Refund policy New Look

pulliptears

Removed because I don't wantk to xonfuse

shaun_from_Africa

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.

From the terms and conditions.

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

The OP is upset because she couldn't get a refund, but was only offered an exchange.
This is clearly stated in the T&C's shown, which any buyer can read before purchasing goods.

pulliptears

Apologies, now moved to computer and read it properly lol.

The site refers to the policy on sale items, I believe that returns on non sale items haven't changed. As I said earlier! I'm ill and not with it today, new medication is knocking me about a bit.

malc_b

I trust the OP (or anyone else) has raised a complaint to trading standards? You have to go via consumer direct and tell them it is a trading standards issue. It's trading standards job to enforce legislation. In this case Distance Selling Regs (DSR). Those say that the consumer should be told of their rights.

New Look returns policy may be legal for stores (although as far as I can see an own goal), but it is not legal re DSR. The online policy should make that clear and tell the consumer their rights under DSR. It's ok to have just a policy as long as that exceeds DSR but not when it reduces your rights.

The oft guide for businesses is clear on this

2.4 says business must tell consumers they have a right to cancel. New Look don't mention DSR, don't specify DSR times. etc.. 3.10 and 3.22 repeat and expand on this.

6.1 says OFT will enforce DSR (through courts if need be) so I trust when they receive complaints they will do that. As it stands New Look is misleading customers. Not everyone has heard of DSR which is why DSR say customers must be told their rights.

High__Flyer_2

malc_b wrote: »

I trust the OP (or anyone else) has raised a complaint to trading standards? You have to go via consumer direct and tell them it is a trading standards issue. It's trading standards job to enforce legislation. In this case Distance Selling Regs (DSR). Those say that the consumer should be told of their rights.

New Look returns policy may be legal for stores (although as far as I can see an own goal), but it is not legal re DSR. The online policy should make that clear and tell the consumer their rights under DSR. It's ok to have just a policy as long as that exceeds DSR but not when it reduces your rights.

The oft guide for businesses is clear on this

2.4 says business must tell consumers they have a right to cancel. New Look don't mention DSR, don't specify DSR times. etc.. 3.10 and 3.22 repeat and expand on this.

6.1 says OFT will enforce DSR (through courts if need be) so I trust when they receive complaints they will do that. As it stands New Look is misleading customers. Not everyone has heard of DSR which is why DSR say customers must be told their rights.

Except, you CAN return them via post under the DSR. They're under no obligation to accept a return in store.

Also, Way to bring up an old thread.

malc_b

What's wrong with an old thread? It's relevant and it's not that old, plus the post was to the OP.

The point that you have missed is that DSR says the customer should be told his rights. The New Look web site doesn't do that and more over says he hasn't got the rights the DSR gives. That is against the law and its Trading Standards job to enforce that. But Trading Standards have to be told about it.

It's also arguable that the customer can return to the items to the store. DSR doesn't say items have to be posted back and the New Look returns policy says that items can be returned to any store. So IMO to meet DSR it just necessary to inform by durable means with 7 working days of delivery that DSR is being claimed and return the items by 10 working days after that, which can be to a store since policy says that. If the policy say all DSR returns must be posted back then that would be a different matter but the policy is silent on all DSR rules.