"FREE" postage, not so free :(

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Merlod

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I ordered a couple of things from a well known bridle/ leather company, the noseband turned out to be the wrong size so I returned it in immaculate condition with tags and packaging. I received my “refund” today but -£5 for postage. Which normally would be fine, expect when I purchased my items it was all FREE delivery, so basically they’ve not refunded the price of my item in full.


I have emailed them, and as they are still advertising free postage, when I buy the larger size noseband presumably I should get £5 taken off my total, as obviously the postage is actually included in the price of the item so it seems!

Am I being overly narky about this? :S I am a long-term customer, but I think this is naughty!
 
A little bit. Most companies will have in the small print that if items are returned it is at the cost of the postage. The only exception is that if they have sent the wrong size to what you had ordered. If the mistake was on your part, then they're probably within their rights. There is a chance that the price is higher compared to other sellers to account for the free postage.
 
very few companies will cover the cost of return postage (although some do free returns), they have posted it for free, like they said, but sending it back costs them. however, if they sent the wrong size it is their fault, so courteous to not charge, but if it was not, just didn't fit personally i think they have the right to charge you return postage.
 
Ah ok, that's a shame. It's just a bit of a pain because they don't do exchanges, they refund and then you have to re-order. And I did keep the rest of my order, it was just one thing returned :(
 
If you have returned it at your cost, how can they charge you "postage" they haven't had to do anything and if they offered Free delivery for you to have the items why would they charge to return it..that seems a bit odd to me...you should be refunded the items cost at time of order...unless I have misunderstood!
 
I was thinking along the same lines as Kati*89.
Was it a special event the free postage, limited period as it were that is still going on? If so it could be that their process system for returns is still on the automatic deduct the normal postage they would have charged you before refunding, if you know what I mean. I would contact them and ask.
 
What should you get back?

If you bought it over the phone or on the internet distance selling regulations apply.http://www.which.co.uk/consumer-rights/regulation/distance-selling-regulations

''The original cost of the outbound postage to you should always be refunded by the seller.

The seller's terms and conditions or returns policy should state who pays the cost of returning the item.

If they don't state this, then the seller has to cover the cost''.
 
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