Returns and Restocking Fees

[Stuxnet]

I purchased a product that cost roughly $500 through an Internet seller who has a retail storefront.

No return policy is posted on the site, nor is any policy agreed to when the purchase is made. I received the shipment Friday, but I want to return it (it is unopened). I emailed them today and they informed me that the restocking fee is 20%.

I paid with a credit card.

Any recourse?

Updated: 6/27/2006

Right from the horse's mouth (page 82 of Visa's Merchant Terms and Conditions):

Disclosing Refund, Return, or Service Cancellation Policies
If your business has policies regarding merchandise returns, refunds, or service cancellation, these policies must be disclosed to the cardholder at the time of the transaction.

...

Failure to disclose your refund and return policies at the time of a transaction could result in a dispute should the customer return the merchandise.

And that's the way it should be, too. If you charge a restocking fee or don't even accept returns, you need to be open and honest with your customers. Deliberately concealing such policies is deceptive.

 

[Zorro]

Originally posted by: jbourne77
I purchased a product that cost roughly $500 through an Internet seller who has a retail storefront.

No return policy is posted on the site, nor is any policy agreed to when the purchase is made. I received the shipment Friday, but I want to return it (it is unopened). I emailed them today and they informed me that the restocking fee is 20%.

I paid with a credit card.

Any recourse?

What retail store is it ?

 

[mugs]

What retail store is it?

 

[Stuxnet]

It's a mom & pop hobby shop. There are NO terms and conditions on the website, nor were any outlined in any email correspondance.

 

[Zorro]

Originally posted by: jbourne77
It's a mom & pop hobby shop. There are NO terms and conditions on the website, nor were any outlined in any email correspondance.

Mom and Pop you are screwed...

 

[mugs]

Well based on your OP it sounds like you KNOW your only recourse - a credit card chargeback.

 

[Zorro]

Originally posted by: mugs
Well based on your OP it sounds like you KNOW your only recourse - a credit card chargeback.

What's the reason for a chargback had them order what he wanted. i am sure they have to pay a restocking fee to there supplier. If i was the merchant and you tried a chargeback i would fight tooth and nail to the end

 

[Stuxnet]

Originally posted by: Zorro

Originally posted by: mugs
Well based on your OP it sounds like you KNOW your only recourse - a credit card chargeback.

What's the reason for a chargback had them order what he wanted. i am sure they have to pay a restocking fee to there supplier. If i was the merchant and you tried a chargeback i would fight tooth and nail to the end

FWIW, my order was not a special order. It was pulled right off their shelf.

 

[Toonces]

still, there's no reason they have to do a return at all be happy with 80% of your purchase price.

 

[torpid]

I am pretty sure most states require the return policy to be disclosed before sale. If it's somewhere on the web site, you may be SOL. But if it definitely is not posted anywhere, I believe you have a legitimate grievance.

 

[kranky]

I don't believe there is any legal requirement to accept returns.

 

[mugs]

Originally posted by: kranky
I don't believe there is any legal requirement to accept returns.

Yeah that's a good point. Because most big chains accept returns for any reason, people have started to expect that, even think it's their right - which I think is absurd.

 

[EagleKeeper]

Why did you order something that you then did not want?

 

[Stuxnet]

Originally posted by: EagleKeeper
Why did you order something that you then did not want?

Give me a break :roll: .

I suppose you've never returned anything? People change their minds. People find better deals. I wasn't acting as if it was my "right" to return it. That's why I was asking what others thought.

 

[Injury]

Originally posted by: jbourne77

Originally posted by: EagleKeeper
Why did you order something that you then did not want?

Give me a break :roll: .

I suppose you've never returned anything? People change their minds. People find better deals. I wasn't acting as if it was my "right" to return it. That's why I was asking what others thought.

... but you didn't answer his completely legitimate question.

 

[NeoPTLD]

Return policy/restocking fee etc must be clearly posted on the site/storefront.
Return it, let them deduct the restocking fee.

Call your credit card company and do a chargeback on the restocking fee. Be sure you tell them that the merchant made up the rule on the spot as he did not have the policy clearly posted or on the receipt.

The regulatory law doesn't have to be the same as the credit card company rules. There are rules the merchant agreed in becoming a (credit card name) merchant and if it breaks the rule, credit card company will process a chargeback.

 

[GrammatonJP]

better do screen shots of his policy or lack off before calling them.. they might just put it on after you harass them

 

[cubby1223]

Originally posted by: mugs

Originally posted by: kranky
I don't believe there is any legal requirement to accept returns.

Yeah that's a good point. Because most big chains accept returns for any reason, people have started to expect that, even think it's their right - which I think is absurd.

How would any of these guys have lived in the days before return policies? Used to be you could hardly return anything "because you changed your mind".

 

[Stuxnet]

Originally posted by: Injury

Originally posted by: jbourne77

Originally posted by: EagleKeeper
Why did you order something that you then did not want?

Give me a break :roll: .

I suppose you've never returned anything? People change their minds. People find better deals. I wasn't acting as if it was my "right" to return it. That's why I was asking what others thought.

... but you didn't answer his completely legitimate question.

Because it was a dumb, sarcastic question that warranted no reponse. Obviously I wanted it when I purchased it. But during the week and a half it took for the merchant to ship it to me, I changed my mind.

Clear?

 

[Stuxnet]

Originally posted by: Injury

Originally posted by: jbourne77

Originally posted by: EagleKeeper
Why did you order something that you then did not want?

Give me a break :roll: .

I suppose you've never returned anything? People change their minds. People find better deals. I wasn't acting as if it was my "right" to return it. That's why I was asking what others thought.

... but you didn't answer his completely legitimate question.

Because it was a dumb, sarcastic question that warranted no reponse. Obviously I wanted it when I purchased it. But during the week and a half it took for the merchant to ship it to me, I changed my mind.

Clear?

 

[Stuxnet]

I just read Visa's merchant terms and conditions, and it quite specifically states that merchants who pose special return/refund policies must disclose this information at the time of sale. For storefronts, this means posting a sign at the register and/or including such information on the receipt. For Internet merchants, this means posting the information in an easily accessible link from anywhere on the site and, preferrably, requiring that the customer specifically agree to such policies.

I'm paraphrasing, but the exact text can be found here starting on page 17 of the PDF document.

I'll be returning the merchandise and then working with my credit card company on the 20% restocking fee. I've taken screenshots of the site and the check-out process to verify my claims that there is no such information provided on the site.

 

[Stuxnet]

Actually, this is right inside the "Chargebacks" section of Visa's merchant Terms and Conditions (from page 82 of the linked document above):

Disclosing Refund, Return, or Service Cancellation Policies
If your business has policies regarding merchandise returns, refunds, or service cancellation, these policies must be disclosed to the cardholder at the time of the transaction.

...

Failure to disclose your refund and return policies at the time of a transaction could result in a dispute should the customer return the merchandise.

And that's the way it should be, too. If you charge a restocking fee or don't even accept returns, you need to be open and honest with your customers. Deliberately concealing such policies is deceptive.

 

[altonb1]

Update the thread when this is fully settled....

 

[Injury]

Originally posted by: jbourne77

Originally posted by: Injury

Originally posted by: jbourne77

Originally posted by: EagleKeeper
Why did you order something that you then did not want?

Give me a break :roll: .

I suppose you've never returned anything? People change their minds. People find better deals. I wasn't acting as if it was my "right" to return it. That's why I was asking what others thought.

... but you didn't answer his completely legitimate question.

Because it was a dumb, sarcastic question that warranted no reponse. Obviously I wanted it when I purchased it. But during the week and a half it took for the merchant to ship it to me, I changed my mind.

Clear?

You're just being rude.

What part of it was dumb and sarcastic? All he is wanting to know it what your original reason for ordering it was. Maybe it was a kite, you ordered it on a nice windy day and by the time it got to you the wind had died down... maybe it was a rake, but you got it and there were no leaves on the ground.

Maybe you took it as him being a jerk, but it sounds to me like he just wanted to know what was ordered and why you decided against it. Curiosity isn't a bad thing.

 

[BigJ]

Why haven't you given us a link to their website yet?