Refund policy New Look

melfus

Hi all,

tried to return goods to New Look today which I had purchased online. Some were sales items and I was told by the sales assistant, manager AND customer service that I could only have an exchange. My receipt did not state this and clearly said I could return for a full refund however, on the website it states:
"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. Exchanges can be made for any New Look product up to the same value. Sale items purchased before 26 December are eligible for an exchange, credit vouchers or refund if returned with a receipt within 28 days of purchase (or up to 31 January 2011 if purchased as a gift.) Without a receipt you'll be asked if you would like to exchange the item(s) or accept credit vouchers to the value of the current retail price. Your statutory rights are not affected."
What are my consumer rights in this instance? If I return by post i can have a full refund but out of principal I am furious that I am unable to return to store. Also, does anyone know the email address of New Looks CEO Carl McPhail?

Thanks!

pcombo

Just send them back my post and stop wasting their time, You picked not to read the terms and conditions.

mo786uk

They are complying with all the legislation they have to.

If you have bought from the online shop then you shouldn't moan if they will only take it back on the online shop.

If you bought online you can return items (back to the online shop) if you notify them you wish to within 7 working days. This falls under the Distance Selling Regulations 2000. On top of that they appear to (have previously) offered 28 days refund period on sale items. That has now changed to exchange only which they are entitled to do (but you still have the 7 days under the DSRs for a refund).

Unless they say they will take back online sales in their physical stores with the same rules I don;t see you have any grounds for complaint.

What does you actual recept say about refunds (please quote it) and when did you buy the goods?

wealdroam

What date did you buy these things that you wish to return?

Is there anything wrong with the items?

pulliptears

New Look recently changed their in store refund policy, which they are well within their rights to do, however, you purchased online. As you did this DSR's come into effect and you are entitled to a full refund if you return them by the method you received them, i.e. Post. Returning New Look items is Free with Collect+, so find your local store that uses Collect+ and return them that way.

http://www.collectplus.co.uk/newlook

wealdroam

pulliptears wrote: »

New Look recently changed their in store refund policy, which they are well within their rights to do, however, you purchased online. As you did this DSR's come into effect and you are entitled to a full refund if you return them by the method you received them, i.e. Post. Returning New Look items is Free with Collect+, so find your local store that uses Collect+ and return them that way.

http://www.collectplus.co.uk/newlook

Do we know when the OP made the purchase?
Or more importantly, when the goods were delivered?

Generally, DSRs only allow a cancellation up to seven working days after delivery.

pulliptears

wealdroam wrote: »

Do we know when the OP made the purchase?
Or more importantly, when the goods were delivered?

Generally, DSRs only allow a cancellation up to seven working days after delivery.

You have 14 days to return online with New Look for a full refund. If you return to store you have 28 days, although this means a credit note/replacement not a refund.

wealdroam

pulliptears wrote: »

You have 14 days to return online with New Look for a full refund. If you return to store you have 28 days, although this means a credit note/replacement not a refund.

Thanks for that. Lot clearer now.

melfus

pcombo wrote: »

Just send them back my post and stop wasting their time, You picked not to read the terms and conditions.

Charming- thank's for wasting your time by responding!

melfus

I ordered on the 21st and received that parcel on 23rd. I will send the parcel back but surely my consumer rights mean whatever it says on the back of my receipt/delivery note is what I am entitled to i.e. a full refund. There is no mention of their new 'policy' on the back of the receipt so I don't think consumers are being made aware fully. The only way you will find out about the new policy is by going to the T&Cs page on their website. They do not mention it AT ALL during the checkout process.

I shop online a lot and it's the first time I have had this type of thing happen. Whenever I return anything I never have any problems. Sorry if people feel like I am wasting my time but I do feel completely riled by my experience so will take it further and contact their head office.


Thanks for your responses though- it's greatly appreciated!

wealdroam

melfus wrote: »

I ordered on the 21st and received that parcel on 23rd.

Sorry to be a bit fussy... but which month?

January or Feb?