Forum adverts like this one are shown to any user who is not logged in. Join us by filling out a tiny 3 field form and you will get your own, free, dakka user account which gives a good range of benefits to you: No adverts like this in the forums anymore. Times and dates in your local timezone. Full tracking of what you have read so you can skip to your first unread post, easily see what has changed since you last logged in, and easily see what is new at a glance. Email notifications for threads you want to watch closely. Being a part of the oldest wargaming community on the net. If you are already a member then feel free to login now.

 Howard A Treesong wrote:
Well £5 store credit doesn't cost them £5. £5 GW stock costs them about £1. Also it's easier on the admin to issue credit than a refund.

And the customer would then have to pay shipping on whatever he bought with the credit.... Unless I was already planning on a purchase from GW I would go for the money as well.

Most likely this was an instance of a clerk not knowing that GW is legally required to return the postage - but the clerk's ignorance in no way mitigates the requirement.

GW has to pay the postage.

The clerk working for GW tried to weasel out of paying the postage.

Through ignorance or misfeasance GW is in the wrong.

The Auld Grump

Yup, failing to refund postage is in breach of the Distance Selling Regulations.

You often find that unless the customer brings it up, a refund on the postage won't be offered. Legal requirement or not what you don't know wont hurt you.