Postal charges for returning faulty new items

pvr

pvr

Dutch
 Ruler of the South East UK
Just had to post a fairly heavy power supply that failed after 3 days of use. So the company will send me a new one after I return the faulty one.

The postage for this was £10 though, I am not sure if I should have to pay that though?
 
If it was you simply changing your mind, then I'd expect you to pay the return postage costs. But as this has failed I'd be pressing for them to arrange a courier at their own cost, or for a full refund AND then to collect it at their cost.

Do their T&Cs state you are liable for return postage? If so, the relevant part of the legislation is below - note that faulty goods are treated differently to unwanted goods. So if they claim this is their right, then you can point out the relevant DSR paragraphs.

DSR said:
Returning goods - this is a guide for the seller, not the consumer - so 'you' refers to the seller.

Only if it is covered in the contract and the written information
can you require the consumer to pay for the cost of returning
the ordered goods. If the consumer then fails to return the
goods, or sends them at your expense, you can charge them
the direct cost to you of the return, even if you have already
refunded the consumer’s money. You are not allowed to
make any further charges, such as a restocking charge or an
administration charge.

If you do not include these details in the required written
information then you cannot charge anything. You can never
require consumers to pay the cost of returning substitute
goods. If the goods are faulty or do not comply with the
contract, you will have to pay for their return whatever the
circumstances.
Click to expand...
 
mmm-five said:
If it was you simply changing your mind, then I'd expect you to pay the return postage costs. But as this has failed I'd be pressing for them to arrange a courier at their own cost, or for a full refund AND then to collect it at their cost.
Click to expand...


+1 on that...
 
They really should collect the item FOC, I would take my business elsewhere.
 
Interesting to see that everyone thinks the same.

I will wait for the replacement to arrive first before I ask for the money back as otherwise it might delay the shipment back to me ...
 
i have had this a few times... got stung by the shipping.

amazon is good in that it will collect FOC from you.... no questions asked.
 
You've already paid for shipping of a working item - you shouldn't have to pay again to get a faulty item replaced. I have always asked for recompense for the cost of returning something faulty, or it has been collected. Sometimes they will send you a returns envelope / bag that is pre-paid.
 
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