Clothing returns -Roman

floppydisc

I bought a top from Roman (obviously could not try it on due to covid closing all changing rooms) took it home and tried it on, did not like it so tried to return it today to the Roman shop I bought it from to be told I can only have an exchange or gift card!! Surely thats not right ? I paid for it on my debit card and was expecting it to go back on my debit card. When I questioned the cashier she said its their policy. 
Understandable in normal times but in times like now when you cannot try on in the shop ?? Advice anyone ?? 

Aylesbury_Duck

If their policy is not to refund change of mind returns, only to offer an exchange or vouchers, that's perfectly permissible.  You have no consumer right to a return of non faulty items bought in store, only rights offered under a retailer's policy.  If their policy didn't have provision for exchange or vouchers you wouldn't be entitled to anything at all. 

photome

floppydisc said:

I bought a top from Roman (obviously could not try it on due to covid closing all changing rooms) took it home and tried it on, did not like it so tried to return it today to the Roman shop I bought it from to be told I can only have an exchange or gift card!! Surely thats not right ? I paid for it on my debit card and was expecting it to go back on my debit card. When I questioned the cashier she said its their policy. 
Understandable in normal times but in times like now when you cannot try on in the shop ?? Advice anyone ?? 

Did you ask in store what their returns policy is?
website does say exchange or credit.

 I do think that if they wont let you try it on they should, IMO change their returns policy

pinkshoes

This is a standard policy with many shops, that any in store purchases can only be returned for a credit note or exchange. 
However, given that you can no longer try clothes on in shops, the above policy is ridiculous and outdated.

I would write to them saying how disappointed you were to find out that you cannot return items despite not being able to try them on in store, and would they perhaps reconsider their policy to prevent disappointed and frustrated customers.

Is there a headquarters number to call?

DoaM

Roman Originals? They seem to have lots of stores so there'll be a head office.

Roman Originals PLC Registered office: Unit 1, Vantage Point, 5 Wingfoot Close, Birmingham, B24 9JH.

Registered in England Number: 00980843 VAT registration number: 111 3607 23

soolin

pinkshoes said:

This is a standard policy with many shops, that any in store purchases can only be returned for a credit note or exchange. 
However, given that you can no longer try clothes on in shops, the above policy is ridiculous and outdated.

I would write to them saying how disappointed you were to find out that you cannot return items despite not being able to try them on in store, and would they perhaps reconsider their policy to prevent disappointed and frustrated customers.

Is there a headquarters number to call?

I agree, I completely understand and accept that in normal times shops have a right to decide on their own change of mind return policy, as long as it is legal. However, since many shops now won't allow you to try things on instore it seems harsh to stick to that policy.

Personally I vote with my feet, if I can't try something on and the shop has a no cash return policy then I wouldn't buy from them.

The press is full of how we all need to be back on the high street and stop shopping online, but frankly shops are really not helping themselves with sticking to 'normal times' refund policies like this. 

forgotmyname

Sorry to jump into your thread but its regarding the same store and their online returns, if you buy
something online and it does not fit can they charge the return postage?

I was told the return postage is down to the buyer, but is it a change of mind when the clothing
is not the correct size.

This appears to be a very grey area though... Label says size 12 but if it's too big or too
small, is the label at fault or just not suited to your body shape?

Sorry again and Thanks for any advice.

theonlywayisup

forgotmyname said:

Sorry to jump into your thread but its regarding the same store and their online returns, if you buy
something online and it does not fit can they charge the return postage?

I was told the return postage is down to the buyer, but is it a change of mind when the clothing
is not the correct size.

This appears to be a very grey area though... Label says size 12 but if it's too big or too
small, is the label at fault or just not suited to your body shape?

Sorry again and Thanks for any advice.

Do they have a size guide on their website?  

forgotmyname

They do have a size guide but its   size:  bust,  waist and hips.  But as we are all oddly shaped arm lengths will vary and
tummy size and 1001 other variations that may cause an item of clothing size## not to fit everyone labelled as that size.

Just looked and they refund minus a delivery charge of £3. No mention of whether thats per item or per order, just says return your item?

Thanks.

mattyprice4004

It’s not their fault we’re all different in size, it’s just how we are - so I can’t see that they’re liable to cover the postage. 

forgotmyname

I knew it would be a grey area, they do state the charge for postage if returning. But whose fault is it
that a size 12 item was actually suitable for someone sized 18?

They bought the one sized 12 item and gave it away to someone sized 18 and it fitted, the return charge
has put them off buying anything else.

Thanks.