New Look - New returns policy

swebb44

Hi,
I bought some items, online from New Look.
They advertised free returns by post or in store on their home page so i ordered a variety to try on. Most items were ok but i needed to return one. The item that i returned was a sale item.
When i got to the shop, (6 days after I first ordered the item) I was told that all sale items can only be exchanged not refunded.
I explained that i could understand their new policy for items that have been bought instore but my item had been bought online and I believed that i was covered by the distance selling regulations.
I was told that i probably hadnt read their policy properly and i could only exchange my item for gift vouchers!
It was only a couple of pounds to loose but i really did believe that onlne ordering was different?
What do you think?
thanks
S

unholyangel

when did you buy the items?

Returns to Store
Products delivered to a UK address can be returned to any UK New Look store for an exchange or refund within 28 days of receipt. Please note that with effect from 26 December 2010 our refund policy on sale items changed. Sale items purchased on or after this date will be eligible for an exchange only.

swebb44

Thank you.
I only bought them last week and yes I did check their policy after she said i hadnt read it properly. I hadnt even considered there may be problems with returns as i had bought online and believed i would be covered.

CynicalScotsman

You will be covered by DSR phone them up and arrange collection, they will refund it - provided you are within 7 days of receipt. No terms and conditions can change the companies obligation to DSR.

unholyangel

CynicalScotsman wrote: »

You will be covered by DSR phone them up and arrange collection, they will refund it - provided you are within 7 days of receipt. No terms and conditions can change the companies obligation to DSR.

Bearing in mind according to new looks T&C's buyer is liable for return postage? new looks website doesnt say anything about offering a collection service, doesnt necessarily mean that they don't i suppose, just that they dont advertise it.

I think perhaps OP returned to store as it was local and would save on return postage. Only to find out they had changed their terms since the last time they used them. And of course its 7 working days to notify them of your intent to cancel

CynicalScotsman

It wont cost the OP to send anything back to New Look by post they use the Collect+ service. (http://www.collectplus.co.uk/NewLook)

Therefore all she needs to do is tell NL she is cancelling as is her right to under DSR. Use collect+. Get full refund

Edit: it seems really stupid NL don't just honour DSR in store! After all doing it this way is just going to incur more costs for NL (transport, sorting, admin, restocking) whereas all they have to do instore is put it back on an hanger!

unholyangel

CynicalScotsman wrote: »

It wont cost the OP to send anything back to New Look by post they use the Collect+ service. (http://www.collectplus.co.uk/NewLook)

Therefore all she needs to do is tell NL she is cancelling as is her right to under DSR. Use collect+. Get full refund

I thought that was only certain stores that offer that? At least thats the impression i got reading their returns policy.

CynicalScotsman

I thought that was only certain stores that offer that? At least thats the impression i got reading their returns policy.

Connect+ isn't in New Look, they are thousands of 'corner-shops' which offer this courier service

unholyangel

CynicalScotsman wrote: »

Connect+ isn't in New Look, they are thousands of 'corner-shops' which offer this courier service

I know. But still only 3000 stores that offer the service according to the link you provided

For example, theres none close to me. All depends where you live i guess.