Tomtom reviews return of non-faulty goods policy

We recently investigated the claim by Paul Marlow against Tomtom.

Mr Marlow told us he had ordered a case for his sat nav at Tomtom's website over the weekend and within a couple of hours had changed his mind.

He sent an email cancelling the order and followed it up with a phone call on the Monday; only to find that the order had been shipped.

Tomtom said although Mr Marlow could return the case for a refund of the price of the product, it was under no obligation to refund the original delivery charges.

When we contacted Tomtom it asked us for proof of the law covering the refund of delivery charges - a request we happily complied with.

The company replied and said that as a result of our enquiry, it was now reviewing return of non-faulty goods under what it calls its "Buyers Remorse process".

"We shall be refunding all shipping costs and keeping our policy of arranging for the return of the item," the company told us.

Before this email was sent Tomtom had already agreed to reimburse the original delivery costs to Mr Marlow.

Tomtom has also reinstated a voucher he had used.

See our original report of this case.