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Java-E UK - Consumer Rights (Returning Goods)
If one of the items that you receive is not what was described to you by the seller at the time of purchase, or if the item is faulty/damaged/defective, then you can reject the entire batch (or only the defective items; it's your choice).
If rejecting the item(s), then you must tell the seller of your problem before you spend any cash in trying to return the items. The seller does not have to reimburse your return costs if you do not first ask them how you would like the items returned.
For example, if you are returning a defective gift voucher:
Invalid Return: You do not tell the seller of the problem, and you just send it back to the seller with a rejection letter included via an expensive courier using the highest level courier service. This would be deemed unreasonable and the seller could quite rightly refuse to reimburse you for your courier costs.
Valid Return: You phone (or write to) the seller telling them your problem, and they tell you to return it to them by normal post, which you do enclosing a rejection letter asking for reimbursement for the defective voucher and the postal costs. This is reasonable on both sides (buyer and seller) and should be carried out as per your request.
Valid Return: You phone (or write to) the seller telling them your problem, and they tell you to return it at your own expense by courier which they will not reimburse you for, and you reject that and instead send it back by normal post (but registered) and enclose a letter asking for reimbursement for the postal costs as well as for the faulty voucher. This is reasonable and should be carried out as per your request.
The basic rule is to contact the seller as soon as you can and to be reasonable and clear and polite (but firm) in your requests. If you act this way then you should never be out of pocket and you should get a full refund or exchange.
Always seek the seller's permission for any return expenses before you return the item. If the seller is not being reasonable, then return the item in a reasonable way enclosing a rejection letter and a full breakdown of your reimbursement costs (including post/packing etc).
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