Apparently the Distance Selling Regulations have been replaced by the Consumer Contracts Regulations (2014). I'm having trouble deciphering the nitty gritty regarding cancellation of online orders prior to delivery, so if anyone can clarify things that'd be really helpful.
My daughter has ordered a couple of bathroom suites online, from a company who had an advertised sale period over the bank holiday weekend. In order to meet the sale deadline, she estimated sizes as was unable to physically check.
She was able to choose a delivery date at time of ordering, so opted for next Monday, 1st June (a week from ordering).
The following day, she found that online prices of the items she's ordered haven't increased, and realised that some of the items ordered will potentially be too big. She therefore emailed to cancel the order (within 24 hours of placing it). She intends placing an alternative order with this company, once she's had opportunity to properly work out what she needs, and this was stated in the cancellation request.
Response from the company is that the order has already been dispatched so cannot now be stopped without penalty (ie returns charge of £34 per 'heavy' item). This will amount to around £204.00.
How can it be despatched if delivery is only for 1st June. You have the right to cancel and they have to prove it has been despatched and on the way to yourt location. I would cancel anyway and find another more reputable company. If they don't want to refund the deposit then small claims court is the way to go and it is not scary at all. Plus they will probably back off before it got to court.
This isn't the legislation itself on this LINK but is easier reading.
For better advice post on Consumer Action Group forum or phone your local CAB office.
I agree that it probably hasnt been despatched yet, more like the order has been actioned and they dont really want to bother making a few calls to cancel it.
Instead of emailing i would call them to cancel and say you'll reorder the correct sizes. Even if they use different suppliers all over the country, it will just get ordered in, but they wont get charged for it, until it is delivered.
I run an online bathroom and heating shop, so it can be cancelled, they are just being lazy.
I'd ask them for some evidence that it's been dispatched such as a tracking number that you could confirm with the courier. If it has genuinely been dispatched than it will be your daughter's responsibility to return the items at her own cost. However, provided the items are not customised or built to order, they will have to offer a full refund, including the original shipping costs.
Please note, if the goods are customised or made-to-order, they have no legal obligation to refund unless the good are actually faulty or otherwise not as ordered.
Quote: Originally posted by mwooly10 on 27/5/2015
They could back fire a little as they could then turn round and charge you a restocking fee, which is anything between 20/25%.
best to call and speak to someone asap, get it sorted and reorder, everyones happy then
According to Which the regulations prohibit any restocking or admin fee. The seller must advise, at the time of purchase, who is responsible for costs of returning the items ... If this was not done then the seller is responsible for those costs.
It's different for businesses. If you're trade, they can charge you a re-stocking fee, or whatever it says in their T&Cs. It's only consumers (i.e. the general public) who are protected from such clauses.
Also, I'm talking specifically about distance selling here - if you're buying from a store the rules are quite different.
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Topic: Consumer Contracts Regulations
