I know, boring subject but please keep this email somewhere so you have it handy! 

 

Effective from 13th June 2014. 

 

Cancellation rights

  • Cancellation period extended from current 7 working days to 14 calendar days. To give customers more time to change their minds.
  • Customers should return items within 14 days of cancellation. (so if they email us on the 14th day, they have another 14 days to return it to us!)
  • We will be able to withhold refunds until goods are returned (or evidence of return is provided) and we can reduce the amount of money refunded for goods returned which show evidence of use beyond the handling necessary to see whether the goods are as expected.
    • For eg:I sell toys online. A customer recently ordered a large toy model to assemble, to be sent by express delivery, but changed their mind and returned it. Not only was it not returned in the original bubble wrap and brown box I used, but the model’s box with photo and description was torn and the plastic packets containing the plastic bricks inside had been opened. What can I do?
    • You cannot deduct for the bubble wrap and brown box since it would have been reasonable for the customer to remove these to see the item in the way they would in a shop. However, it would not have been necessary to go further and open the box nor especially to open the sealed packets. You will therefore be able to reduce the refund to reflect the diminished value. In addition, you will only need to refund the standard cost of delivery provided this was offered) and not the full cost of the express delivery chosen by the customer. And provided that you told the customer that the cost of return delivery would fall to them, you need not pay for that. 
  • We must refund within 14 days of cancellation on receipt of goods (or of evidence of the customer returning them)
  • Where the customer cancels a contract, any ancillary contact (such as a warranty or credit agreement) is automatically cancelled.

 

Delivery

  • Delivery of goods should be without undue delay and delivery within 30 days, unless we and the customer agree otherwise.

 

Payments

  • Customers will not be liable for costs which they have not been told, pre-contract, that they must bear. 

 

 

 

 

Tesco - Tesco are also changing their regulations in regard to returns whereby if the customer doesn't want an item and aren't happy with it, then they have 4 weeks to change their minds! 

Shout if you need any more info, we don't get a lot of returns through Tesco but this is what we've been told.