Ralph Lauren won't honour exchange?

Khayman

Hi everyone... first post here and a quick question/clarification needed!

I bought 3 jumpers (or to be precise 1 jumper in 3 colours) using the extra 40% off code from MSE at Ralph Lauren a few weeks ago. I think it was the last day the code was valid.

Had some trouble buying through the website so I ended up placing the order over the phone, but without any trouble. When the jumpers arrived they were all enormous despite having measured my chest (42") and buying size L (42"-44" according to their size chart). I chose the colour I preferred and filled out the returns form. I requested a refund on one of the jumpers, and asked for an exchange of the other two for an M and S in the colour I wanted as the L was so big I was worried even the M (38"-40") would be too big for me!

A couple of weeks agoI got an email from Ralph Lauren saying:

This order was placed using a promotional code valid for a 40% discount from the last Sale price.This code was valid from 12 January 2014 until 21 January 2014.

We apologise, but In line with the Terms and Conditions of this promotion we are unable to accept the return of your order for an exchange. We apologise for any inconvenience which this may cause you.

We are, however, happy to accept the return of your order for a refund. In order to qualify for a refund, your order must be returned within 7 days of your receiving it.

I've checked the Terms and Conditions for exchanges and there is nothing about not being able to exchange sale items and as the original jumpers were all the same size I only opened 1, so the implication is that they won't do an exchange because the request came after the end date for the code (but well within 30 days of the sale). My friend told me they can't do this as an exchange is not a new sale so I thought I might check with everyone here on MSE!

Any advice appreciated!

halibut2209

You need to look at the terms for that particular promotion, not the general terms. I would expect that they are covered there.

unholyangel

Sizes vary manufacturer to manufacturer.

While you can force a refund (if subject to the dsrs), you can't force an exchange.

tomtontom

I can't find the original offer but I can recall it said no exchanges were allowed.

tomwakefield

unholyangel wrote: »

Sizes vary manufacturer to manufacturer.

While you can force a refund (if subject to the dsrs), you can't force an exchange.

It depends on the terms of sale.

The site (assuming it's ralphlauren.co.uk) explicitly allows exchanges, with no mention of changes in price. So I would think the OP would have a contractual right to an exchange, if these terms aren't overridden by any T&Cs for the specific promotion.

unholyangel

tomwakefield wrote: »

It depends on the terms of sale.

The site (assuming it's ralphlauren.co.uk) explicitly allows exchanges, with no mention of changes in price. So I would think the OP would have a contractual right to an exchange, if these terms aren't overridden by any T&Cs for the specific promotion.

But nowhere does it say it will be at the same price. It does however say its subject to availability. Given the offer is now over, its no longer available.

ETA: Is it just me, or does clicking on "terms of sale" take you back to the "terms of use" page?

halibut2209

tomwakefield wrote: »

if these terms aren't overridden by any T&Cs for the specific promotion.

And therein lies the crux

Khayman

Thank you all for your replies (apologies for taking so long to thank you too!)

I've assumed the offer specific T&Cs were in place for them to do this as you've said so have given up on this one!

Surprised though that they've not bothered getting back to me after my email to them... and also that they would rather have none of my money than do an exchange... but that's their problem I guess!

Can't say I'll be buying from Ralph Lauren again after this experience, and also because I can't seem to trust their sizes in the least!

hollydays

See
https://forums.moneysavingexpert.com/discussion/4868900

And
https://forums.moneysavingexpert.com/discussion/4880658