QVC to refund 300,000 customers after failing to repay postage charges

TV shopping channel QVC is to refund 300,000 customers after admitted it failed to repay the postage and packing charge on returned goods.

QVC said the mistake goes back as far as 2014 and apologised to shoppers in a notice on its website today.

The cost of delivery varies depending on the size and weight of the product, but QVC told Money Saving Expert the average charge is £3.89.

Each item is also packed and shipped individually so some customers will be due multiple refunds.

QVC said all customers should receive their money back by queue by October 31.

Shoppers who paid for basic delivery will receive full refunds but those who chose faster delivery will only get the flat rate back.

QVC said: “We are genuinely sorry for this mistake and we are currently in the process of identifying all affected customers.

“Since identifying the issue, we have taken measures to ensure these errors do not happen again and are committed to doing all that we can to learn from this.”

How do I get my refund?

If you haven’t changed your address since 2014, then you shouldn’t need to contact QVC to get a refund.

But if the shopping channel doesn’t have your most up-to-date details, then you need to update your address on your online customer profile.

You should still get your money back even if you have since shut down your QVC account.

If your profile is closed and you’ve changed address since 2014, you’ll need to contact the broadcaster with your new details.

Customers can phone QVC on 0800 51 41 31, or email using an online form.

To write to QVC, the address is: QVC, Customer Operations Centre, South Boundary Road, Knowsley Industrial Park, Knowsley, Liverpool, L70 2QA.

Why am I owed money back?

The Consumer Contracts Regulations states you can return a product even if there’s nothing wrong with it.

When ordering online, you have 14 days from the day you receive you goods to start a return.

Once you’ve notified the retailer, you have another 14 days to send the product back.

Your refund should include the initial delivery cost if you paid the retailer to send the item to you.

But the company only has to pay the minimum P&P costs as anything extra, such as next day delivery, was met by the company.

If your item arrived later than expected, then you should be able to claim back on this.

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