Consumer Rights with H&M

RossBoulter

My daughter bought a skirt in H&M and it turned out to be the wrong size.

4 days later on my next day off I went into H&M to exchange the skirt for the next size down. The skirt hadn't been worn and still had all of the paper labels attached.

I was told the skirt was not in a resaleable condition and that I was not allowed to exchange the item as it had been washed. As mentioned the paper labels were still attached to the skirt and it hadn't been worn.

H&M's refund/ exchange policy states that if an unsuitable item is returned with the receipt in an unworn resaleable condition then they will happy to exchange/ refund an item. Obviously the item was unsuitable as it didn't fit.

H&M refuse to exchange the item and customer services are not replying to my emails and are not willing to investigate my complaints with them.

To my understanding , as H&M have stated on the receipt that they will refund or exchange an unsuitable item within 28 days then they have to stick to it.

Can anyone tell me where I can go from here?

arcon5

Yes they do have to stick to it, so long as you meet their terms and conditions, being it has to be returned in "resaleable condition" and has "not been washed". So it ultimately comes down to the condition of the item, which without seeing the item now and when purchased nobody here can advise you.

unholyangel

As above.

Any store return policy is subject to their own terms and conditions and indeed they usually always state that the items must be unworn or that it is subject to manager/staff discretion.

Unless the store have their own policy which permits returns in any condition (which I cant imagine any shop doing if they want to stay in business long), your only rights are if the item is faulty.

If you really want to push it, a letter or email - politely worded but direct and straight to the point (avoid emotional phrases such as you being angry/disappointed/upset etc). You tried to return, staff member refused as garment looks washed, it hasnt been washed, please issue my refund under your returns policy, look forward to hearing from you, thanks.

RossBoulter

Well I went in today and spoke to a different manager who agreed with me that the item had not been washed as all the labels were attached and that the item was, indeed, in a resaleable condition. Thanks for your help guys. I obtained a full refund for all the hassle.

Flyboy152

unholyangel wrote: »

As above.

Any store return policy is subject to their own terms and conditions and indeed they usually always state that the items must be unworn or that it is subject to manager/staff discretion.

Unless the store have their own policy which permits returns in any condition (which I cant imagine any shop doing if they want to stay in business long), your only rights are if the item is faulty.

If you really want to push it, a letter or email - politely worded but direct and straight to the point (avoid emotional phrases such as you being angry/disappointed/upset etc). You tried to return, staff member refused as garment looks washed, it hasnt been washed, please issue my refund under your returns policy, look forward to hearing from you, thanks.

I seem to remember recently reading about John Lewis agreeing that they would take returns in any condition, but I might have misread it. Costco (yes I know they are not a regular "retailer") take almost anything back in any condition.

arcon5

Flyboy152 wrote: »

I seem to remember recently reading about John Lewis agreeing that they would take returns in any condition, but I might have misread it. Costco (yes I know they are not a regular "retailer") take almost anything back in any condition.

Just means the rest of us will have to pay for it

(all I don't shop at either so doesn't affect me I guess )