Comments on: Buying Online

By: Simon

Simon — Fri, 05 Mar 2010 22:37:39 +0000

I recently bought some items from an online retailer for which I selected 1st class postage. After a week I have not received the items and on further reading of the retailers website I discovered this information :

“Royal Mail First Class – This is normally the lowest cost form of postage. Orders received by 3pm will, where possible, be dispatched same day. Delivery typically takes 1-2 days but is not guaranteed. With this postage method you have no insurance or guarantee and if the goods should go missing in the post Fast Lad Performance is not liable for the loss.”

They claim (via email) the order was dispatched on a Monday but had still not arrived by the Saturday. I’m still waiting on a reply from the company in question with regard to the missing items but what are my options ? do they have to prove they sent it ? am I now out of pocket due to the royal mail ?

By: Catriona

Catriona — Tue, 03 Mar 2009 13:19:51 +0000

Gemma, if you bought the boots online, you have 7 days to send them back for a full refund. if you miss this window, you must rely on the retailer’s returns policy, and they are under no legal obligation to let you return the boots at all unless they are faulty. See:
http://whatconsumer.co.uk/do-shops-have-to-give-me-my-money-back/

By: Gemma Anderson

Gemma Anderson — Fri, 27 Feb 2009 21:23:27 +0000

Hi,
I recently bought a pair of boots which arrived after I went away on holiday. On my return I found they didn’t fit. I was outside of the company’s stated timescale for stating a return was required. However the boots are unworn and in their original packaging. I have sent a perfectly reasonable email asking if they could refund my money and have sent the boots back to them and all they sent in reply was a copy of their returns policy with no other communication.
Where do I stand?

By: Catriona

Catriona — Wed, 18 Feb 2009 20:40:47 +0000

Mike, if the goods are faulty, you have the right to a repair, replacement or refund at no additional cost to yourself. Therefore the supplier must refund your shipping costs also.

By: Mike

Mike — Thu, 12 Feb 2009 08:39:37 +0000

I purchased a set of wheels second hand on Ebay. On examination one of them was cracked and dangerous, unsafe to use.

The seller (an ebay shop) told me I would have to return them for a refund, which I did at a cost of £85. The seller refunded the original amount, but is refusing to refund return shipping. Where do I stand?

By: Catriona

Catriona — Tue, 03 Feb 2009 23:23:57 +0000

John, Under the DSRs the initial delivery cost must be refunded along with the cost of the items. However, if you ‘upgraded’ your delivery from the standard, this represents an additional service, and does not come under the DSRs if it was made under a separate contract. However, the supplier must have provided you with the written notice of this before the item was sent. If they did not, they cannot make this legally enforce this claim.

By: Catriona

Catriona — Tue, 03 Feb 2009 22:22:18 +0000

Jason, Your cooling off period begins with the day on which contract are concluded and ends 7 days after delivery. The conclusion of a contract is when your order was accepted, which on many websites means when the item is actually despatched. Therefore technically you are not within your cooling off period. However, as contracts have not been concluded, no contract exists, and the website have no reason to hold on to your money. Ask them for a refund in full within 7 days or you will start small claims proceedings.

By: John Stokes

John Stokes — Mon, 02 Feb 2009 06:35:23 +0000

Hi, I purchased quite a large number of electronic items online, and paid nearly 20 pounds for an express “next day” delivery. The products turned out to be unsuitable and although the company has agreed to refund for the goods under the DSRs they claim that this was a separate service under a separate contractand therefore the DSRs do not apply and it is non refundable. Here is the quote from T&Cs on website:

“The cost of the delivery charge shall not be refunded as it is provided under a separate contract. Items made or cut to customer specification may not be returned in accordance with the Distance Selling Regulations 2000″

Is this right? what do you think?

By: Jason

Jason — Thu, 29 Jan 2009 22:59:56 +0000

Hi, I bought a guitar workstation for £287 on the 10th Jan from the dv247l.com website, paying by credit card the money was debited straight away. I went away for two weeks the following day and when I returned on Monday I found they hadn’t delivered the item so I emailed them regarding the status of my order. I finally got a response on wednesday saying the product was out of stock and they would ship as soon as they received it. I then received another email from them today (Thursday) saying that their suppliers had increased the cost of the item so I would now have to pay another 250 pounds if I wanted it or I could choose another product from their website if I didn’t want to pay extra.
I was wondering if the can do this, it seems strange that they can take my money and then 19 days later tell me that actually they made a mistake and I have to pay nearly double if I want it. The T&Cs on their website says that when they take the money this is just a pre-payment and that the contract only starts when they decide, is this legal?
Any help would really be appreciated as they are trying to push me to accept their terms
Thanks

By: Jodi

Jodi — Thu, 22 Jan 2009 08:48:13 +0000

Hi, Back in September I ordered a large pushchair package from Two Left Feet, I have received all items apart from a foot muff, which was promised to me by the end of November, since then I have sent numerous e-mails to them with no response at all. I have even requested that they just refund me the money, but no contact has been made by them. I am now at my wits end as I have no idea what to do next. What can I do to try and get either, the foot muff or my money back. Any help would be greatly appreciated. THANKS