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How To Get Your Delivery Cost Refunded

How To Get Your Delivery Cost Refunded

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Lacey Bell Blogger

Some online companies are deliberately misleading customers and not refunding delivery costs that you are entitled to. We're not just talking about small businesses that are trying to protect their small profits, but huge multi-million pound high street companies too.

In the UK, customers have a right to have their delivery cost refunded when returning all items from an order and you are protected by The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Specifically Regulation 34 details when you are entitled to have your delivery cost refunded.

Delivery Cost Refund Rights

Here are the parts that matter:

Reimbursement by trader in the event of withdrawal or cancellation

(2) The trader must reimburse any payment for delivery received from the consumer, unless the consumer expressly chose a kind of delivery costing more than the least expensive common and generally acceptable kind of delivery offered by the trader.

(3) In that case, the trader must reimburse any payment for delivery received from the consumer up to the amount the consumer would have paid if the consumer had chosen the least expensive common and generally acceptable kind of delivery offered by the trader.

Link to the full regulation

What Is An Order Cancellation?

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulation 30 describes a cancelled order as:

Normal cancellation period

(3) If the contract is a sales contract and none of paragraphs (4) to (6) applies, the cancellation period ends at the end of 14 days after the day on which the goods come into the physical possession of—

(a)the consumer, or

(b)a person, other than the carrier, identified by the consumer to take possession of them.

(4) If the contract is a sales contract under which multiple goods are ordered by the consumer in one order but some are delivered on different days, the cancellation period ends at the end of 14 days after the day on which the last of the goods come into the physical possession of—

(a)the consumer, or

(b)a person, other than the carrier, identified by the consumer to take possession of them.

(5) If the contract is a sales contract under which goods consisting of multiple lots or pieces of something are delivered on different days, the cancellation period ends at the end of 14 days after the day on which the last of the lots or pieces come into the physical possession of—

(a)the consumer, or

(b)a person, other than the carrier, identified by the consumer to take possession of them.

Link to the full regulation

What Does It Mean?

In short it means that if you choose to return all items from your order within 14 days of receiving the order, you are entitled to a full refund of the order including the delivery cost. The store must refund the delivery cost up to the amount of the cheapest delivery cost.

Let's use our shop, Lacey Bell, as an example.

Example 1

A customer buys two items from Lacey Bell for £40 and chooses standard delivery for £2.99 at the checkout. Within 14 days of receiving the items, the customer returns all items. The customer is entitled to £40 refund for the items and £2.99 refund for the delivery.

Example 2

A customer buys two items from Lacey Bell for £40 and chooses next day delivery for £4.99 at the checkout. Within 14 days of receiving the items, the customer returns all items. The customer is entitled to a £40 refund for the items and £2.99 refund for the delivery.

This is because the customer chose a more expensive delivery option at checkout and the customer only has a right to be refunded the cheapest delivery cost value available.

Example 3

A customer buys three items from Lacey Bell for £60 and chooses next day delivery for £4.99 at the checkout. Within 14 days of receiving the items, the customer returns all items. The customer is entitled to a £40 refund for the items and £0 refund for the delivery.

Lacey Bell offers free delivery for all orders over £50, because the customer chose a more expensive delivery option at checkout the customer only has a right to be refunded the cheapest delivery cost value available, which is £0.

Example 4

A customer buys two items from Lacey Bell for £40 and chooses standard delivery for £2.99 at the checkout. Within 14 days of receiving the items, the customer returns only one item worth £20. The customer is entitled to a £20 refund for the item and £0 refund for the delivery.

Delivery cost refunds are only available when the complete order has been returned. When making a partial refund and only sending some items back, customers are not entitled to a delivery cost refund.

If A Company Does Not Refund Your Delivery Cost

If you have checked the above examples and know you are eligible to have your delivery cost refunded, but haven't had your delivery cost refunded here's a template email you can use to contact customer services.

Dear Customer Service

I recently returned all items from my order (order number [your order number here]) within 14 days of receiving my order. As per regulation 34, paragraph 2 of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, please refund my delivery cost of £[enter delivery cost here]).

Kind regards

[Your Name]

Contacting The Ombudsman

If the company still refuses to refund your delivery cost you can contact the ombudsman to take your complaint further.

https://www.ombudsman-services.org

Lacey Bell Refunds & Returns Policy

It's great shopping online, it's easier and more convenient than going to the shops, but the big difference is being able to try in-store before you buy. That's why it's important that online customers have peace of mind that they can buy a veil or jacket from us; order it and try it on at home; and if it's not suitable to return it, hassle-free. Lacey Bell offers free returns with pre-paid labels for all UK customers and we will never try to keep your delivery cost refund where you're entitled to it.

Visit Lacey Bell Bridal Shop

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