UK - Select Stores charging 15% for unused returns (Ordered online for pick up in-store)

[leebroath]

To all UK customers

Please think twice when purchasing Apple devices, or accessories etc from UK ‘Select Tech’ stores (Apple Premium Authorised Reseller)
- Formerly known as Stormfront.

I had a shocking experience last week, but luckily it was only an iPhone case, I can’t imagine how I’d feel if I had purchased a Mac book.

With the new iPhone 16 Pro Max release I decided to treat myself and ordered the Official Apple case from the Select store Online for pick up in store local to me. After picking up the case next day, I got home and peeled off the security strip, opened it up to inspect and decided it wasn’t for me, so immediately placed it back in the packet, then ordered the Otterbox Lumen case direct from Apple, which has since arrived and is perfect.

The issues started when I returned back to the Select store and asked for a refund, I explained the case was only removed to inspect and unused. Sales guy behind the counter said they need to charge 15% restocking fee as the seal was broken off…which I was utterly shocked about. From the £49 paid on the receipt, I was handed back £41.65. To my knowledge, as these stores are “Premium Apple Resellers”, the returns procedure I thought would be the same, and I’ve never seen an opened box being resold in their store.

I have since read up on UK Law and reviewed the Select store (and their online T&C’s) which is at fault. According to UK law what was once called the ‘Distance Selling Regulations and now known as ‘The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013’

According to Law, and because I purchased the item Online for next day pick up in store, I am fully covered, as the money was exchanged and paid for online before even stepping foot in their door. So I should have been given 14 days to take the item home (classed as unseen), inspect it and return it for a full refund thus cancelling the contract.

Appears that ‘Select‘ stores don’t operate under UK Law and are sticking to their T&C’s, which as we know isn’t worth the paper it’s written on when it comes to Law.

I‘ve sent them the facts, and still waiting on a reply Email….

I also realise this is for a small amount of change, but it’s now the principle of the matter!

Select: https://uk.selectonline.com/

 

[JPack]

Not sure I understand. Does UK law allow consumers to buy, open, and return any product without consequence? Sucks for merchants if true.

 

[leebroath]

UK Law allows customers 14 days to open an item, inspect and return for a full refund, which is what Apple do anyway.

Regardless if the item was also purchased online and picked up in store

Select stores (Apple Premium Reseller) have been back in touch, and have apologised and stated my order was treated as an in-store purchase, which was wrong!

They have since refunded my card, but just goes to show, even their Head Office didn’t have clue until I mentioned our UK Law facts.

 

[mblm85]

Does UK law allow consumers to buy, open, and return any product without consequence?

No it doesn't.

However, many retailers will accept goods back if unopened and in pristine (resaleable) condition, and the Distance Selling Regulations allow online purchases to be opened solely to confirm you've got what you ordered.

 

[mblm85]

This explains things well: https://www.moneysavingexpert.com/news/2024/07/martin-lewis-consumer-rights-shopping-returns/

 

[laptech]

Due to the case being purchased online the consumer is unable to physically check it before purchase which means under UK consumer law the customer has 14 days to send it back for a refund (a full refund has different rules attached to it). Also under UK consumer law the seller can charge the buyer for returning the item AND depending on the sellers terms and conditions, can also include a re-stocking fee because under UK sales law, once a sealed item is removed from it's packaging it is no longer classed as new and thus can no longer be sold as new and no longer at it's original new price.. It has to be sold as 'used' and at a reduced price.

Sellers have their own terms and conditions of sale which means the OP needs to check the companies terms and conditions regarding returns. UK consumers do have strong rights BUT they are severely limited when it comes to 'change of mind' as that moneysavingexpert link in the above post explains.

This is why consumer experts say that before buying something online people must check the companies return policy because consumer law will not protect the buyer in every case.

When you buy something on line, it is the buyers responsibility to check what their rights are when it comes to the online companies exchange/return policy because a consumer experts keep on pointing out, when you buy online, you are entering into a 'purchase contract' and part of that contract is the companies exchange/return policy. This is why when you purchase something online, there tends to be a little tick box that has to be ticked before it will allow to press 'submit to pay' button. That little tick box is for the purpose of the buyer agreeing to the companies terms and conditions.

So, unless the companies return policy specifically says a full refund if returned within 14 days, the OP is out of luck.