Campaign success as Apple bins collection charges

No more fees for consumers who return goods under law designed to protect online shoppers

Paul Allen, Computeract!ve 16 May 2008

Apple UK has cancelled the 'processing fee' it charges consumers who wish to return unwanted goods bought online under consumer protection law, following a campaign by Computeractive.

Apple will no longer charge customers who wish to have unwanted goods collected under the Distance Selling Regulations.

Previously, Apple stated in its online terms and conditions that consumers who wished to return goods under the Distance Selling Regulations had to pay a set fee "for collection and processing" based on the initial purchase.

Nigel Miller, commerce and technology partner at law firm Fox Williams LLP, said that although it was legitimate for Apple to ask to collect goods from customers, the set fee contravened the law.

"This charge is contrary to the Distance Selling Regulations. Buyers could protest at this and demand a full refund."

Computeractive put this point to Apple UK as part of its Fair & Square campaign, which aims to educate British consumers about their rights when shopping online.

The terms and conditions published on the Apple website will be changed within 10 days and any customer returning goods in the meantime will not be charged.

Consumers can download a free guide to their rights when shopping online from the Fair & Square campaign website and send an email to the Under-Secretary for Consumer Affairs asking the Government to investigate incorrect terms and conditions.

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