An investigation launched by the BBC has highlighted that retailer Next along with other mail order companies have been flouting certain consumer rules by failing to offer a refund of delivery charges when items bought online are returned as a result of being faulty.

For the past three years, customers who have ordered goods through Next online, have not received a refund of delivery charges when returning goods bought online. 

The Distance Selling Regulations clearly state that when goods are returned within 7 days of receipt, whether or not they are faulty, a consumer is entitled to a full refund including delivery charges. The regulations do state that if a company wishes to charge for the cost of returning unwanted goods then they must clearly state this in the contract of sale. However a consumer can never be charged for the cost of returning faulty goods.

The regulations offer greater protection for those shopping online, as opposed to those who walk into a shop and make a purchase, as online customers have not had the opportunity to properly inspect the goods before purchase.

Next argued that it had interpreted the regulations to be in line with its refund policy, however since further clarification was provided by the European Court of Justice earlier this year, they have agreed to amend their policy.

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