AIBU Online refunds - Everyone should know this.

[Leapfrog44]

Ever returned something to an online retailer and had a refund MINUS postage? This is ILLEGAL.

I'm not a serial returner or a serial complainer, it happens sometimes that the item just doesn't fit and you need to send it back. I'm tired of having to fight for a full refund. I suspect that this practice of not refunding postage is widespread and retailers get away with it because the majority of consumers don't know their rights and don't question it.

If you're returning the whole order you are entitled to a full refund including the price you paid for postage. The only exception is when you opted for a more expensive shipping option (e.g. expedited), in which case they are obliged to refund you only the cost of standard shipping.

Who has paid the return postage (they are no obliged to do this) is irrelevant and so is being provided with a return label.

I urge you to tackle retailers on this and if they don't respond by changing their policies, report them to trading standards.

You can refer these retailers to 34 (paragraph 2) of the consumer contracts regulations if they
question it.

Saltwater Sandals (who are also terrible in the customer service department) are a repeat offender and apparently determined to ignore the law. They have been informed that this is illegal but continue to swindle customers.

Interesting, i've not bothered to return items bought through amazon (though third party seller) because after postage costs it'd hardly be worth it!

I believe that this is only if you return the full order within 14 Business Days - you're covered under the distance selling act to cancel the order and get the full refund (including postage) within 14 days.

I've returned orders in these circumstances and not had the postage returned - when I query that with the company they usually refund. Note that it gets more complicated if the company offers a free return service - sometimes that's discounted from the postage (if that makes sense).

caffeine99 They can set their returns period at the minimum 14 days but if they offer a longer period (e.g. 90 days) they STILL need to give you a full refund inc. postage.

And if they have offered you free return postage (the usual excuse) they still have to refund outgoing postage.

Curious to see how many people have been fobbed off with that.

Yeah, it might only be £5 per time but added up, it's significant.

And the real point is that retailers shouldn't be able to just make up the rules to suit themselves.

I bought an item from an eBay seller ( online eBay shop I think so brand new etc ) was sold as size 14 but couldn't get it past my thighs! Paid £7:99 ( free p&,p ) and paid to send it back. Seller refunded £7.99

Forgot to add-on I had to pay return postage

The DSR's no longer apply and have been superceded by the Consumer Rights Directive or somesuch.
If you return goods for a change of mind and you notify the seller within 14 days of delivery (unless they have specified a longer period) that you intend to return them, you are entitled to all of your original payment back in most cases. That includes the outward postage. If you just don't like the thing, you will probably have to pay for the return postage, but if it is not as described/faulty you are entitled to either a free postage label or a refund of your reasonable postage costs.
With eBay, if you open a returns case and select "not as described" as the return reason, if the seller is part of the returns system (not even all pro sellers are yet) then you should be given a free label to print.
Only personalised or perishable goods are exempt from change of mind returns.
You'd be surprised how many online sellers don't know about their legal responsibilities.

I stopped buying from M&S because of this. Not that I ever bought much from them anyway.

With Ebay if it is a private seller they are not obliged to pay return postage, but I have noticed that businesses charge it for a change of mind rather than a fault.

Saltwater Sandals

I love my Salties, so comfortable!

*I'm aware I've completely missed the point but I've never returned anything by post

I thought the law was they only had to pay you if the item is faulty or not as described not just because it doesn't fit or you don't like it?

They're only obliged to refund postage if they haven't made you aware that you will have to foot the postage bill, or the item is faulty/not as described etc (ie they've breached the statutory implied warranties).

If you're returning because, e.g, a t shirt doesn't fit or you don't like it, and they have a notice on their website making you aware that you have to pay for return postage then no, it isn't illegal.

It's only illegal if it is a faulty item rather than you just don't like it I believe.

It's only illegal if it's faulty.

Also Amazon often re-sends certain items they deliver rather than make you return them. For example alcohol products/food etc.