To be fu****g pissed off!

[croquetas]

Bought a gift item from Jack Wills, which didn't fit the recipient and was sent back as I ordered next size up to be delivered in time.

Several days later Jack wills has now refunded me less 4.99 delivery. I've only ever experienced this with HOF, which was my last ever custom with them. Ironically, this is now part of mike Ashley's sports direct.

While I appreciate the retail sector work on small margins and there are loads of cheeky fkrs out there, It defeats the point of online shopping to deduct shipping if an item has to be returned. AIBU?

You are fucking pissed off about something that’s actually quite reasonable?

From this it sounds like you should get the postage to have it sent to you refunded when you return an order
www.which.co.uk/consumer-rights/advice/i-want-to-return-something-bought-online

Companies are losing money hand over first through having to foot the bill for returns postage. You would have paid for petrol/parking/transport if you hadn't bought it online, and you wouldn't have expected the shop to pay those for you, would you?

Was it free delivery?
And this is on their website
You must pay for any return delivery costs, except where the wrong item has been sent to you or the item is defective

Yep, YABU. The company should not be out of pocket because you chose the wrong size/didn’t want it anymore/it doesn’t fit.

You used the delivery service, so you need to pay for the delivery service. It’s that simple.

Who even pays for delivery? I can’t remember the last time I did.

Who even pays for delivery? I can’t remember the last time I did.

The Op is talking about the postal cost of sending the first unsuitable item back to Jack Wills. She thinks that should have been refunded.

If you return something online you are entitled to a refund on the original postage.

Exceptions would be if you paid for an additional service (next day) or you are only returning part of the order. I think they may get out of it if they offer free returns.
But if you paid for the original postage and returns you are entitled to the original postage back and they are breaking the law by not refunding it. A lot of companies don't refund the postage because they know most people won't question it.

If you return an item within 14 days you are legally entitled to have the original delivery costs refunded. (Although only the cost of standard delivery - if you paid extra for express delivery for example, you still only get the basic delivery cost refunded.) All companies are fully aware Of this and will generally refund if you query it, they’re just trying it on. This only applies if you return the entire order, not just part of it

Also, it doesn’t matter why you’re returning it.

If you return something online you are entitled to a refund on the original postage.

But not necessarily on the return postage costs. You may still have to pay to send it back. The retailer isn't going to foot the bill unless it's a faulty/incorrect item.

You seem to have a short fuse if this gets you “fucking pissed off”. Christ!

Have you even asked them to refund the postage costs? Most retailers will. And if they don’t, it’s just £5 hun.

You made the decision to buy clothes as a gift, knowing full well that sizing can always be awkward.

Actually, you are entitled to standard shipping refunded if you return the whole order within 14 days. You need to inform their customer services that you wish to cancel your contact. Most retailers do not advertise this clearly or automatically do it as it would cost them a lot. Read this:

f you bought the item online, over the phone or by mail order
You automatically get a 14-day ‘cooling-off period’ when you buy something you haven’t seen in person - unless it’s bespoke or made to measure.
The cooling-off period starts the day after you receive your order, and there doesn’t need to be anything wrong with the item for you to get a refund.
You won’t get a cooling-off period when you buy:
• something that deteriorates quickly - like flowers or food
• an item that was personalised or custom-made for you
• anything from a private individual rather than a business
• a CD, DVD or software, if you break the seal on the wrapping
If you paid for standard delivery when you bought something, the seller has to refund this if you return it. If you chose a more expensive delivery option, you'll have to pay the difference.

The Op is referring to the cost of posting back the item. She is not referring to the cost - if there was any - of delivery of the item to the recipient.
She is not entitled to a refund of the cost of return unless the item was faulty - it wasn’t faulty.

Actually, you are entitled to standard shipping refunded if you return the whole order within 14 days.

This is the cost of delivery. Not the cost of returning. 2 different events.

Why would they refund the postage charge? They posted it didn't they? They paid for it to get to you and it got to you - you have to pay for that service and you received that service. I don't understand why you think you'd get that back.

YABVU, sorry OP

I have an online business and I would only refund delivery if there was a fault on my behalf. As a consumer I see it as sunk cost, same a bus fare or petrol costs / parking to go shopping

Plus I know it’s obvious, but they won’t be making anything on postage - thats a separate business that needs paid.

@AllNaturalIngredients - By law, you need to refund the cost of delivery if the whole order is cancelled within 14 days. It doesn't need to be faulty. You do not need to pay for return postage but, if you have not made it clear that return postage will have a charge, you cannot later charge for it.

So OP is NOT being unreasonable if the whole order was returned in 14 days, she notified the store she wanted to cancel, and the £4.99 is the cost of delivery.

Did you order both at the same time? I've sent stuff back to sports direct and you only get the original p&p back if the whole order is returned

@GruffaIo what legislation stipulates that?

Because my legal team have not made me aware of that, and they helped me draft my returns policy that is displayed On my website.

I’m not being goady, but I can’t see it on any legislation unless I’m missing it? 🧐

This is standard, you're expecting the moon on a stick.

Jack Wills T and C

T and C for returning items to Jack Wills, including what will be refunded.

YABU

Where does it say in the T&C for Jack Wills that they will deduct for returns?