Updated Samsung return policy in UK

[Umbrokhan]

Samsung has update the return policy in UK even if the return is in 14 day cooling period.

There is a £6 return fee and 20% reduction in the refund id the device is logged into. 

Just be mindfulful before the next purchase.

[Umbrokhan]

I want to return my Samsung laptop which i paid for £1,399. Total cost.

There is a 20% reduction on my refund. I have to pay £286 just to send the laptop back for a refund of £1,113. This is not a full refund.

There is also a £5.99 charge for delivery back to Samsung.

This is within the 14-day cooling-off period.

Be careful  next time you buy samsung products from Samsung Store. You won't get a full refund.   

[smiley]

I havent seen any updates to the policy but there are consumer laws and rules in the UK that must be abided.

The distance selling regulations and rules require the 14 day cooling period and all sellers must abide this if they are selling online and the consumer cannot check in store before purchase. This 14 day is slightly different if it is bought from a shop front and the return and replacement rules are at the discretion of the seller, unless damaged or faulty.

The main rule is that the item 'must be in its original sale condition' and able to be resold as a new product.

Where items have been unboxed, used, perhaps packaging damaged and with visible signs of wear, I think retailers are within their rights to make these kind of charges.

I am unsure from your post for the circumstances of your usage, unboxing and demo of the unit. If you logged into the PC to set it up, started installing things and personalising it, then this also contributes.

I mean why should they be held liable for the courier costs, return, and associated costs when the buyer just decides they made a mistake or do not want it... after using it for days.

Additionally if you were the next buyer in the chain and received the item... opened the box and there were signs of use and it not being in 'brand new' condition, then i am sure would complain why it isn't new. Samsung can likely only sell this on as a 'grade A' product now.

I think all these points above contribute to the decisions on the return policy and it's condition upon the return. If the item was sealed, still boxed, and fulfils the return requirements then I am sure these penalties would not have been added.

Sorry if this is not what you want to hear, but just my thoughts on the subject. I am just another consumer like you.

Cheers
Smiley.

[Umbrokhan]

From Amazon  you can get a full refund for laptop or phone even used for few days.   Even postage is free. 

Apple store also gives you a full refund even you used a product or not. 

Sky Mobile gives you a full refund and free postage.  Doesn't matter if the item is used or not, still a full refund. 

That's what you call a excellent customer service. 

Samsung Store refund policy won't be legal under UK law.  

you return it under DSR ( now Consumer Contracts Regulations).

You logging into the device is absolutely not unfair usage, handling the device and entering data to USE IT and work out if it meets the criteria just as you would in store is legit.

They can't charge this 20% nor can they do it if you lost some of the packaging, as long as you take reasonable care of the item it's legally fine.

The protection exists under UK distance selling regulations, enshrined in UK law.

These companies really take the pis when they make so much they should at least follow the letter of the law!

the 20% reduction is just unfair practice.

[Piper123]

Hey there and welcome to the Samsung UK and EU Community Customer to Customer Forum

Sorry to hear of your concerns...

The Distance Selling Regulations apply where a purchase is made and the buyer is unable to touch the goods before purchase. Your purchase applies here.

You do not need to provide a reason within the first 14 days (usually from receipt).

BUT the goods being returned usually must be in the same condition as when delivered. This is not the case here.

The DSR allow retailers to charge the return delivery costs. Further, where the goods are returned used, a reasonable deduction can be made.

Whilst it is appreciated that other retailers may offer different return policies, that doesn't mean Samsung are wrong (even if I personally don't agree with it). Clearly Amazon are prepared to take the hit on a returned item no longer being able to be resold as new. If that is imperative to you, buy from Amazon.

All online retailers are struggling with high levels of returns. Many are now charging returns delivery charges and some starting to make deductions (especially on clothing). Expect Samsung's approach to become more main stream in future.

[smiley]

I do understand the frustration, i would be equally frustrated. I am sure that you have checked the Samsung return policy that is linked from their website, a screenshot attached.

As @Piper123 mentions, some other companies such as Amazon are maybe willing to suffer the loss of returns in an un-saleable condition. This may also be why they have so many 'seconds' for sale in their amazon warehouse. Of course a £1300 RRP laptop may only accrue some £1000 as a quality used product.

This stance that Samsung are taking may be things to come in retailers for the future. I think distance selling regulations apply, but within constraints. I don't think that Samsung have done anything 'illegal' by making this decision. However if this issue had also happened to me then I would also be upset. Of course for faulty goods or mis-sold goods it changes things for these charges.
If you think you have been unfairly treated then i would take this further with the citizens advice bureau or with a solicitor. I think you may be surprised at what the consumer DSR regulations actually do add coverage for, and particularly with electronic goods.
Like you I am just a consumer, so sorry I can't be of more help. There is also a Samsung customer team that are available, although I assume you have contacted them already for this issue.

Kind regards
Smiley

[Obsydian]

Sorry, so there is a return charge even within the 14 days ?

Companies make up many rules, but they are NOT Consumer Law. Talk to your credit card provider (if you used one), and mention section 75 and distance selling.

Companies do not lose out, if anything they double-dip returns (sale and loss adjustment) and then resell.

[Keithy]

I cannot order from them as I've returned 3 phones in 60 days how long before I can order again

[Umbrokhan]

Samsung won't send me return postage label until i pay £286 first.   

[Umbrokhan]

Some customers did get a full refund.  Samsung doesn't treat all customers equally.  

Pete Matheson tech youtuber got a full refund. And another guy on reddit got a full refund.  The question is why don't they treat all customers equal? 

Different samsung agents say different things.   One agent will say they will charge you 20% reduction and another agent will say he will give you a full refund.  

Could also depend on how good your English is and how clever you are.  

You can say false advertised battery life for snapdragon CPU on samsung laptops.