Trying to return a shower tray
Discussion
Bought a shower tray via a seller on amazon. Clearly stated as a stone resin tray in both the item title and description. Tray arrives and is not stone resin as i know it and is flexible.
Try to return the tray. Instructions say print out label. One half goes on outside of packaging, other half goes inside. Seller is now trying to charge £15 repackaging fee as packaging is clearly damaged (Opened to insert label). Now I have thoroughly read their returns guff on amazon they do state:
"If you are going to return the item by yourself ,we suggest you use a courier that can compensate as we don’t accept responsibility for any items that are damaged or lost during transit. After the item has been delivered back to us in good condition and in the original packaging (unopened) we will then issue a refund in 3 working days. If the packaging is not acceptable or some parts are damaged/ missing, only a partial refund will be issues which we will determine. Please message us the tracking information via Amzon once you dispatch the item."
I'm assuming this is a losing battle and will just be told that I should put packaging over the original packaging and put the label inside that?
Bit pissed off at having to pay £15 to return it in the first place. (but still better than taking it to the post office and paying £30+ like they suggested)
Anything I can do to avoid the fee? I feel I've been completely mis-sold, then stitched up to the tune of £15 for a bit of polythene.
ETA: I'd already booked the courier to return (pick up tomorrow morning) by the time I received the email about repackaging costs.
Try to return the tray. Instructions say print out label. One half goes on outside of packaging, other half goes inside. Seller is now trying to charge £15 repackaging fee as packaging is clearly damaged (Opened to insert label). Now I have thoroughly read their returns guff on amazon they do state:
"If you are going to return the item by yourself ,we suggest you use a courier that can compensate as we don’t accept responsibility for any items that are damaged or lost during transit. After the item has been delivered back to us in good condition and in the original packaging (unopened) we will then issue a refund in 3 working days. If the packaging is not acceptable or some parts are damaged/ missing, only a partial refund will be issues which we will determine. Please message us the tracking information via Amzon once you dispatch the item."
I'm assuming this is a losing battle and will just be told that I should put packaging over the original packaging and put the label inside that?
Bit pissed off at having to pay £15 to return it in the first place. (but still better than taking it to the post office and paying £30+ like they suggested)
Anything I can do to avoid the fee? I feel I've been completely mis-sold, then stitched up to the tune of £15 for a bit of polythene.
ETA: I'd already booked the courier to return (pick up tomorrow morning) by the time I received the email about repackaging costs.
Edited by samdale on Wednesday 23 August 17:59
you should have perhaps opened the case as a 'not as described' rather than a 'changed your mind' or 'no longer want'
Amazon are pretty good should you need to contact them. It maybe due to the nature of the goods, but it is pretty unreasonable to suggest you can't open the box to see what it is you've actually bought before deciding if you want it.
Amazon are pretty good should you need to contact them. It maybe due to the nature of the goods, but it is pretty unreasonable to suggest you can't open the box to see what it is you've actually bought before deciding if you want it.
catman said:
How are you expected to examine the goods without looking at them? This is clearly a try-on. What reason have you given Amazon for the return?
Tim
Indeed, quite a load of cobblers. Tried speaking to Amazon earlier but they couldn't help as it was ordered on my girlfriend's account. Now she's phoned them and had much more luck. Claim filed and return courier cancelled. Told to hang fire and wait to hear from Amazon claims team. Tray was around £70. Have since bought one from screwfix for ~£100 that is actually stone resin. Propped up against the wall I can flex this one with my hand.Tim
Item name and description clearly state stone resin...
Update: Amazon a-z have opened and closed our case twice.
Apparently it is ok to deliberately mid sell an item in order to profit from your returns policy which states you can charge whatever you like for packaging. Quite the business model! And yet Amazon state marketplace sellers return policies must be equal to or better than their own!
Apparently it is ok to deliberately mid sell an item in order to profit from your returns policy which states you can charge whatever you like for packaging. Quite the business model! And yet Amazon state marketplace sellers return policies must be equal to or better than their own!
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