Returning faulty item - company want me to send prepaid envelope to them?

[Onedropbeat]

I ordered some earrings which are faulty and asked to return them

The company have got back to me saying I need to post the faulty ones to them at my cost and include a prepaid envelope so they can send me the replacement at no cost to them

Does this seem right?

No, that's not right at all. Even if you have to pay the postage to return the item, they shouldn't be asking you to enclose an SAE.

Is this an Ebay seller?

No this is a jewellery company that have concessions in places and their own London shop

All seems a bit weird

To be honest the item is so cheap looking I don’t really want a replacement either

Sounds a bit dodgy. Are there any reviews of this place online?

I’ve just checked Trustpilot and most reviews are good (70%)
20% are very bad and looking at the bad ones it’s all people who’ve had to deal with their customer services for returns

If an item is faulty the company should pay for return postage if they want the item back.

I just looked up the asdrsss they want me to send it to and it appears to be here.

Which to me looks like a house. I’ve checked on companies house and there are 4 or so other businesses listed here in different ‘suites’

Not exactly what I expected

I’ve responded asking for them to let me know how to return at their cost and reminded them that it was faulty and that I wanted a refund but nothing back from them now

I totally get that retail is struggling with lockdowns this year but I don’t particularly want to be out of pocket either for sub par quality

Just keep telling them your rights. When a item is faulty then they pay return and your entitled to a refund

They seem to totally be avoiding me and not getting back to me now

They’ve now responded with this. Not too sure if I’m in the wrong or they are

They are going to reimburse your cost.