More stores are beginning to charge customers to make returns on online orders, but how does this affect your consumer rights?
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Some retailers are charging for returns by deducting a fee from the refund, charging you a fee when you arrange the return of an item or asking you to cover the cost of returns on online orders.
You have to pay the delivery cost for returning unwanted items unless the retailer states that it will pay for returns.
However, now that more retailers are charging, if a returns charge is outlined in the terms and conditions and is a reasonable price, you must also pay this using the method that the retailer states.
Our experts will guide you to step by step to achieve the best outcome for you.
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Under the Consumer Contracts Regulations , you are permitted to return an item you've bought online if you change your mind. With online orders, you have a cancellation period, which begins when you place an order and ends after 14 days.
You then have a further 14 days after cancelling your order to make a return. This is not the case with items bought in-store. Some retailers offer a longer time period for you to make a return, which you’ll find in the terms and conditions.
In the case of items like CDs, DVDs, software and health and hygiene items, where you’ve broken the seal, and personalised and perishable items, you won’t have the right to return them under the Consumer Contracts Regulations.
Under the Consumer Rights Act 2015 , products must be fit for purpose, as described and of a satisfactory quality.
If the item you bought doesn’t meet these standards and you return it, you shouldn’t be charged a return fee.
You can use this letter template to challenge a retailer if it insists that you pay the return cost for a faulty item or an item that isn't fit for purpose or as described.
You can also use our faulty goods tool to start a complaint with the retailer.
Under the Equality Act 2010 , it is illegal for companies to discriminate against you based on particular characteristics, such as age, disability, race, religion or belief, sex, sexual orientation and gender reassignment.
As returns charges apply online only, it can be difficult for customers whose disabilities make it hard or impossible for them to travel to stores to benefit from free in-store returns. Companies must make reasonable adjustments for disabled consumers under the Equality Act.
If a retailer only offers free returns in-store, which is difficult due to your disability, contact its customer service team for assistance and ask it to make adjustments for you.
