£10 fee to return faulty item to made.com

[babyl0ve]

I purchased an item from made.com which arrived badly scratched.

I emailed made.com to ask for a refund, attaching photos of the damage.

They have advised that because I emailed them 13 days later rather than straight away I have to pay a £10 fee to return the item. They aren’t disputing the fact that they item is damaged.

Is this right? Is there any way I can get out of paying the fee?

I would complain first of all, and perhaps do it on a platform like Twitter so it is public. They may change their tune.

Sadly, my experience is that they won’t give a fuck.

quote consumer rights at them. this page has relevant info Ive found that some online retailers are reluctant to issue a refund and hope that the consumer doesnt know any better or wont take it further, but if you direct them to the consumers rights and make mention or reporting to trading standards, they are usually quick to offer a refund.