Compbrake Motorsport LTD

[JE_GT]

The company have an odd way of dealing with refunds when products are in exactly the same condition as when they were sent out.

I ordered a pair of top mounts, decided against using them as they would be too firm, returned them with royal mail special delivery (probably packaged better than I originally received them I might add) and they are charging me a 25% "Restocking fee".
I understand them not refunding the postage/packaging and that's fair enough, but to go ahead and charge £50 to stick them back on a shelf in a warehouse seems ridiculous, especially without listing any terms and conditions on their website other than "ALL GOODS REQUIRING A REFUND MUST BE SENT BACK IN AS NEW CONDITION WITHIN 30 DAYS, ONLY CREDIT NOTES WILL BE ISSUED AFTER THIS TIME PERIOD."

do you think that's fair?

 

[maggi200]

No terms suggesting this question it but I'd obtain proof they weren't in the t&cs first then look into where to take it. Because that's not acceptable and it's not an inconsiderable amount either

 

[JE_GT]

This is all that is provided on their website, no T&C's page or anything.

 

[maggi200]

TBH I wouldn't have been cautious buying myself but there we go.

Deffo take it further. ALl the usual lines being open to yourself.

 

[JE_GT]

Take it further to where though, they're prettymuch refusing to move

 

[maggi200]

Consumer advice of some sort

 

[DrDrew]

Pretty sure it's against the distance selling rules to charge a re-stocking fee isn't it?

Returning goods
Only if it is covered in the contract and the written information
can you require the consumer to pay for the cost of returning
the ordered goods. If the consumer then fails to return the
goods, or sends them at your expense, you can charge them
the direct cost to you of the return, even if you have already
refunded the consumer’s money. You are not allowed to
make any further charges, such as a restocking charge or an
administration charge.
If you do not include these details in the required written
information then you cannot charge anything. You can never
require consumers to pay the cost of returning substitute
goods. If the goods are faulty or do not comply with the
contract, you will have to pay for their return whatever the
circumstances.

This is taken from the OFT's .pdf on distance selling rules for businesses.
https://www.oft.gov.uk/shared_oft/business_leaflets/general/oft913.pdf

So maybe a complaint to the OFT?

 

[JE_GT]

Pretty sure it's against the distance selling rules to charge a re-stocking fee isn't it?

Returning goods
Only if it is covered in the contract and the written information
can you require the consumer to pay for the cost of returning
the ordered goods. If the consumer then fails to return the
goods, or sends them at your expense, you can charge them
the direct cost to you of the return, even if you have already
refunded the consumer’s money. You are not allowed to
make any further charges, such as a restocking charge or an
administration charge.
If you do not include these details in the required written
information then you cannot charge anything. You can never
require consumers to pay the cost of returning substitute
goods. If the goods are faulty or do not comply with the
contract, you will have to pay for their return whatever the
circumstances.

This is taken from the OFT's .pdf on distance selling rules for businesses.
https://www.oft.gov.uk/shared_oft/business_leaflets/general/oft913.pdf

So maybe a complaint to the OFT?

Hero,

Called the citizens advice helpline and they agreed and reported them to trading standards.

 

[DrDrew]

Win. Hopefully you'll get your £50 back

 

[JE_GT]

Better do, I hate it when companies take the piss like that.

 

[weaveworx]

I HATE companies that do this!!! Not good!

 

[JE_GT]

Still no reply from them... wonder what to do next..

 

[singlespeed]

Still no reply from them... wonder what to do next..

maybe they were sleeping over night.

Give them till 10am, then call them and politely explain the distance selling regs and see if they want to comment here.

 

[JE_GT]

lol I meant no reply since I last contacted them which was at 12:00 yesterday, they would have had 5 hours to do so :/

I'm not very good at complaining to companies, I usually don't bother but it really annoyed me yesterday!

 

[JE_GT]

Hah, just had a call from Wigan trading standards and they are in agreement with me and will be contacting Compbrake today.

 

[maggi200]

Result

 

[JE_GT]

I wonder how many people they've done this to that haven't complained..