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Original poster

Refusing an order

40 replies

oaktree12 · 01/12/2019 10:32

Not sure this is actually the right place for this, but would love to hear what people think.

If you ordered an item that was delivered with free postage, but then refused the item at the door for whatever reason...should the cost of postage still be taken from the refund?

OP posts:
StrawberryPi · 01/12/2019 10:33

Why would you order something but then refuse it at the door?

misspiggy19 · 01/12/2019 10:34

Yes I believe you should have to pay for the return cost if you declined the parcel.

regularbutpanickingabit · 01/12/2019 10:36

Yes, if the returns policy would mean you need to pay postage anyway. If it’s free returns then probably not. Very weird to order and refuse rather than just cancel the order or do a return.

Original poster
oaktree12 · 01/12/2019 10:38

I tried to cancel the order as I hadn't had a shipment email but the seller said she had already sent it and advised me to refuse the item at the door

OP posts:
GladAllOver · 01/12/2019 10:38

Why would you do that anyway?

Ylvamoon · 01/12/2019 10:38

Yes, you ordered the item, I assume nothing was wrong with it & was on time.
You pay for the return postage.

Bluntness100 · 01/12/2019 10:40

I would assume I'd pay for postage too. I don't see why the seller should have to pay because I changed my mind.

Passthecherrycoke · 01/12/2019 10:40

I have been told to do this too. I ordered something which was incorrect and I contacted them immediately to change to the correct item. It was too late, for various reasons so I paid for for the correct item and refused delivery of the wrong one.

I don’t think they have to give you a free return though, it’s not something set in law or anything

christmasathome · 01/12/2019 10:41

I believe distance selling rules mean if you return the whole order you don't have to any postage costs to return. I don't know for sure this is true just something I read.

AllergicToAMop · 01/12/2019 10:41

I think it depends on their returns policy. I had to refuse a delivery because I cancelled the order week before and they still sent it out 4 days after the cancellation...

dontgobaconmyheart · 01/12/2019 10:42

It does depend - why is the parcel being refused? What are the retailers T&C's etc

The postage may be advertised as free (to the buyer) but the service of posting obviously isn't free is it, so I wouldn't complain about being charged a few pounds if I were the one being daft and ordering things to then refuse them, thereby wasting time/petrol etc. Surely it could just have been accepted and returned.

It really depends though OP, on the context- nobody can make an opinion either way without more to it.

Original poster
oaktree12 · 01/12/2019 10:42

It was advertised as free postage and I just assumed the parcel would go straight back to the seller without paying more postage? Or will the seller be charged postage once it's delivered back to her?

OP posts:
GladAllOver · 01/12/2019 10:44

Somebody has to pay for postage both ways. Why should the sender lose money when they have done exactly what you ordered?

Butchyrestingface · 01/12/2019 10:45

But why would you refuse it at the door? Confused

Obviously the lack of a shipment email isn’t great and the seller could always have been lying when she said it had been sent. But when it actually arrived on the doorstep, surely that was proof enough?

dementedpixie · 01/12/2019 10:45

Even though it was free postage for you, the seller would have had to pay to post it so will take that postage charge from what you paid in the first place.

Lllot5 · 01/12/2019 10:46

Presumably the seller would have to pay for returns. Nothing is free is it.

Original poster
oaktree12 · 01/12/2019 10:47

Because I tried to cancel the item and she said it had already been sent but then it arrived over a week later

OP posts:
Butchyrestingface · 01/12/2019 10:48

Because I tried to cancel the item and she said it had already been sent but then it arrived over a week later

What did it state when you bought it about delivery times?

I am assuming you had ordered another one elsewhere in the interim and that is why you refused it at the doir?

Original poster
oaktree12 · 01/12/2019 10:49

@Butchyrestingface because if you had read previously, that's what she told me to do!

OP posts:
nikkylou · 01/12/2019 10:51

Well if it's free delivery they surely can't deduct any delivery charge from the refund?

Now if they say you have to pay for the return, they really should be telling you the cost of that and sending a invoice appropriately, not just taking of a seemingly arbitrary figure from your refund.

Plus they should make it clear you wouldn't get your full refund, so you can make the decision accordingly. Say you paid £10 for the item with free delivery but they were going to deduct £2.50 for delivery, you might well decide you'd some how find a home selling it on fb for £8 after all.

Also if they claim it was damaged hence why you're not getting all your refund, well it's quite clear it's never been in your possession as you refused it at the door.

Unless you beat away the delivery man with a stick....In which case I think it's fair you paid the return postage anyways...

onalongsabbatical · 01/12/2019 10:51

You leave the seller with TWO lots of postal charges? They are within their rights to recoup one lot.

Butchyrestingface · 01/12/2019 10:54

@Butchyrestingface because if you had read previously, that's what she told me to do

I DID read it. The information you are giving doesn’t make sense to me.

If it was en route, there was no need for you to cancel it or for her to tell you to refuse it at the door, unless there is something else that is pertinent and hasn’t been disclosed.

But hey, stuff other ppl trying to make sense of the situation so they can give you an informed view. 🙄

Original poster
oaktree12 · 01/12/2019 10:55

That's the thing I wondered though @onalongsabbatical , would the seller be charged the postage fee on receipt of the item? If they are then obviously I would be happy to pay them that back

OP posts:
Original poster
oaktree12 · 01/12/2019 10:57

I am glad you agree @Butchyrestingface because it makes no sense to me either. I can only assume she expected me to either change my mind or for a neighbour to take my parcel in to pass on to me

OP posts:
onalongsabbatical · 01/12/2019 10:59

Yes of course they will! Free p&p is just something a seller offers you to encourage you to buy, it's not a charity offered by the postal company!

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