DEALING WITH CUSTOMER RETURNS

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AT A GLANCEINTRODUCTION

ABOUT THIS GUIDEBuying goods online is easier than ever, but with the wide variety of shops and storefronts popping up, it can be tricky to be sure that you’re getting what you want. To reflect this, consumer rights – and specifically the time allowed to return goods – have seen extensive changes over the last few years.

Be sure you know exactly where you stand when it comes to returning goods with our handy guide.

INSIDE04 Online Purchases

Whos responsibility is it

06 Packaging Tips List of exceptions

08 Refusing Refunds Your general rights, off or online

10 Faulty goods What to do if item breaks within 6 months

12 About ParcelHero If all else fails contact Trading Standards

16 ParcelHero top tips Don’t get caught out

YOUR RIGHTS

Online retailers must accept returns within 14 days of delivery – regardless of the reason

All retailers must foot the bill for damaged or faulty items returned within 30 days of purchase:

e-commerce sites are not required by law to stump up for the cost of return postage on items returned because the buyer has simply changed their mind and doesn’t want the item.

Offline stores do not have to accept a return simply because the buyer no longer wants the goods.

If goods are returned in less than perfect condition, you’re entitled to only issue a partial refund

Returns are largely governed by two sets of regulations:

The Consumer Contracts Regulation’s 14 day ‘cooling off period’ – which only applies to online, phone and mail order purchases

And the 30-day faulty goods Consumer Rights Act which applies to all stores.

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14 DAY COOLING OFF PERIODONLINE PURCHASES

ONLINE PURCHASES

14 DAY ‘COOLING OFF’ PERIOD That means, for the most part, that as long as it is within 14 days of receiving the goods, the consumer can return them. There doesn’t have to be anything wrong with the items to do so.

Here’s what you need to know: It’s the buyer’s responsibility to return the items within 14 days of cancelling. You don’t have to offer free postage for the return, and you only have to pay the refund once the return

has arrived, or you’ve received proof that they have been returned.

If the customer paid for delivery of the item in the first place, you’ll need to reimburse them for that, but you don’t need to cover their return postage. You also only need to refund the cost of standard delivery – if they chose to upgrade, they must eat the difference.

You can expect that the goods are returned to you in the same condition that you sent them out. If a customer returns goods in a very poor condition, you are entitled to refuse the refund. Equally, if you sent out a brand-new item and the item returned is clearly used, you’re allowed to only issue a partial refund. That’s true of clothes returned without their tags, blister packs that have

been opened, and original packaging that has seen the seal broken.

WHO IS RESPONSIBLE FOR GOODS ARRIVING DAMAGED?

You’re responsible for the goods until they’ve been accepted by your buyer, or at least someone speaking for them. That includes the courier or postal firm that you employ. It’s up to you to make sure that your goods arrive with your buyer in the same condition that they leave in.

Although 97% of packages arrive safely, you may wish to purchase insurance for your goods. Some couriers, like ParcelHero, offer free insurance up to a certain value. Others offer affordable insurance options. It’s up to you to decide whether it is worth it to you.

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SECTION

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RETURNS

PARCELHERO SAYS: PACKAGE LIKE A PRO! Packaging is important when shipping. Good packaging is your best chance to protect your goods. Here are our top tips:

• Use a brand new, double corrugated cardboard box

• Wrap each item individually in bubble wrap, and suspend them in plenty of packing peanuts or a similar protective material

• Use plenty of packing tape, especially on the seams and corners of your box

If your goods do arrive damaged and you’re sure they were properly packaged, you can claim for the stated value of the goods with your courier company. These claims typically take around 28 working days to complete, so don’t expect to immediately get the money back.

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WHAT RETURNS CAN I REFUSEONLINE PURCHASES

Buyers don’t get a cooling-off period when they buy

• something that deteriorates quickly - like flowers or food

• an item that was personalised or custom-made for the purchaser

• anything from a private individual rather than a business

• a CD, DVD or software, if the seal is broken

• pierced earrings and other items that are unhygienic to resell

CAN I REFUSE RETURNS IF THE GOODS WERE BOUGHT IN A SALE?

As long as it is not sold as faulty, customers retain their rights even if goods are bought in a sale. That means you can’t refuse returns of goods that were bought during a sale event.

WHAT SHOULD I DO ABOUT UNWANTED GIFTS?

If someone wants to return goods to you that were given to them as gifts, it can be a

REFUSING REFUNDS

tricky decision on whether or not to accept the return. Every store has different stock, but if you don’t feel like you can be sure that the goods were purchased from you, you can ask them to provide proof before issuing a refund.

You are also not obligated to give a refund if it is longer than 14 days since the goods were delivered.

WHAT ARE GOODWILL RETURNS?

Some retailers choose to accept returns that are not inside the 14 day cooling off period or the 30 days for faulty goods. You don’t have to accept these returns, but many retailers choose to do so, especially around

Christmas or other popular gift giving occasions.

DO I HAVE TO OFFER A CASH REFUND?

If an item is returned with in 14 days and bought online, or returned within 30 days as faulty, customers can insist on a full cash refund or replacement. Of course, there is nothing wrong in offering a voucher instead at first. Outside the 30 days the onus is still on the retailer to prove the item wasn’t faulty for up to six months. This is probably where a voucher would be a good solution to an ongoing problem. But that’s advice, not law.

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FAULTY GOODSRETURNS

FAULTY GOODS

Regardless of whether the sale was made at a brick and mortar sale or online, there is a responsibility to ensure that the goods sold are fit for purpose. If not, then consumers have 30 days to return the item, or to notify you that the goods are faulty so you can provide a replacement or refund. This is a part of UK law in the form of the Consumer Rights Act 2015.

After the 30 day period, you’re not legally obligated to offer a refund or replacement, though many sellers choose to offer ‘goodwill’ refunds or replacements after that date. However, if a fault is discovered within

6 months, but after the 30 days, and you can’t prove otherwise, then it is assumed that the fault has been there since purchase, and you may have to replace or refund the goods.

After six months, if the customer wants a refund then it is up to them to prove that the fault was there when the goods were purchased.

In order to qualify under the Consumer Rights Act 2015 the customer must show that the item was either:

• Not of satisfactory quality, eg damaged or faulty

• Not fit for purpose

• Not as described.

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ABOUTPARCELHERO

ABOUT PARCELHERO

ParcelHero is a renowned UK and international parcel broker because we don’t compromise on service - despite offering some of the cheapest prices available for couriers. By bringing together the worlds’ biggest and most reputable carriers under one roof we make it easy for you to compare prices on delivery around the world, and find the service that best suits you.

Our team are all experts in their field and their wealth of industry knowledge has contributed to the creation of this guide, along with comprehensive reports on topics like the state of returns, the death of the high street, and innovations in logistics.

For more information on ParcelHero’s industry leading research, or to find out more about the amazing savings that we offer against booking directly, visit us at ParcelHero.com.

When it comes to returns, your rights can be complicated. Online and offline returns are subject to different legislation, and online shoppers have different rights to offline buyers. ParcelHero’s Guide to Consumer Return Rights takes the mystery from the returns process.

Don’t know the difference between the Consumer Contracts Regulations and the Consumer Rights Act 2014? Don’t panic. We’ll tell you in plain English exactly which applies to your returns, as well as giving you tips and advice about making sure that your experience is as simple as possible.

Wondering if you’re entitled to a refund, or at the very least an exchange? Our guide explains what goods you can and can’t return, and exactly how long you have to make up your mind about doing so.

ParcelHero are experts in logistics and returns, and this guide features expert knowledge not only from our team, but also from the Chartered Institute for Trading Standards, who mediate hundreds of returns queries a year.

Don’t let returns bewilder you this year. Know your rights when returning goods.

www.parcelhero.com/returns

© 2017 ParcelHero Limited. www.parcelhero.com