Question about Internet Purchase and return policies

Just a quick question.  Are merchants governed by any laws concerning the return of money paid for shipping and handling when the purchase was returned as defective?

We purchased an item from a national retailer online, paid for the merchandise and shipping.  Once the merchandise was received, it was determined that the merchandise was defective.  The retailer made good on the return, sending return mailing labels for the defective merchandise to be returned and crediting back only the amount for the merchandise purchased to the credit card used.  At the time the defect was determined, we phoned the customer service line and spoke with a customer service supervisor.  The offer was to return and credit the card in full, as exchanges of online purchases were not possible.  Another model that was comparable but slightly more expensive was offered as a replacement and the credit card was then re-charge the same amount of the purchase price for the defective merchandise, supposedly.

After all is said and done, we've paid shipping costs twice as only the original purchase price was refunded, yet the total purchase price and shipping costs were again charged to the credit card after the defective merchandise was returned.  Any help?

jamichelli3:

Are merchants governed by any laws concerning the return of money paid for shipping and handling when the purchase was returned as defective?

No.

Unless there is a return policy, there is no return policy.

In your case, the policy was to credit the price of the item, nothing else.

If you wanted the company to pay the return shipping, it was entirely up to you to address that before shipping it back.

I would call them and "remind" them of the situation, shipping was supposed to be credited and wasn't.