Sports Direct returns policy on underwear

Ben93

I just got a response from an email I sent the same day as my original post.

“I was sorry to hear of your dissatisfaction with your purchase at our store.

In line with several other retailers, we have adopted the policy of not exchanging underwear or swimwear for hygiene reasons. This ensures that any underwear or swimwear you purchase from us has not been tried on or used by other shoppers outside of the store. This is a blanket policy that we adhere to at all times, therefore we are unable to assist you further in this matter.

Assuring you of our best intentions.”

But none of this is stated on their website!

soolin

Ben93 wrote: »

I just got a response from an email I sent the same day as my original post.

“I was sorry to hear of your dissatisfaction with your purchase at our store.

In line with several other retailers, we have adopted the policy of not exchanging underwear or swimwear for hygiene reasons. This ensures that any underwear or swimwear you purchase from us has not been tried on or used by other shoppers outside of the store. This is a blanket policy that we adhere to at all times, therefore we are unable to assist you further in this matter.

Assuring you of our best intentions.”

But none of this is stated on their website!

The website suggests that certain items are not returnable for hygiene reasons.

https://www.sportsdirect.com/customerservices/completedorders/returnsandexchanges

Pollycat

Ben93 wrote: »

I just got a response from an email I sent the same day as my original post.

“I was sorry to hear of your dissatisfaction with your purchase at our store.

In line with several other retailers, we have adopted the policy of not exchanging underwear or swimwear for hygiene reasons. This ensures that any underwear or swimwear you purchase from us has not been tried on or used by other shoppers outside of the store. This is a blanket policy that we adhere to at all times, therefore we are unable to assist you further in this matter.

Assuring you of our best intentions.”

But none of this is stated on their website!

Isn't it?

https://www.sportsdirect.com/customerservices/completedorders/returnsandexchanges

QUESTION - Can I return an item? ANSWER

We do our best to ensure all of our customers enjoy a happy shopping experience with SportsDirect.com however occasionally you may need to return an item.
In store purchases

Please return your purchases to either the store you purchased from or your local store.
Online purchases

To return an item(s) firstly print the Returns Form, complete it and return it with your invoice and goods to:
Customer Returns,
Unit B,
Brook Park East,
Shirebrook.
NG20 8RY.
We would recommend that you return your items via registered post. Please clearly state on the invoice the reason for return and whether you require a refund or exchange, We are only able to exchange items for the same product.
Personalised Items are non-returnable. Some goods are non-returnable for hygiene reasons. Please note that this does not affect your statutory rights.
If a full refund including the original delivery costs is required, we need to be informed fourteen (14) days after the receipt of the order. The order must be then returned to us within fourteen (14) days after we have been informed of the cancellation, however you will be responsible for the cost of returns the goods to us. If a return is payable to you we will process the refund as soon as possible and, in any case within fourteen (14) days of receipt of the original order back to us.
The returned goods do not need to be in their original packaging however they need to be in a sellable condition. Return postage is at your own cost and risk.
You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.
Our returns policy does not affect your statutory rights.
If you return goods claiming they are defective, we will examine the returned goods and will notify you of your refund via e-mail within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case within thirty (30) days of the day we confirm via e-mail that you are entitled to a refund for defective goods.
If a refund or reimbursement is payable to you, we will transfer the money using the same method originally used by you to pay for your purchase. If we cannot refund via the original payment then a cheque will be raised to the address on the order (except in the case of a full or part purchase of goods using a Gift Card, as detailed below).
If any product purchased with a Gift Card is subsequently exchanged for a product of a lower price, any money owing will only be issued as a Gift Card. If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card’s original value, any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned good(s), we will issue you with a new Gift Card to the value payable to you up to the amount of the card’s original value.

But you didn't order on-line...

marcarm

Surely that policy is for change of mind returns, not for items that don't conform to contract?

Did we find out whether they were just a really big medium or whether the wrong size was put in the box??

[Deleted User]

I ordered two different sized pairs of Lycra shorts from Sports Direct click & collect. I tried both pairs in the changing room, then returned the one that didn't fit. (The poly bags had been torn open, so I assumed that both pairs had already been bought and returned before.)

Lip_Stick

If they refused to return, I'd be tempted to buy the correct size online and return the first lot as those, saying they sent the wrong size.

Pollycat

marcarm wrote: »

Surely that policy is for change of mind returns, not for items that don't conform to contract?

Did we find out whether they were just a really big medium or whether the wrong size was put in the box??

But we don't know if the OP ordered "a really big medium or whether the wrong size was put in the box" because despite being asked that question, he's not answered.

Lip_Stick

Pollycat wrote: »

But we don't know if the OP ordered "a really big medium or whether the wrong size was put in the box" because despite being asked that question, he's not answered.

It says they are unopened, and that the assistant put them straight in the bag, (so he didn't have the opportunity to look at the box), so on that basis I would say he was given the completely wrong size as on the box, e.g. he wanted a medium box, but got an XL, and it isn't that the undies are too big or in the wrong box.

Pollycat

Lip_Stick wrote: »

It says they are unopened, and that the assistant put them straight in the bag, (so he didn't have the opportunity to look at the box), so on that basis I would say he was given the completely wrong size as on the box, e.g. he wanted a medium box, but got an XL, and it isn't that the undies are too big or in the wrong box.

You might say that but until/unless the OP clarifies whether he asked for the right size, was given the right size but they were too big or if he asked for the right size but was given a bigger size.


It's what the OP says happened, not what you have inferred from what's been said on the thread.

Lip_Stick

It seems clear to me what he means when he says 'one of the members of staff went into the back room to get the right size for me as they didn’t have the size I wanted on the shelves'.