Toms Trunks - buyer beware!

[Nearlyadoctor]

Yet again another company which doesn’t automatically refund initial postage when a complete order is returned.
DD (17) ordered a pair of trousers £40 + £3.95 postage, which on arrival were too small, paid £3 to return them with their prepaid returns label.
Refund came through for £37 - initial cost minus £3 for the return no £3.95 initial postage.
Contacted them today stating Consumer Contracts Regulations and they have refunded as a gesture of goodwill!!!!!
How many of these companies get away with this especially ones like this whose customers are probably too young to realise or can’t be bothered to question it.

Did they refund the £3.95 initial postage? They don't have to as long as they make it clear in their terms and conditions.
So she should have been refunded £40.
Editing to say that it's a bit unclear re the initial £3.95 delivery charge as to whether it's refundable or not! Am looking at the Which website and am confused.

They do have to refund the initial postage £3.95 - it’s irrelevant what’s in their T&C’s . They are obliged under Consumer Contract Regulation's 2013 which came into effect June 2014. You can’t just opt out of distance selling regulations etc just because you put it in T&C’s in the same way if an item is faulty you can’t say well in our terms and conditions we’ve said we don’t don’t agree to refund any faulty items iyswim?
They have now said they will as a goodwill gesture !

But the item wasn’t faulty was it? You say it was the wrong size, not that it was damaged or faulty

No I appreciate that I’m just explaining that companies can’t get around the regulations just by typing something in their T&C’s . A faulty item was just an example

I don't think QVC.UK refund postage if you just don't like the item.

Are they wrong ?

I'm not convinced I've ever had initial postage refunded if nothing was actually wrong. I consider a shopping overhead, like as if I'd paid for petrol and parking.

Most companies do especially if you’re paying for returns as well. It has to be the whole order though.

Same here. I've never checked or noticed.

They do have to refund the initial postage £3.95 - it’s irrelevant what’s in their T&C’s .

No they don’t. Only if the item is faulty, not because you don’t like it or it doesn’t fit.

I returned Toms Trunks last week and I was charged, they sent out the correct size. I was pleased with the response of the customer service and prompt response.
No I don't work for them. Just my experience. Businesses have to make a profit, not everything is Shein prices and they T.T. contribute to charity.

The law is if a customer returns goods purchased online standard delivery costs should be refunded regardless of the reason for return.

This doesn't apply to more expensive delivery options like express delivery, where the customer may only receive a refund for the retailer's standard delivery cost. The customer is also responsible for the cost of returning the item, unless the retailer has a free returns policy or the item is faulty.

I rarely have to return things but I see in the Shop app that where I did I was refunded costs in full.

UK distance selling
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.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

As a pp says. How do QVC get round it then?

I stand corrected.

Yes they do. Under distance selling regs they have to refund the original standard delivery costs. They don't have to cover any increased delivery cost such as express surcharges nor do they have to provide free returns, but they do have to refund standard delivery. As seen by this thread many people don't know that and lots of companies make a fortune by not refunding correctly.

I guess it depends whether you return in accordance with the Consumer Contract Regulations. Strictly speaking you have to notify the company within 14 days that you are cancelling the contract in order to get the delivery cost refunded. Some places do it automatically regardless of if you notify and when you return, but it is arguable that it wasn’t notified if return is made more than 14 days after delivery.

Well they should. This is what they say.

We will refund the full purchase price together with the standard outbound delivery charge paid within 14 days of receiving the returned products or proof of postage. If you chose to pay for express delivery, we will only refund the cost of standard delivery.

I've never bought from QVC- possibly their site pushes you towards express delivery?

QVC

If you don't return in accordance with the Consumer Contract Regulations they don't have to refund anything. I don't really understand except in very exceptional circumstances why people delay returns

You're right OP. I've looked at their T&C- they breach the 2014 regulations on refund of postage and so called "sold as is" items.

Consumer Contract Regulations 2013 which came into effect June 2014 - section 45 off the top of my head

Thank you 🙏

It wasn’t a delayed return she returned the item the following day after receiving it

Item was returned the day after receiving it

Even if you pay for premium delivery the company are still required to refund the basic delivery cost, just not the difference between standard and premium