Retailers Have Rights Too



Retailers have rights, too!
2nd March 2018

By Karen Pickwick

At least 200 specialist online stores don’t expect to survive the massive growth in returns this year.

As UK consumers learn to make the most of new return regulations, courier price comparison site ParcelHero has introduced a new guide for sellers, spelling out what their own rights are.

Returns reached 47% of all ParcelHero shipments in the first days of the New Year and traders say that they were often pressured into paying the cost of returns even for unwanted items – or risk losing their all-important 5-star ratings.

Shoppers are now keenly aware of their right to return any unwanted items bought online, under the Consumer Contracts Regulations 14-day cooling off period. And half of all consumers now expect the same free returns that apply to damaged items to be given on unwanted items – or they will shop elsewhere.

ParcelHero’s Head of Consumer Research, David Jinks, said: “It’s all very well for the likes of Amazon to swallow return costs, but they can literally make or break small traders. Whether they are selling online, or a traditional brick and mortar shop, it’s important for small retailers to know what they do and don’t have to offer when it comes to accepting returned goods.”

The new ‘Dealing with Customer Returns’ guide is available free to download at: