Hi,
I bought an iPhone XS Max for $1949 from these guys and ended up returning it. I paid the postage as per the 30 day free returns and I just received the following email:
“Hi. we are happy to refund you. but we have to charge you 10% of restocking fees as our policy for Postage fees and administrative fess. hope you can understand.“
Wtf? Is this allowed? $190 for “restocking?!”
I emailed back straight away saying that’s not reasonable and am waiting to hear back.
Restocking fees are also a part of the cost of making change-of-mind returns.
Happy for that to be the case if you state it up front - I don’t think charging it without prior warning is acceptable.
Fair, but I don't think consumers should assume full refunds unless that's also stated.
@HighAndDry: To me this implies that if you return the phone in new condition you will receive a full refund:
“You must return items in their original packaging and in the same condition as when you received them. If you don't follow our item condition policy for returns, you may not receive a full refund.”
Have a look at your listing and see if it's written anywhere in the terms and conditions. If you can, save the page or screenshot.
I had a look at one of their random listings, and can't see it being part of their policy.
Return policy
* Item must be returned within 30 days after the buyer receives it
* The buyer is responsible for return postage costs.
* You must return items in their original packaging and in the same condition as when you received them. If you don't follow our item condition policy for returns, you may not receive a full refund.
* Refunds by law: In Australia, consumers have a legal right to obtain a refund from a business if the goods purchased are faulty, not fit for purpose or don't match the seller's description. More information at returns.
No mention of 10% restocking fee there! Where is this policy? Needs to be on their eBay listing, they can't just make it up afterwards.
I have no problem with restocking fees (specifically for change of mind), however it needs to be clearly written in terms and not an absurd cost.
I agree. 10% is perfectly reasonable, contrary to op’s belief. They need to cover their cost, just because an item is returned in original condition, didn’t mean it didn’t cost the business anything.
But it really should be written in their t&cs.
This guy had a 50% restocking fee on a $1800 purchase.
I don't get the % though, a flat fee makes more sense. You can predict admin costs and delivery costs. What if the item costs $50? ;)
Because the loss scales with the price, and the restocking fee takes into account expected loss of profit.
You mention 30 days free returns - is this stipulated anywhere? I can't see a restocking fee being reasonable if they state it's 30 days free returns.
Hi all, thanks for the comments.
I paid by PayPal, I checked the listing and the returns state:
Return policy
(As posted above). It states 30 day free returns, I pay return postage and does not say anywhere about a 10% “restocking fee”.
I’ve sent him another emailing explaining this and called his behaviour disgusting and to give me a full refund or I’ll open a paypal dispute.
Send through eBay messaging, communication should be via channels where eBay/PayPal can moderate.
I'm assuming you've read eBay's return policy? Make sure you've done / are doing everything required by eBay, so they can sort you out.
It’s pretty normal to have a restocking fee. I agree they should have it listed but somehow they don’t.
They had no obligation to do a change of mind return for you. It’s a bit far calling their behaviour “disgusting”. If you want someone to help you that isn’t the right way to do it.
Was it 100% new and sealed ? Taking the plastic out and the phone put would mean they need to sell it as returned stock for a loss.
They had no obligation to do a change of mind return for you.
They state that they can within 30 days as part of their returns policy.
Taking the plastic out
Yep, if OP had taken the phone out, then the policy states that OP may not receive the full refund. The seller is saying that the 10% is due to "Postage fees and administrative fees." Not that the condition was not the same as it was sent.
I'm not disputing whether they should have a 10% restocking fee (to cover original postage fees, administrative fees, another potential sale could have been lost etc), but they need to put it in the Returns Policy with the '30 days return, buyer pays return postage costs, condition identical' as they have already.
So, in conclusion, either the seller is trying it on to get more $$$ (disgusting), or they've forgotten to put it in their returns policy for all their listings (not disgusting).
I personally don't agree with change of mind returns to begin with, you make the purchase, you live with it. But, this seller has specified that they allow it (with only return postage cost to buyer), so should honour it.
I'm sorry, but charging $200 for "restocking" is disgusting.
Why are you returning the item?
did you return in new unopened condition?
* You must return items in their original packaging and in the same condition as when you received them. If you don't follow our item condition policy for returns, you may not receive a full refund.
Yeah that's the big question. If you opened it then it's not in the same condition and 10% is more than reasonable.
The phone wasn’t even taken out of the parcel it was sent in. I put the package in a new satchel and sent it back. So brand new, sealed.
Neg if you want, but asking for $200 to restock the phone when it does not state there are “restocking fees” etc anywhere is disgusting imo.
They backtracked then asked for $70 for “admin fees”. I complained to eBay and the lady read the conversation between both of us and stated I’m entitled to a full refund and they’re going to take care of it.
Accepting returns is also not doing me a “favour”. If they want to advertise free returns within 30 days with buyer paying postage then they shouldn’t hit people with a $200 admin fee if someone chooses to return a product.
Thanks for all the replies.
May I know the reason of returning it?
I just got one from them, just wondering if there’s any faults on the phone and stuff.
Thanks
The phone wasn’t even taken out of the parcel
I assume OP would have no idea if there are any faults on the phone and stuff.
cheaper elsewhere i suppose
Why anyone would trust a company called "Myphonez00" is beyond me :)
Myhealthrecordz00.gov.au
Did you use an eBay plus account?
You're covered under that.
Did you pay through PayPal? I would definitely be complaining to them ASAP. Processing returns is part of the cost of doing business - they are trying to scam you.