I have 14 days to return, but they've now said that I need to pay for the return (won't be cheap, as it's a bike...) unless it's faulty. They will then take 15% off for a restocking fee, and 25% off because the bike has been assembled so will no longer be 'perfect'. I can fight the latter two, but I think it's a bit unfair to make me pay to return it when it's not fit for purpose...

Does anyone know if I do need to pay to return? They've linked to a dodgy website page but it's not accessible from the homepage and nothing was mentioned in the order process or confirmation. I did pay through Paypal, but I don't think they'll be keen to get involved.

Thanks smile

travailtotravel Sun 16-Oct-16 20:57:34

distance selling regulations ... hang on, let me look them up

travailtotravel Sun 16-Oct-16 21:01:27

So, it's been a while since I looked those up as they've changed their name now.

But there's some useful stuff here - gov.uk

You must tell the customer if they will be responsible for paying for the return of goods if they cancel. If you don’t, they’re not liable for the costs

Did they make the returns info clear at the point of sale? If not, you are ok not to pay the return.

You shouldn't have to do all this though should you as the staff clearly gave you duff info.

MumOnTheRunCatchingUp Sun 16-Oct-16 21:10:13

It is fit for purpose thoughconfused that applies to a faulty item not that you've ordered the wrong size!!

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