Hooded Cape

[Barsel]

I recently sent for a hooded cape from Amazon. When it arrived today, it was a different style of cape and had no hood.I've spent all afternoon sending emails back and forth. I had to send them photo's of the one they had sent plus a copy of the receipt. They have now admitted it's different and have asked me to send it back.As it's their mistake, am I entitled to a full refund (incl p&p) and should I expect a pre paid returns label from them?x

[bhg481]

Amazon should pay the postage and you should get a full refund.

[trt]

Thats not like Amazon, they are usually on the ball with complaints.

In the past they have sent me a free returns label by e-mail to print out.

[Buenchico]

Your claim against the retailer is under the Consumer Rights Act, rather than under the Consumer Contracts Regulations, since the item purchased was not 'as described'. (See my post here for an explanation of the separate rights: http://www.theanswerbank.co.uk/Shopping/Question1450431.html ).

So you should not be left out of pocket. The retailer should either send you a pre-paid returns envelope/label and refund you the cost of the item (inc p&p) or, if you send the item back at your own expense, refund you the cost of the item and both sets of p&p charges.

(You'll note that I've written 'the retailer', rather than 'Amazon', as most problems with purchases through the Amazon website seem to occur when buying from Amazon traders, rather than when buying directly from Amazon itself).

[Barsel]

Hi Chris,yes it was a trader rather than Amazon themselves.This is the last reply I had from them this evening.
'Hi we will send a returns label but you do state this item does not have a hood'
I'm not sure what they mean by this unless they mean I should write on the invoice that the item doesn't have a hood and put that in the parcel.
I've had a look at the link you put on and that was very informative.
I've written to them again to ask if the returns label will be pre paid and if they will refund the full amount including P&P but I'm just waiting on a reply from them.
I have a feeling this isn't going to be straight forward.

[Davemano]

Don't know if it's of any interest, but Asda stores have a cupboard and returns to Amazon are collected from there, post free.

[Davemano]

Further to my last post - have been reminded that upon receipt of the 'returns label' and instructions, I think you may find that the item can be taken to a supermarket for return, and I believe that Tesco have the same facility as Asda

[Barsel]

Thanks for that Davemano but the seller has told me to take it to the post office which is actually closer to me than any of the supermarkets.

[Davemano]

No doubt they are sending you a 'free post' label. Anyhow I'm sure it will turn out OK as Amazon don't like adverse comment and criticism.

[Barsel]

I have written to them again and asked for a pre paid returns label and they have replied with this!

Hi
> It will be a prepaid we just await for item to be returned to us to see what incorrect item was recieved <

How am I supposed to return it to them without the label? I've told them which item they sent and I've sent 2 pictures of it back and front.I getting really fed up now.

[Barsel]

Sorry that should be I'm not I.