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Old 26.02.2015, 17:29
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Covering the costs of returning a wrong online purchase

So I ordered a phone from a website, and they shipped a lower model phone for the same price.

My online invoice has the phone I want, but the invoice on the package has the inferior model with the higher price (plus 15 francs shipping).

Question: Do I have the right to demand them to cover the costs of returning the wrong product? Or will I have to send it back to them at my own cost?
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Old 26.02.2015, 17:37
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Re: Covering the costs of returning a wrong online purchase

You should ask them, they might refund you if the mistake is theirs, but only after you send them the package. Return costs are usually not refunded, but you should read the terms and conditions it's always written.
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Old 26.02.2015, 17:43
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Re: Covering the costs of returning a wrong online purchase

If you bought from any of the pick@home partners, your life may be a little easier, but it looks a pretty short list at the moment.

https://www.post.ch/en/post-startsei...me-partner.htm
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Old 26.02.2015, 17:46
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Re: Covering the costs of returning a wrong online purchase

I got the return postage reimbursed in a similar situation when the mistake wasn't mine. I had the email them a copy of the receipt once I'd posted it back to them. They also didn't charge postage for sending me the correct item.
I phoned them up when I received the wrong item and asked them.
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Old 26.02.2015, 18:03
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Re: Covering the costs of returning a wrong online purchase

Thanks all for the input.

Obviously now I just have to wait for them to email me back, and most likely have to pay to return this phone.

It's just frustrating having to pay money and effort for other peoples mistakes. If it was my mistake, they would have no hesitation making me responsible for it.

They waiting game for a new smartphone continues....
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Old 26.02.2015, 19:33
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Re: Covering the costs of returning a wrong online purchase

If it is their mistake and they do not make things right, then I would cancel the order.
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Old 27.02.2015, 01:08
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Re: Covering the costs of returning a wrong online purchase

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If it is their mistake and they do not make things right, then I would cancel the order.

Definitely a good idea---It is a bit complicated, since the payment has already been made on the credit card. It's definitely their mistake:

I have an email with the order confirmation, and invoice of received payment email, and a delivered box with same amount and a different product and a different invoice.
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Old 27.02.2015, 01:24
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Re: Covering the costs of returning a wrong online purchase

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Definitely a good idea---It is a bit complicated, since the payment has already been made on the credit card. It's definitely their mistake:

I have an email with the order confirmation, and invoice of received payment email, and a delivered box with same amount and a different product and a different invoice.
If you pay with PayPal they will pay the costs of return, look here https://www.paypal.eu/ch/retourenagb/
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Old 27.02.2015, 12:17
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Re: Covering the costs of returning a wrong online purchase

After being able to sleep it off---I have a bit of a clearer, more positive outlook on the situation.

Apparently they did notice the mistake soon after shipping---and called me to inform me--unfortunately I was up near 6000 meters in the mountains, so I didn't receive the call.

They do want me to return the wrong phone first, but it is a company purchase, so I will just put it on the company credit card--so it's no direct cost to me.

I guess I just get a bit frustrated when sh*t gets complicated for me....and I'm trying to stop smoking so a bit irritable.

Thanks for the replys and support!
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Old 27.02.2015, 12:23
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Re: Covering the costs of returning a wrong online purchase

What a hastle for a simple phone purchase. It is true that online shopping is easy and convenient as long as all goes well...

If I was you and the company paid, I would have gone to the nearest store and get the phone there.
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