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Harrods Online Refund Policy and lack of online upfront transparency.
makemboy
Posts: 31 Forumite
Hello, I ordered some perfume for my daughter from Harrods online website. Two items of the same costing £195 each total £390. On receiving the items I realised I had ordered the wrong items. However, there was a free return service. When I commenced that process I found that they were a nonreturnable item. Due to being dangerous !
I looked back on the website at the page and point of sale and could not find any reference to the item being nonreturnable there or within the basket. Only if you scroll down the page past other products do you find a reference to t&c's and non returnable items at the bottom of the page. Apparently all perfumes etc are non returnable but this is not made clear at the point of sale.
I have looked at
and distance selling information and thought I had a good case for a refund or at least a credit. Especially from a company such as Harrods.
I emailed Harrods explaining all this and advising of Trading Standards, advertising agency, Ombusman option open to me if a resolution could not be found. After a week I had not a response so contacted them via a customer services chat message service. There view is, it is there non return policy within T&C's and that the items I ordered "would not be accepted as they were inflammable" I explained that they were inflammable when they were sent to me so that was illogical. They also pointed out that because I admitted it was my fault I ordered the wrong items.
I attached a video to Harrods showing the process when ordering online demonstrating that there was no reference to these being non returnable at the point of sale. i.e you would have to go scrolling down page past other products to find that information.
Do I have a case here or am I stuck with expensive perfume that my daughter does not want ?
thank you
Ray
I looked back on the website at the page and point of sale and could not find any reference to the item being nonreturnable there or within the basket. Only if you scroll down the page past other products do you find a reference to t&c's and non returnable items at the bottom of the page. Apparently all perfumes etc are non returnable but this is not made clear at the point of sale.
I have looked at
and distance selling information and thought I had a good case for a refund or at least a credit. Especially from a company such as Harrods.
I emailed Harrods explaining all this and advising of Trading Standards, advertising agency, Ombusman option open to me if a resolution could not be found. After a week I had not a response so contacted them via a customer services chat message service. There view is, it is there non return policy within T&C's and that the items I ordered "would not be accepted as they were inflammable" I explained that they were inflammable when they were sent to me so that was illogical. They also pointed out that because I admitted it was my fault I ordered the wrong items.
I attached a video to Harrods showing the process when ordering online demonstrating that there was no reference to these being non returnable at the point of sale. i.e you would have to go scrolling down page past other products to find that information.
Do I have a case here or am I stuck with expensive perfume that my daughter does not want ?
thank you
Ray
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Comments
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You have the right to cancel and a refund.What is the volume in ml of a single perfume bottle you ordered?In the game of chess you can never let your adversary see your pieces0
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Nope. If you purchased online, they cannot deny a return (providing it’s not a bespoke or hygiene sealed item). Perfume is neither and I’ve never heard of this.Their terms are pretty shocking. You have 14 days to let them know you wish to return and a further 14 days to actually return. Getting them to comply could be another matter though.1
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@makemboy - Harrods are wrong.
Quote the law to them which is contained in Part 3 of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk)
Basically you can cancel a distance contract for any reason at all within 14 days* of the goods being delivered to you. You then have 14 days in which to return** them.
To exercise this stautory right to cancel you are meant to make a "clear statement" to Harrods that you are cancelling. Best to tell them also that you are exercising your right to cancel under s29 of the above legislation and NOT under any returns policy of their own that they might have. If you haven't clearly told them that you are cancelling under the legislation you should clarify this to them now.
s27 and s28 of the legislation lists the only exceptions to the statutory right of cancellation. Those exceptions do not include perfume.
*If they haven't explained to you about your statutory right to cancel, the 14 day period might be extended.
** Depending on the detail of their T&Cs either you or Harrods might have to pay for the return. If they try to say you should pay you could argue with them that they should be paying for blatantly attempting to mislead you about your legal rights...
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Presumably you think the volume might be significant?You have the right to cancel and a refund.What is the volume in ml of a single perfume bottle you ordered?0 -
It is 50 mls in each bottle.You have the right to cancel and a refund.What is the volume in ml of a single perfume bottle you ordered?0 -
Royal Mail limit it to 150ml per item for perfumes and no more than 4 per parcelManxman_in_exile said:
Presumably you think the volume might be significant?You have the right to cancel and a refund.What is the volume in ml of a single perfume bottle you ordered?
https://www.postoffice.co.uk/mail/what-can-i-send
Other carriers are likely to have similar restrictions and require a similar warning label to be applied to the package.3 -
DGG got there before meManxman_in_exile said:
Presumably you think the volume might be significant?You have the right to cancel and a refund.What is the volume in ml of a single perfume bottle you ordered?
OP I would return them Special Delivery due to the value and the problems all couriers are facing at the moment.
Do you have the returns address from Harrods?In the game of chess you can never let your adversary see your pieces1 -
Is it not more correct to say that they are returnable, but you need to find a courier willing to transport them?0
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OP:
I would email them again and get their response in writing rather than via a chat service.
Because you ordered them by mistake I wouldn't expect to have a free return especially on a liquid as they are usually associated with higher postage costs. So ask if you can have a refund if you're paying return postage. Obviously, they will only except a return if the packaging is unopened and in a condition to be able to resell.
It is standard practice to have terms and conditions at the bottom of retailers web pages that is not particular to Harrods. They have not done anything unusual or illegal by not stating that the item was unreturnable at the point of sale so best to not be focusing your attention on that subject.
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No, Harrods policy is the issue.user1977 said:Is it not more correct to say that they are returnable, but you need to find a courier willing to transport them?"The following products cannot be returned: ....
- Beauty products, fragrances and pharmaceutical products"
I understand there might be a hygiene issue with some beauty items such as lipstick, but I can't see a valid reason to exclude fragrance.
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