In reply to captain paranoia:
> It is.
> But it's also standard practice for a retailer who f*cks up an order to admit they've f*cked up an order, and pay for return postage to cover their f*ck up. The customer should not have to pay for the retailer's incompetence.
> Which brings us to the DSR. If the customer orders something, but, when it arrives, they decide it's not what they want, or it is the wrong size, then it is fair that they pay the return postage. That way, both parties accept some cost of the failed transaction (postage either way), but the goods are returned to the retailer.
> If the retailer doesn't send what the customer orders, then it is entirely the retailer's problem that the customer isn't satisfied, and the retailer should pay for the return postage.
> Is it fair if you order a rope, but the retailer sends you a bucket of shit? Should you have to pay to return the bucket of shit? No, of course not.
To be fair, it seems, they will pay the return shipment, but no mention in their correspondance of how the refund will work, just a return form and a link to their standard "return and refund" page on their site. No accepting guilt and apologising, no offer to send the correct item.
Furthermore after writing a bad review on trustpilot, it now seems that either they have some kind of trouble on their site, og they have closed my user account. Not sure it that is even legal (wandering).