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Anyone can help me with a returns cost ?

tinkerbell2000

Hi, hope everyone’s having a nice relaxing day for the new year ahead. ⛅️

Please could anyone help me with a returns cost?

I bought my toddler a wardrobe from a company called Hannun, they are located in Spain.

They had a code for Free Delivery so I went ahead with the order. I changed my mind after 2 day because as I found another style I preferred.

I decided to ask them to cancel, I could see it wasn’t shipped but somehow it was shipped instantly after I asked to cancel.

I reached out to the delivery company, I could see on tracking that the package was still in Spain (it went past the delivery date and was still in Spain for around a month). It’s made me wonder if the order was actually ready when they said it was…

The delivery company advised they could cancel delivery only if the retailer contacts them. So I tried going back to the company, stated what I’ve been told. They just stated that they can’t do this, I have to refuse it / return it at delivery but they will be cost of £43 deducted from my refund for the return costs.

I somehow think this can’t be right that I’m not entitled to my full refund? But I don’t know any legal rights in this situation. I was thinking to go through my Bank but is this something they could help me with?

Thank you ☺️

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tinkerbell2000

Forgot to mention it was attempted to deliver today and I have refused it. So now not sure what to do regarding getting my all money back? Shouldnt I be entitled to?

Albus_Alumni

Hi @tinkerbell2000 that's a tricky situation as you're ordering from overseas, so different laws will be in effect. Many UK businesses will happily cancel orders once the item has been posted (14 day right to return applies) but will still charge a delivery fee, so they're not out of pocket. Even if free delivery is mentioned, it still costs the company to ship items and free delivery is basically a discount on the goods.

I've had a look on their website and it states "Please note that if the reason for the return is that the product does not meet your expectations, you will have to bear the return shipping costs. These will be calculated based on the price of the product and will be deducted from the amount to be refunded. Check the details in section 6.3 'Return Costs' in our terms and conditions."

So you would be liable for any shipping costs unfortunately.

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