RETAILERS across the UK are charging hefty returns fees to customers who change their minds on orders.
In some cases, brands are simply passing on courier fees, but other high street names are enforcing a charge for every parcel sent back.
For instance, PrettyLittleThing recently implemented a charge of £1.99 per item returned.
In February, River Island angered customers by introducing a £2 charge to return items ordered online.
The retailer also said it would ban some customer accounts if they made too many returns.
And H&M brought in a £1.99 fee in September last year.
It’s worth noting that most retailers in the UK still allow free returns in store, although not all will let you return goods bought online this way.
Richard Hyman, a retail expert and partner at Thought Provoking Consulting said: “Online retail has always found making money challenging. People may imagine without rents to pay the economics are better. But returns tend to erode margins.
“The cost of dealing with huge amounts of product sent back are huge. Belatedly, retailers are realising they need to start charging and growing number are.”
He added that some retailers are offering free returns for bigger order sizes but that risks encouraging still more returns from oversized orders, which could leave retailers struggling once more.
Hyman says he believes that charging for returns will very soon be the order of the day but points out that very few retailers are actually passing on the entire cost.
He explained: “Most charges fall way below what is a rapidly increasing cost to retailers.”
Delivery charges should be clearly visible on the website, as they form the basic terms and conditions of the sale.
However, an recent investigation by The Sun found that costs and courier charges were sometimes buried in terms and conditions meaning customers might not know about them at point of purchase.
And despite the trend towards charging, there are still lots of high street names that offer free returns.
We’ve rounded up the ones we could find that are totally free, only charge for postage, or only impose a fee if parcels weigh over a certain amount.
Amazon says that it offers free returns for most items that are sent back within 30 days as long as they are unused and undamaged.
It adds that most of its sellers do the same. Often, a free returns label is included with your package.
It says that it will issue a refund for a product shipped by Amazon, within a maximum of 14 days and confirm it with an automated e-mail.
THE SUN’S Head of Consumer, Tara Evans, explains your return rights:
YOUR right to return items depends on where you purchased it and why you want to return it.
If you bought an item online then you are covered by the Consumer Contracts Regulations, which means you can cancel an item 14 days from when you receive it.
You then have a further 14 days to return the item, once you’ve notified the retailer that you want to return it.
If an item is faulty – regardless of how you bought it – you are legally able to return it and get a full refund within 30 days of receiving it.
Most retailers have their own returns policies, offering an exchange, refund or credit.
Shops don’t have to have these policies by law, but if they do have one then they should stick to it.
Argos offers free returns for most of the things that it sells.
If you’ve changed your mind and need to return an item, you have 30 days from the date of collection or from the date of delivery to return your item(s).
Your item(s) needs to be:
However, if you’re returning a made to order furniture item, you have to pay a non-refundable £25 charge, unless the product is faulty.
Apple says you can return purchases within 14 days for free. The product must be in its original condition with all of its parts, accessories, and packaging.
Returned products may require inspection. If approved, a refund or exchange will be issued within 10 business days.
If you bought an Apple product from another retailer, you will need to follow that store’s returns policies and procedures.
Asda has a generous online returns policy, where most things can be returned within 30 days if you change your mind. You need to show proof of purchase.
On top of that, it has a 100-day satisfaction guarantee on George clothing and some George home products.
Fashion and homeware items that do not have the 100-day guarantee and must be returned within 30 days include pierced jewellery, hair accessories, mattresses, and furniture.
Swimwear can be returned for a refund under the Changed Your Mind policy, only when the hygiene seals are in place and have not been removed.
M&S’ standard returns policy is 35 days for both online and in-store purchases, except sale items, which must be returned within 14 days.
Clothing or homeware items can only be returned at main clothing and home stores and outlet items can also only be returned to outlet stores.
M&S says all items need to be in their original condition, which means:
Returns that are incomplete, unsaleable or do not meet these conditions may be rejected, with all or part of the original price paid withheld.
ASOS says that returns in the UK are free and trackable, as long as you don’t fall foul of its “fair use policy” and you return things within 28 days.
It says that for the small group of customers who consistently take actions that make providing them with free returns unsustainable, it deducts and retains £3.95 from their refund to help cover the cost of getting the goods back.
It says that it uses an objective formula based on shopping behaviour, taking into account whether someone has made particularly excessive returns well beyond the average, as well as the number and value of orders made.
Even if you fall into this group, you still get free returns if:
ASOS adds that some things cannot be returned for health and hygiene reasons including:
John Lewis says that you can return or exchange an unwanted item for free up to 30 days after you receive it.
The item you’re returning must:
Small items can be returned in store at John Lewis, Waitrose, or one of its return locations. For larger items you will need to arrange a return online, with a £29.95 collection fee.
Boots says you can return any unwanted items free of charge within 35 days for a refund or replacement.
It says it will not provide a refund if goods are not returned in a saleable condition or are damaged (unless they arrived damaged).
Electrical and photographic equipment will only be accepted if complete with all leads, accessories and software. Any software must have its original seal intact.
Unless faulty, medicines, food, personalised gifts or cosmetic products which have been opened cannot be refunded or exchanged.
If you want to return things by post, you will need to download and fill out a returns form, and create a returns label with Royal Mail.
You need to post it yourself as Boots says it cannot accept returns that have been collected by Royal Mail.
Sports Direct says you can return goods for a refund within 28 days, but you’ll have to pay your own postage.
All items must have not been used, worn, or washed and must in their original packaging with all tags attached.
You can’t take goods bought online into a store for a refund.
If you purchased from Currys online, you can return your item within 30 days even if you have opened it for inspection.
To obtain a full refund, it must be returned as new and in a resaleable condition.
This means:
Once you have used a product, you can only return it if it is faulty or not as described
If you purchased in store, you can return your item within 30 days in its unopened and sealed packaging along with proof of purchase.
02 says that if you want to return a device or accessory you can return it within 14 days for a refund. If you’d like to exchange it, just complete the return and place a new order.
For hygiene reasons, some accessories (like earphones) are exempt from the 14-day change of mind policy once they’ve been opened.
Very has a 28-day approval guarantee, which means most items can be returned free of charge.
To do this you need to go to the ‘Returns’ tab in My Account online or the ‘My Orders’ tab in the app within the 28-day approval guarantee period.
Next, select the items you wish to return
Choose Yodel store or Post Office and click ‘Get Label’ and follow the steps on screen to generate your code.
Fill in the reason to return code in the box on the advice note for each item you are returning and place the form and all items inside the parcel
Drop your parcel at your selected Yodel store or Post Office and show your code. The returns address label will be printed for you.
Next says that, if possible, customers should return all items in the same parcel.
IKEA says that almost all items can be returned within 365 days, even if they’ve been assembled.
However, it says it is unable to offer refunds or exchange for custom made worktops, food or drinks.
If the item weighs less than 10kg and can fit in a parcel of 60x50x50cm or less, it can be returned for free using Yodel.
However, for larger items, unless you’re happy to take them to a store, you’ll need to arrange collection which will cost you £25.
Sainsbury’s says you can return items within 30 days, in their original condition and with proof of purchase, to any of its stores.
The following products are not refundable unless faulty:
For hygiene reasons, Sainsbury’s doesn’t offer refunds on earrings.
Medicine bought from the shop floor can be returned for a refund or exchange, however it must be sealed, in its original packaging.
Screwfix offers free returns within 30 days of purchase under its moneyback guarantee scheme. There are several ways to return items to Screwfix, including:
Non-faulty items should be unused and in a saleable condition and with their original packaging. You must make sure you return all component parts and any promotional items or free gifts
House of Fraser offers free returns within 28 days, but you have to pay for your own postage.
All items must have not been used, worn, or washed and must be in their original packaging with all tags attached.
Personalised items will not be accepted unless the text is incorrect, or the item is faulty
Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned
If you change your mind about your Halfords purchase within 30 days, you can return to any of its 400+ stores.
If you bought your item online, you can send back to the distribution centre for a full refund, but you’ll need to pay for your own postage. For larger items, if you need Halfords to arrange a Courier, you will have to pay £40.
The item must be unused, clean and in its original packaging.
You can return your Littlewoods orders completely free with Yodel. Just select the order you’d like to return in your account and follow the instructions.
Yodel can only accept parcels under 10kg in weight and with maximum dimensions of 90x60x60cm.
Heavier parcels need to be returned by the Post Office, and you will need to pay for delivery.
Items bought at JD Sports can be returned free of charge either in store or using the note that comes in your parcel.
If you need to arrange a courier, then a £2.50 charge applies.
You can return items to Matalan stores free of charge, but you can also send them back using the online returns tool.
The parcel should contain the items you want to return, in their original condition, as well as your original delivery note with the returns section fully completed.
There’s no charge for returning the item, but you do have to pay postage unless the item was damaged or faulty.
To qualify for the refunds policy, all items must be in a re-saleable condition i.e. undamaged, in their original and undamaged packaging, unworn and complete with all tags and labels attached.
Smyth’s Toys offers free returns both online and by post, within 28 days.
If you want to send things back, it will generate a returns label for you which you can bring to your nearest DHL Service Point. This allows returns for parcels up to 20kg.
For larger items, you need to contact customers services, and charges may apply.
All items must be unused, unopened, and in their original condition and packaging.
In-store returns must be accompanied by a valid Smyths Toys receipt whereas online returns must include your dispatch confirmation email including your order reference (UK) number.
Dunelm’s “Change of Mind” policy allows customers to return products (subject to exclusions) within 28 days of purchase
To get a refund, you must ensure the product is unused and in its original condition (including all packaging, and tags and hygiene and security seals intact) and have your Dunelm receipt or order confirmation.
Certain items are excluded including those that are made to measure, cut to length, perishable, sold as ex-display, or gift cards.
Superdrug allows free returns both online and in store within 28 days.
This excludes the following:
To return items by post you need to get a Royal Mail freepost return label, which you can find here. Make sure that you get a proof of postage receipt from the post office.
If you’re an H&M member, then postal returns are free. However, if you don’t sign up then you have to pay £1.99 per parcel.
Becoming a member costs nothing, so it’s worth doing if you think you’ll want to order something online.
You can return most products that you buy through Poundland within 28 days from the date of purchase.
The exceptions to the refund and return policy include:
You need to send returns back to Poundland Digital Unit 5, Dearne Mls, Darton, Barnsley, S75 5NH and you’ll have to pay for your own postage.
Poundland says you should include a note that includes information such as your order number, name, and the items you wish to return within the parcel.
Game offers free returns both online and in store, but you’ll need to pay postage costs if you’re sending something back.
You can’t return things bought online in store for free, either.
You need to return items within 28 days, and you’ll need valid proof of purchase.
Products must also be returned in a resaleable condition.
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