Pandora Christmas Returns Policy

Lottie_Clark

Hello all,

Right - I've read the sticky, checked out the gov.uk site and still don't quite have an answer for my query, so here goes...

I bought a Pandora charm as a Christmas present on the 7th Dec 2014. I ended up not giving it as a gift and decided to return it. I checked the receipt and it states; "Unworn goods may be returned for an exchange within 30 days of purchase with a valid receipt. Over the festive period we extend our returns policy to 18th January 2015 with a valid receipt or gift receipt."
It goes on to say that you can get exchanges or giftcards from any retailer but for a REFUND you have to take the item back to the store you purchased it from.

So, on 15th January I travel the 2 hours to Manchester to return my charm to the Arndale store. I get there to be told I've missed the 30 day period so can only exchange the item or put the amount on a giftcard. I point out that the returns policy is extended to the 18th Jan but the girl says that only applies to exchanges, not returns, returns still fall under the 30 day period.

I was flabbergasted. I put the amount on a giftcard and drove the 2 hours home.

I then sent an email to Pandora explaining my vexation and wondering if the Manchester store misunderstood the returns policy or I'd missed something. (I also attached pictures of the receipts clearly highlighting the returns policy text.) I was not impressed, as I told them, because if I'd realised I could only get an exchange I could have gone to a local outlet and saved myself a pointless journey. I was definitely lead to believe that "extending a returns policy" applied to the WHOLE of the returns policy, not PARTS of it.

Pandora have since replied saying they're sorry but returns can only be made within 30 days so the Manchester store was correct in their response, and they hope I enjoy spending my giftcard on their new range!!! PAH!

Are they right? Have I got a leg to stand on? I've re-read the receipt over and over - there is NO MENTION that the extended Christmas policy ONLY applies to exchanges, not refunds. And I definitely wasn't informed at purchase, only that for a refund I'd have to return to the store of purchase.

Has anyone else encountered this - either with Pandora or other retailers who extended Christmas returns into January?

Any advice on what to do next? (except maybe blast them on social media and sell the giftcard on?)

All help much appreciated - cheers!

L. xx

tomtontom

Can you post all of the policy please? From what you have quoted I would agree with their interpretation, the policy refers to an exchange.

SeduLOUs

Yep, the bit of the terms you have posted says nothing about a return for a refund.

Lottie_Clark

Hey guys - thanks for the replies.

Full receipt:

"Unworn goods may be returned for an exchange within 30 days of purchase with a valid receipt. Over the festive period we extend our returns policy to 18th January 2015 with a valid receipt or gift receipt. We are happy to offer exchanges for products purchased from any authorised UK PANDORA retailer.
Refunds can only be offered from the store of purchase and must be issued in the same method the payment was made. For hygiene reasons pierced earrings and earring pendants will not be exchanged or refunded. Please retain your original receipt to guarantee the manufacturing warranty on your product. This does not affect your statutory rights."

I've just now realised what you were both referring to - there's no mention of refunds at all!

L. xx

SeduLOUs

It is all a bit vague really. They've obviously tried to keep the refunds bit separate, but haven't done very well.

The returns policy is here: http://www.pandora.net/en-gb/pandora-company/faq_uk/returnsexchanges

The receipt states that the returns policy is extended to 18th January, and their overall returns policy includes the stuff about refunds, so I would think the same as you.

Can you phone the store and try to hash it out with a manager?

frugal_mike

Technically the terms on the receipt don't form part of your contract since you don't get it until after the contract is concluded. Were there any signs in the shop?

I agree those terms are horribly confusing though. It makes no mention of any limitation to the refund period, so you can only assume it is the same same length as the returns period it refers to.

Lottie_Clark

SeduLOUs wrote: »

Can you phone the store and try to hash it out with a manager?

Potentially. She wasn't very helpful when I was there - it was a quiet day and a lot of the sales girls were free so I had a bit of a crowd around me.
She even tried her sales patter on me, asking why I was in Manchester and what I had planned for the rest of the day, when I told her I'd come over from Loughborough to return this charm and that was it her face fell, she could tell I was unimpressed, and so resorted to tell me about their Valentine's range - just reverting to her learned spiel as she didn't know what else to say.

My sister did point out that by Trading Standards returns policy should not be 'misleading' but being 'vague' may not necessary be the same thing. I did state in my email that I felt mislead by the terms but this illicited no direct response - they just apologised, as I said before.
Trading Standards state that as a trader you don't have to mention anything in addition to a consumer's legal rights. These seem to be, roughly, the right to return goods if they're faulty or not as described.
If you have additional terms (such as a 30 day refund policy) then:
"Where you state anything about your returns policy or guarantee, you should ensure that this does not mislead consumers about their legal rights."
and;
"Under the Consumer Protection from Unfair Trading Regulations 2008 it is also a criminal offence to mislead a consumer about their legal rights. The following are examples of statements that are likely to mislead consumers about their rights:

• no refunds given
• goods can only be exchanged
• only credit notes will be given against faulty goods
• sold as seen

Even the statement 'No refunds except where goods are faulty' would be illegal, as there are a number of cases where a consumer can claim a refund on non-faulty goods (such as misdescribed goods)."


Sorry if this is telling everyone how to suck eggs - I'm sure these extracts have been quoted over and over on these forums!


It's figuring out how fine the line is between misleading and 'vague' - and if I just misunderstood their policy does the fault ultimately lie with me, even if I feel I was uninformed or even misinformed?


L. xx

Lottie_Clark

frugal_mike wrote: »

Technically the terms on the receipt don't form part of your contract since you don't get it until after the contract is concluded. Were there any signs in the shop?

Hey Mike,

Nope, no signs whatsoever. And I know that a well-worn sales patter (especially over Christmas) can often go unheard by a consumer but I listened carefully to the sales assistant (noted on the receipt as Jennifer) as neither I nor the intended gift recipient live in Manchester. She definitely informed me that I could go to an authorised retailer for an exchange or gift card but would have to return to the store for a refund. She never mentioned that the policy (of any sort) was 30 days, or that this was extended on Christmas purchases, or that certain things weren't. No time of days or dates were mentioned.

L. xx

Lottie_Clark

SeduLOUs wrote: »

The returns policy is here: [I can't post links as a newbie]

Thanks Sedulous - they're even worse than what's on the receipt! *eyeroll*

L. xx

SeduLOUs

I wouldn't go with all the trading standards spiel just yet as it may just confuse them even more.

As Mike pointed out, the receipt doesn't state anything about a 30 day limitation for refunds, so the only reasonable assumptions you can make from the nonsense printed on the receipt are that:

a) refunds can be processed at any date after purchase as long as you have a receipt or

b) refunds can be processed in the same time period as exchanges (i.e. up to 18th January)

It would not be reasonable for you to miraculously jump to the conclusion that you are restricted to 30 days.

I'd be replying to them again along those lines, keeping it polite and simple. They have probably just used standard copy and paste responses hoping you will get fed up and go away, but show them you're serious and you may get somewhere.

If not successful, then go for the more serious Trading Standards approach.

Keep us up to date!

Lottie_Clark

Thanks guys!

I've fired over an email to them - short and sweet. Will await a response. I'm dealing with someone directly as well, other than a generic complaints email address, so that may help things along too.

Will keep you posted!

L. xx