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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Request a full refund

63 replies

Adventureoflife · 10/02/2023 07:52

bit of a silly one but would like to know if I’m being unreasonable here requesting a full refund for a relatively expensive gift.

I ordered a friend a gift for her baby shower last weekend. Bought it from a website simply because they offered ‘next day delivery if ordered before 1pm’ for &6.95. It was 12:57pm at the time on the Thursday afternoon so didn’t think it’d be a problem as the shower wasn’t until Sunday.

Gift didn’t arrive until Tuesday afternoon. I ended up going shopping on Sunday before the shower to buy something else instead.

AIBU to expect the seller to give me a full refund? They’re expecting me to cover the cost of the return.

OP posts:
HarlanPepper · 10/02/2023 07:53

I think you should ask to return it, postage paid, and get a full refund.

Ohdearnotagain76 · 10/02/2023 08:02

Totally agree, you paid extra for next day delivery which didn't happen. I'm sure the seller can claim against post office for not doing next day delivery

TreadSoftlyOnMyDreams · 10/02/2023 08:31

The sender has a claim against the carrier they used for the delivery eg: Royal Mail, DPD or Evri etc

FirstnameSuesecondnamePerb · 10/02/2023 08:33

Out of interest, was it actually sent next day delivery?

IsItBedtimeYetNope · 10/02/2023 08:36

YANBU but I don't think it's covered under distance seller regs, they get a bit wooly around delivery, so you might not get anywhere with the seller but you're morally in the right.

LIZS · 10/02/2023 08:46

Unless it was personalised you have 14 days to notify you want to return it and 28 to do so.

Disappointingbiscuit · 10/02/2023 08:59

Yanbu, they didn't provide the service they said they would. Dud they use a courier? They should be able to arrange for it to be collected from you themselves

Original poster
Adventureoflife · 10/02/2023 09:02

It wasn’t sent NDD no @FirstnameSuesecondnamePerb they said I placed the ordered at 12:57 and so it didn’t get sent until the Friday - their wording is very naughty!

@LIZS yeah their website says this (it wasn’t personalised) but I’m going to be out of pocket for the initial delivery that didn’t happen then the cost to return it myself

this is why I usually always buy from places with free returns 😂

thanks all

OP posts:
Testina · 10/02/2023 09:07

“they said I placed the ordered at 12:57 and so it didn’t get sent until the Friday - their wording is very naughty!”

How is it “naughty” - you posted in OP that it’s next day delivery if ordered before 13:00.
So it’s not naughty, just incompetent.

But even if processed on Friday and its next working day, you should have had it too late on Monday, not Tuesday! So they’re taking the piss.

I think it was unwise to order at 12:57, despite the wording, for something you relied on. But, as it didn’t arrive until Tue anyway, I’d definitely expect a full refund including both postal costs.

AllThatFancyPaintsAsFair · 10/02/2023 09:15

Why did you need to buy another a gift? Youve made yourself a problem where there didn't need to be one

Madamecastafiore · 10/02/2023 09:26

I'm sure you have 14 days to return something bought online.

You must offer a refund to customers if they've told you within 14 days of receiving their goods that they want to cancel. They have another 14 days to return the goods once they've told you. You must refund the customer within 14 days of receiving the goods back.

Chickenly · 10/02/2023 09:30

IsItBedtimeYetNope · 10/02/2023 08:36

YANBU but I don't think it's covered under distance seller regs, they get a bit wooly around delivery, so you might not get anywhere with the seller but you're morally in the right.

It is covered under contract law though.

Chickenly · 10/02/2023 09:30

AllThatFancyPaintsAsFair · 10/02/2023 09:15

Why did you need to buy another a gift? Youve made yourself a problem where there didn't need to be one

So she actually had a gift to give…

MsBubbles85 · 10/02/2023 09:36

I had a similar issue with H&M - I bought an item at 7 am with next day delivery and it got delivered 2 days after. I complained to them and they refunded me the delivery cost

Youcancallmeirrelevant · 10/02/2023 09:56

AllThatFancyPaintsAsFair · 10/02/2023 09:15

Why did you need to buy another a gift? Youve made yourself a problem where there didn't need to be one

This.

I would've just said present is late will give it you when it arrives 🤷🏼‍♀️

Glitteratitar · 10/02/2023 10:00

It’s very reasonable to expect your delivery charge refunded but I wouldn’t expect it for your returns cost.

Pretty sure the distance selling regulations or whatever they’re called provide you need to have your delivery cost refunded when returning in accordance with the regulations…but you have to pay for the return.

Testina · 10/02/2023 10:21

AllThatFancyPaintsAsFair · 10/02/2023 09:15

Why did you need to buy another a gift? Youve made yourself a problem where there didn't need to be one

A very good point!

AllThatFancyPaintsAsFair · 10/02/2023 11:43

Chickenly · 10/02/2023 09:30

So she actually had a gift to give…

Show quote history

Was she stuck dumb and unable to say your gift is on its way?

Presumably the mum to be isn't a toddler unable to understand how online ordering works

Dijoduo · 10/02/2023 11:48

AllThatFancyPaintsAsFair · 10/02/2023 11:43

Was she stuck dumb and unable to say your gift is on its way?

Presumably the mum to be isn't a toddler unable to understand how online ordering works

Show quote history

Why should she have to? Just because you say so?

Lots of reasons not to do that:

  1. It makes her look disorganised.
  2. It could be construed as rude.
  3. She’d have to make a whole journey separately to deliver the gift.
  4. Many baby showers have the gift opening as part of the event and so this would be missed.

You asked a pointless question that you already knew the answer to. She bought another gift because she wanted to have one to give at the baby shower itself, which is in line with social convention and is what she actually paid for from the online retailer. I’m not sure why you’re pretending to be confused as to why she did it.

LadyJ2023 · 10/02/2023 11:49

Erm why didn't you just say it hadn't arrived yet. Tbh leaving it till 12.57 is a bit iffy like if deadline 1 lol

Bunnyfuller · 10/02/2023 11:59

I think ordering 3 mins before the cutoff and being confident of next day delivery was a bit hopeful! I realise they offer it, and technically yes, but it’s cutting it fine.

WaddleAway · 10/02/2023 12:03

Bunnyfuller · 10/02/2023 11:59

I think ordering 3 mins before the cutoff and being confident of next day delivery was a bit hopeful! I realise they offer it, and technically yes, but it’s cutting it fine.

I don’t understand this. The deadline was 1pm, not 12.57pm. If items ordered at 12.57pm couldn’t be sent that day, they should have had an earlier deadline. It’s the whole point of a deadline… anything sent before it (even at 12.59) meets the deadline. Anything after that doesn’t.

Imtryingnottobother · 10/02/2023 12:04

Did the seller send the order using Royal Mails next day delivery service that you paid for.
I sell online and it’s difficult sometimes to get everything out on time, but I would prioritise a ndd, or contact the customer to explain any issues to give them the option to cancel.
If the retailer hasn’t sent the order using your chosen delivery method then as a minimum they should be refunding those costs, given the length of time it took the order to arrive, they should be covering all your costs as a gesture of goodwill.

Imtryingnottobother · 10/02/2023 12:19

I don’t understand this. The deadline was 1pm, not 12.57pm. If items ordered at 12.57pm couldn’t be sent that day, they should have had an earlier deadline. It’s the whole point of a deadline… anything sent before it (even at 12.59) meets the deadline. Anything after that doesn’t.

Someone still has to pick the order, leaving till the last minute isn’t a good idea. If you need something quickly, it’s worth messaging the retailer to confirm they are able to meet the deadline, it alerts them to your order - most e commerce sites don’t highlight urgent orders, and it can be easy to miss on a busy day. It also gives you the chance to go elsewhere if they can’t.
Although I think the retailer should have contacted the op to check they still wanted the order, when they saw the NDD option has been chosen.