How do i stand...

If i order something online,

I'm sent the wrong item

I return the item but the one i want is out of stock,

Am i entitled to refund PLUS the cost of the postage for returning the wrong item?

I think so.

I agree that you are morally right, but I am not certain of the precise legal position.

I feel that if they send you what you ask for and you return it, that is not their fault so you should pay the return postage (bearing in mind you generally have the right to return goods under the Distance Selling Regulations), but if they send the wrong thing you, similarly, should not be out of pocket.

In your case, they are unable to fulfil your order, so you should have a refun of what you originally paid (including postage) and should be reimbursed for any reasonable expense in putting right their mistake (or at least the postage cost).

I think so too. If it's the retailer's error then you should be able to 'undo' the transaction without being out of pocket at all.

If you send the item back they should refund you for that postage cost. Alternatively they can expect you to hold on to the item while they arrange to collect it from you at their expense. Either way, you should be refunded your original purchase cost and any delivery charge they made.

Thanks Damien.

I'm a little miffed that is has cost me £4 and the time and effort to go the P.O. for nothing.

Cheers Matt

I'm getting the silent treatment at the moment.

> Alternatively they can expect you to hold on to the item while they arrange to collect it from you at their expense.

They've already got his money, so they probably wouldn't be in any hurry to do anything about it (that's if they're not inclined to do the decent thing and compensate for their two-fold mistakes: sending the wrong thing, and not having the right thing in stock).

Glyn wrote (see)

name and shame.

Well, after another E-mail i'm going to be sent a cheque (somewhat reluctantly i feel) for the return postage.

.

The power af a thread on OM

No cheque

some firms just don't get it

I don't like to slag off a shop that could be brilliant with everyone else but i'm the odd unfortunate customer. BUT i get the feeling they don't think they should refund MY postal costs for returning a wrongly sent item.

I think they didn't have the ordered item in stock so they sent an inferior one and hoped i'd just accept it. I may be wrong.

oh well, it's up to you but you might just help someone else avoid the same unfortunate experience.

...and I'm sure you won't sway the opinion of anyone who's had 'brilliant' service from them.

> BUT i get the feeling they don't think they should refund MY postal costs for returning a wrongly sent item.I think they didn't have the ordered item in stock so they sent an inferior one and hoped i'd just accept it.

Both points that people should be aware of, and both examples of poor customer service.

At last

 a cheque has been sent today.

mick dray wrote (see)

At last

 a cheque has been sent today.

I give up. No cheque.

It's the Post Offices fault now.

Shit service Ratrace.