With Sending back is packed with risk
SHOPPERS returning faulty or unsuitable items are being refused refunds just because they have damaged the packaging.
I’ve been receiving lots of emails and letters on this issue. Here is a summary of what you’ve been asking –and my advice.
Online purchases
A reader called Rosie bought a fold-up bed. When it arrived at her home in Liverpool she took it out the box and set it up. She found it uncomfortable so sent it back.
She telephoned the retailer and they agreed to the return and told her to send it back to them via their courier service.
A few days later the company said they would not accept the return because the packaging had been damaged.
Another reader, Michael, from Birmingham, bought a computer charger – but found it was the wrong one when it arrived.
He sent it back but the retailer refused to accept the return because he had torn through the bar code sticker on the packaging.
The return of goods bought online are governed by the Consumer Contracts Regulations.
They say that people can return goods for any reason within 14 days of delivery. Of course, if the goods are faulty they can be returned at any time.
The general rule in relation to
Qpackaging is that the goods should be returned to the retailer in a saleable form.
This means that companies cannot refuse to provide a refund just because the delivery packaging had been damaged, because this can be replaced easily.
In store purchases
Vivienne, from North London, bought a pair of shoes. Within three months the leather started to peel away.
She returned the footwear and
Ait was agreed that they were faulty. However, the retailer refused to refund Vivienne because she had not kept the box the dodgy shoes were sold in.
The Consumer Rights Act 2015 governs the return of goods purchased in store.
The law here is clear. If goods are faulty the buyer is entitled to a refund or exchange and there is no obligation to return the product packaging.
More advice from Dean on theconsumerlawyer.blog.