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Who pays for return postage if an order is cancelled before an item is delivered

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Hi all. I'll try and be brief. I ordered an item of computer kit on Saturday from Ebuyer via Amazon, requested cancellation an hour later because it wasn't the right item, but it was dispatched on… Read More
ioanphillips Avatar
10m, 1w agoPosted 10 months, 1 week ago
Hi all. I'll try and be brief.

I ordered an item of computer kit on Saturday from Ebuyer via Amazon, requested cancellation an hour later because it wasn't the right item, but it was dispatched on Sunday and arrived today. Ebuyer attempted to have it returned to them, but in a rare display, Yodel delivered it much faster than expected (est. date was Wed-Fri)

So, I've requested to return it, which was accepted, but the confirmation email said I have to "self dispatch" it. No mention of whether I'd get this refunded. I've queried this, but in the meantime have been trying to check what my rights are.

According to Which, on the subject of cancelling before an order arrives: "And significantly, if you cancel your order before receiving your goods the retailer must pay return postage costs, even if their T&Cs says differently" (https://conversation.which.co.uk/shopping/cancel-online-order-distance-selling-regulations-oft/).

However I've not found a second source that confirms this. Does anyone else have any experience with this type of situation?

Thanks in advance.
ioanphillips Avatar
10m, 1w agoPosted 10 months, 1 week ago
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Best Answer
Easiest way in future is to refuse to accept the parcel. Amazon actually recommends this as an option.

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#1
Distance Selling Regs were replaced by Consumer Contracts Regulations. https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/429300/bis-13-1368-consumer-contracts-information-cancellation-and-additional-payments-regulations-guidance.pdf

15. The trader must refund the consumer within 14 days of receiving the goods back or proof of the return of the goods if that is earlier. That refund should include the cost of outbound delivery (provided the standard delivery
option was used), but need not include the cost of the return delivery to the trader unless the trader offered to bear this or did not tell the customer that they would have to. In the case of services refund should be within 14 days of cancellation of the contract.

If you had cancelled after delivery you would have to pay for the return. You could ask the seller if they will fund the return, but they aren't obliged to.
#2
I think it would depend on if they still have your money. I would hold on to it and demand a return number and address label if they don't have any of your money. If they do then your a bit stuck because I assume they won't refund till they get the item back. Still you need a return number and assurance that the postage will be refunded back to you.
#3
Easiest way in future is to refuse to accept the parcel. Amazon actually recommends this as an option.
#4
As above to late now refuse delivery us the only way of not paying.
#5
As you cancelled before dispatch you would think EBuyer would do the decent thing and pay for return, but, you knew you did not want it but still accepted delivery. SO it seems its a fifty fifty situation, knowing EBuyer as I do, then you have zero chance of them paying for it.

All the above totally different if it was fulfilled by Amazon.

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