Potentially lost equipment?

[moonpig93]

Hello,

I recently posted about not receiving a returns bag. That has been sorted (I received two different types even though all I needed to do was return an old BT Smart Hub) and is supposedly on its way back to the returns centre.

However... after taking it to the post office and tracking its progress over the course of several days I now believe it is now lost. The item's last known location was at Peterborough's Mailing Centre on Thursday the 21st of October. It has not made any progress since.

If the item is indeed lost, will I still be charged £40 for this even though this is now out of my control? I can provide any details necessary, including the Royal Mail tracking number. Any help would be gratefully appreciated.

Thanks.

[DavidM]

Hi @moonpig93 and thanks for posting.

I'm sorry the returns seem to be missing. As long as you have proof of postage then you won't be charged.

Cheers

David

[TimCurtis]

@moonpig93 

You've got proof of posting & the tracking number so the general rule is that you're in the clear so nothing to worry about.

Apparently what often happens , and did for me recently with Royal Mail , that where there's a large volume of goods for a particular address then quite a lot of items don't get scanned but will actually have been delivered so there's a good chance it's actually been received.

[moonpig93]

Hello,

Thanks for the replies. I just checked my BT App and it still says the item is yet to be received. My return date isn't due until the 22nd of November. Could it be possible they themselves have it but have not yet processed it yet? Just trying to get an understanding of how it works.

Thanks.