Coping with the cooling-off period

Discussion for fellow UK store owners

[holtyboy]

Just wondered how other UK based store owners find the "cooling off period for distance buying" affects them?

We currently sell products that aren't affected (coffee) but are looking to extend sales to includes products that are (coffee equipment).

If you sell equipment, how often do you find somebody exercising their rights to return the goods under this legal requirement?

Also have you been able to share the risk with your supply chain (e.g. getting a distributor to take back the goods under these conditions?)

[curlykarl]

Good question! :)

If you sell equipment, how often do you find somebody exercising their rights to return the goods under this legal requirement?

Once in a blue moon, we get the occasional customer who demands a refund because he/she has a friend who is a solicitor and they are quite entitled to do it etc etc.....you know the type, its usually not worth trying to persuade them and easier to issue a refund.

Also have you been able to share the risk with your supply chain

Most of the stuff we sell is from stock anyway, so its not usually a problem.

Karl

[Deab]

The only items we've had returned are clothing due to the wrong size (we do all we can to give the information on the product page - but people don't read it).

Generally an exchange is requested. I'd estimate we have about a 5% return rate due to clothes, are area we are moving away from.

[Mark_A]

holtyboy iirc the distance selling regulation applied to selling to consumers, so will you be selling your coffee making equipment to consumers?

If not you can make other terms apply especially if there is any customisation in the coffee making equipment you are selling them like made specially to order.

hth