Wednesday, April 21, 2021

Consumers could be owed £4.1 billion in delivery fees this Christmas

Sustainable delivery

Retailers that are in danger of breaking the Consumer Contracts Regulations over Christmas if they fail to refund delivery costs on returned items.

New research conducted by the Daily Mail found that online retailers who retain packaging and delivery fees after a return may be breaking the law.

Some companies such as Asos, Boohoo and Topshop will return customer delivery charges, but only upon request. With returns expected to reach unpresidented levels over the Christmas period, millions of people could lose out on money, and some retailers are in danger of breaking the law.

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KPMG estimate that 40 per cent of clothing items bought online will be returned this year, and Slater and Gordon have predicted £4.1 billion will be owed to consumers in unreturned fees.

 ”The onus should be on online retailers to refund the original delivery charge once they are in receipt of the returned goods,” Slater and Gordon solicitor Carys Murphy said.

“Forcing a customer to fill in a separate form or make a call in order to get payment is not reflected in the regulations or in government guidance. Quite frankly, this appears to be an attempt by online retailers to justify avoiding paying consumers money they are entitled to.”

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