Much like Shane's review below, I've also had a horrendous experience trying to return an item. The hat I purchased is a women's hat only available in one size; unfortunately, the front of the cap above the peak is too big and too straight, meaning it stands straight up above my head and you can see that it's gaping and doesn't fit properly. I don't know which woman's head it was designed for, but most women's heads are rounded. I enquired about being given their returns address so I could post it back to them, because their returns fee on their returns portal is SIX pounds. It's a small hat, I could post this with the same courier (Royal Mail) for £3.55, or another one for less. I'm not opposed to paying returns shipping; I've done it many times with other retailers. What I AM opposed to is being forced to take a £6 reduction in my refund for an entirely unreasonable returns "shipping" fee. Consumer regulations state that a fee should be reasonable, which this isn't. I also know as I work in ecommerce that as a retailer if you have a contract with a courier, very often depending on volumes they can provide you with a preferential rate, so it's possible these returns labels cost even less.After my initial enquiry and a generic reply on the 6th Oct, I've since sent FOUR email replies all of which have been ignored. I also pointed out that I'd notified them I wanted to cancel/return within 14 days cooling off period, which would mean they'd have to refund my original shipping costs. I wouldn't have bothered with that had this fee not been enforced and then me being ignored 4 times. What disgusting customer service.I am also close to the 30 days return window and don't know what to do here. Perhaps I'll risk returning it myself to the address Shane provided in his review, or else have to pay a £6 fee on a £20-odd hat.It's incredibly disappointing how dehumanised the process of shopping on this site is. The club is going through enough difficulties at the moment without alienating their fans even further. I unfortunately won't be shopping direct here any more and will be shopping through alternative retailers, if at all.Please, consider changing this ridiculous policy. I understand if I'd ordered loads it would cost more to return and would happy to pay a sliding scale for returns based on this. This fee is a quarter of the price of the hat!
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The United Store is the official online shop for Manchester United Football Club. It offers a wide range of club merchandise, including kits, apparel, accessories, and gifts for fans of all ages.
