Returned Package - refund original shipping cost?

misbi

This is a first for us, so looking for opinion. We sent a parcel to a customer in Europe by International Signed For service, at a cost of £10.15. Customer wasn't at home to take delivery and claims that they don't know where to collect it from anyway. Furthermore, they're claiming to be out of the country for some weeks, so package will be returned to me in their absence, therefore it's my problem to 'sort it out'!

Package has arrived safely back with me so I'm about to refund the customer. Question is, am I obliged to include the cost of postage, given that the buyer failed to fulfill their own responsibility for pick-up locally, thereby effectively refusing to accept delivery?

Hoddie

Unfortunately, yes.

Hoddie

Actually, there are exceptions - if the consumer specifically selected a delivery method other then your standard charge, you need only refund the cost of standard charge.

misbi

Thought that was the case. Only ever dealt with lost parcels before - must have been lucky so far!