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Harrods Online Refund Policy and lack of online upfront transparency.
Comments
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I think I've deleted them now.0
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Manxman_in_exile said:makemboy said:
Do you think this will suffice as a clear statement to send them ?Manxman_in_exile said:@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...Good afternoon,
Re: Customer Services Ticket:
This is a clear statement to Harrods that I am exercising my statutory right to cancel the items ordered.
ORDER NUMBER:
I am exercising my right to cancel under s29 of the above legislation and NOT under any returns policy that Harrods may have in place.
s27 and s28 of the legislation lists the only exceptions to the statutory right of cancellation. Those exceptions do not include perfume.
Please send me a returns label or address in which I can send back the products to you. Both perfumes bottles are sealed and untouched and will be returned within the same packaging as received.
I think that makes it very clear what you are doing. But I'd take the two pieces in bold out.
I put them in to emphasise to you that (1) you are not using their returns policy and (2) that the statutory exceptions do not include perfume. Although I'm not shouting at you, they might think you are shouting at them! Remember, you are trying to persuade them nicely that the law says you can cancel and return for a full refund.
Leave the bit in about asking for a returns label. According to their T&Cs you are meant to pay for the return of items on a s29 cancellation but it's up to you if you want to be cheeky and ask for a pre-paid label. You might be pushing your luck trying that though, as I don't think you are entitled to get them to pay for the return.
If they come back again moaning that it was your mistake that led to this, you can point out to them that s29 of the legislation gives you the right to cancel within 14 days whatever the reason. In fact you don't need any reason at all - it's a legal right you have that Harrods can't take away.
When they eventually agree to the return, make sure sure you get some kind of proof of actually sending back in case it goes astray.Manxman_in_exile said:makemboy said:
Do you think this will suffice as a clear statement to send them ?Manxman_in_exile said:@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...Good afternoon,
Re: Customer Services Ticket:
This is a clear statement to Harrods that I am exercising my statutory right to cancel the items ordered.
ORDER NUMBER:
I am exercising my right to cancel under s29 of the above legislation and NOT under any returns policy that Harrods may have in place.
s27 and s28 of the legislation lists the only exceptions to the statutory right of cancellation. Those exceptions do not include perfume.
Please send me a returns label or address in which I can send back the products to you. Both perfumes bottles are sealed and untouched and will be returned within the same packaging as received.
I think that makes it very clear what you are doing. But I'd take the two pieces in bold out.
I put them in to emphasise to you that (1) you are not using their returns policy and (2) that the statutory exceptions do not include perfume. Although I'm not shouting at you, they might think you are shouting at them! Remember, you are trying to persuade them nicely that the law says you can cancel and return for a full refund.
Leave the bit in about asking for a returns label. According to their T&Cs you are meant to pay for the return of items on a s29 cancellation but it's up to you if you want to be cheeky and ask for a pre-paid label. You might be pushing your luck trying that though, as I don't think you are entitled to get them to pay for the return.
If they come back again moaning that it was your mistake that led to this, you can point out to them that s29 of the legislation gives you the right to cancel within 14 days whatever the reason. In fact you don't need any reason at all - it's a legal right you have that Harrods can't take away.
When they eventually agree to the return, make sure sure you get some kind of proof of actually sending back in case it goes astray.Manxman_in_exile said:makemboy said:
Do you think this will suffice as a clear statement to send them ?Manxman_in_exile said:@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...Good afternoon,
Re: Customer Services Ticket:
This is a clear statement to Harrods that I am exercising my statutory right to cancel the items ordered.
ORDER NUMBER:
I am exercising my right to cancel under s29 of the above legislation and NOT under any returns policy that Harrods may have in place.
s27 and s28 of the legislation lists the only exceptions to the statutory right of cancellation. Those exceptions do not include perfume.
Please send me a returns label or address in which I can send back the products to you. Both perfumes bottles are sealed and untouched and will be returned within the same packaging as received.
I think that makes it very clear what you are doing. But I'd take the two pieces in bold out.
I put them in to emphasise to you that (1) you are not using their returns policy and (2) that the statutory exceptions do not include perfume. Although I'm not shouting at you, they might think you are shouting at them! Remember, you are trying to persuade them nicely that the law says you can cancel and return for a full refund.
Leave the bit in about asking for a returns label. According to their T&Cs you are meant to pay for the return of items on a s29 cancellation but it's up to you if you want to be cheeky and ask for a pre-paid label. You might be pushing your luck trying that though, as I don't think you are entitled to get them to pay for the return.
If they come back again moaning that it was your mistake that led to this, you can point out to them that s29 of the legislation gives you the right to cancel within 14 days whatever the reason. In fact you don't need any reason at all - it's a legal right you have that Harrods can't take away.
When they eventually agree to the return, make sure sure you get some kind of proof of actually sending back in case it goes astray.Manxman_in_exile said:makemboy said:
Do you think this will suffice as a clear statement to send them ?Manxman_in_exile said:@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...Good afternoon,
Re: Customer Services Ticket:
This is a clear statement to Harrods that I am exercising my statutory right to cancel the items ordered.
ORDER NUMBER:
I am exercising my right to cancel under s29 of the above legislation and NOT under any returns policy that Harrods may have in place.
s27 and s28 of the legislation lists the only exceptions to the statutory right of cancellation. Those exceptions do not include perfume.
Please send me a returns label or address in which I can send back the products to you. Both perfumes bottles are sealed and untouched and will be returned within the same packaging as received.
I think that makes it very clear what you are doing. But I'd take the two pieces in bold out.
I put them in to emphasise to you that (1) you are not using their returns policy and (2) that the statutory exceptions do not include perfume. Although I'm not shouting at you, they might think you are shouting at them! Remember, you are trying to persuade them nicely that the law says you can cancel and return for a full refund.
Leave the bit in about asking for a returns label. According to their T&Cs you are meant to pay for the return of items on a s29 cancellation but it's up to you if you want to be cheeky and ask for a pre-paid label. You might be pushing your luck trying that though, as I don't think you are entitled to get them to pay for the return.
If they come back again moaning that it was your mistake that led to this, you can point out to them that s29 of the legislation gives you the right to cancel within 14 days whatever the reason. In fact you don't need any reason at all - it's a legal right you have that Harrods can't take away.
When they eventually agree to the return, make sure sure you get some kind of proof of actually sending back in case it goes astray.Manxman_in_exile said:makemboy said:
Do you think this will suffice as a clear statement to send them ?Manxman_in_exile said:@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...Good afternoon,
Re: Customer Services Ticket:
This is a clear statement to Harrods that I am exercising my statutory right to cancel the items ordered.
ORDER NUMBER:
I am exercising my right to cancel under s29 of the above legislation and NOT under any returns policy that Harrods may have in place.
s27 and s28 of the legislation lists the only exceptions to the statutory right of cancellation. Those exceptions do not include perfume.
Please send me a returns label or address in which I can send back the products to you. Both perfumes bottles are sealed and untouched and will be returned within the same packaging as received.
I think that makes it very clear what you are doing. But I'd take the two pieces in bold out.
I put them in to emphasise to you that (1) you are not using their returns policy and (2) that the statutory exceptions do not include perfume. Although I'm not shouting at you, they might think you are shouting at them! Remember, you are trying to persuade them nicely that the law says you can cancel and return for a full refund.
Leave the bit in about asking for a returns label. According to their T&Cs you are meant to pay for the return of items on a s29 cancellation but it's up to you if you want to be cheeky and ask for a pre-paid label. You might be pushing your luck trying that though, as I don't think you are entitled to get them to pay for the return.
If they come back again moaning that it was your mistake that led to this, you can point out to them that s29 of the legislation gives you the right to cancel within 14 days whatever the reason. In fact you don't need any reason at all - it's a legal right you have that Harrods can't take away.
When they eventually agree to the return, make sure sure you get some kind of proof of actually sending back in case it goes astray.
Looking through I think I have now managed to edit the statement and remove the ticket number and order number.Manxman_in_exile said:makemboy said:
Do you think this will suffice as a clear statement to send them ?Manxman_in_exile said:@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...Good afternoon,
Re: Customer Services Ticket:
This is a clear statement to Harrods that I am exercising my statutory right to cancel the items ordered.
ORDER NUMBER:
I am exercising my right to cancel under s29 of the above legislation and NOT under any returns policy that Harrods may have in place.
s27 and s28 of the legislation lists the only exceptions to the statutory right of cancellation. Those exceptions do not include perfume.
Please send me a returns label or address in which I can send back the products to you. Both perfumes bottles are sealed and untouched and will be returned within the same packaging as received.
I think that makes it very clear what you are doing. But I'd take the two pieces in bold out.
I put them in to emphasise to you that (1) you are not using their returns policy and (2) that the statutory exceptions do not include perfume. Although I'm not shouting at you, they might think you are shouting at them! Remember, you are trying to persuade them nicely that the law says you can cancel and return for a full refund.
Leave the bit in about asking for a returns label. According to their T&Cs you are meant to pay for the return of items on a s29 cancellation but it's up to you if you want to be cheeky and ask for a pre-paid label. You might be pushing your luck trying that though, as I don't think you are entitled to get them to pay for the return.
If they come back again moaning that it was your mistake that led to this, you can point out to them that s29 of the legislation gives you the right to cancel within 14 days whatever the reason. In fact you don't need any reason at all - it's a legal right you have that Harrods can't take away.
When they eventually agree to the return, make sure sure you get some kind of proof of actually sending back in case it goes astray.0 -
OP if they won't provide you with their official returns address then you should follow this:
(3) The address to which goods must be sent under paragraph (2)(a) is—
(a)any address specified by the trader for sending the goods back;
(b)if no address is specified for that purpose, any address specified by the trader for the consumer to contact the trader;
(c)if no address is specified for either of those purposes, any place of business of the trader.
So with (b) their official registered address should appear at the top or bottom of the the T&Cs page on their website.
Once you've sent the goods back I would email them with evidence of return and request your refund within 14 days. If they fail to refund at all a letter before action and small claims is the way to go, you might have to send the letter but by that point hopefully someone will see sense.
Please do make sure you use Special Delivery, I wouldn't trust any other service at this time of year for £190 worth of goods and it's well worth paying the £10 or so Royal Mail charge to send via a decent service and be fully covered for the value.
In the game of chess you can never let your adversary see your pieces0 -
Given that Harrods has a world class reputation I’m surprised they are being so awkward.There is a long list of things prohibited in the post on the RM website. Here is what the rules on perfume are
Perfumes and Aftershaves
including eau de parfum and eau de toilette and alcohol-free perfumes, but excluding non-flammable perfumed creams, gels, oils or lotions
- International - Not allowed in the mail
- UK - Allowed in the mail, see restrictions and packaging guidelines below:
- Volume per item must not exceed 150ml.
- No more than four items in any one parcel.
- Must be sent in its original retail packaging, placed in strong outer packaging and cushioned to prevent breakage.
- An ID8000 label must be applied (see example ID8000 label).
- The sender's name and return address must be clearly visible on the outer packaging.
- These items must be presented at a Post Office® counter.
It’s quite clear there no rules that prohibit you sending perfume through the post to Harrods.
I’ve had lots of perfume and nail varnish in the post, never seen an ID8000
if people could not return toiletries, perfumes etc then a lot of businesses would go bust
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the issue is not post. Its that Harrods have lumped beauty products where there might be genuine hygiene issues with fragrances where there is no hygiene issue.Murphybear said:Given that Harrods has a world class reputation I’m surprised they are being so awkward.There is a long list of things prohibited in the post on the RM website. Here is what the rules on perfume arePerfumes and Aftershaves
including eau de parfum and eau de toilette and alcohol-free perfumes, but excluding non-flammable perfumed creams, gels, oils or lotions
- International - Not allowed in the mail
- UK - Allowed in the mail, see restrictions and packaging guidelines below:
- Volume per item must not exceed 150ml.
- No more than four items in any one parcel.
- Must be sent in its original retail packaging, placed in strong outer packaging and cushioned to prevent breakage.
- An ID8000 label must be applied (see example ID8000 label).
- The sender's name and return address must be clearly visible on the outer packaging.
- These items must be presented at a Post Office® counter.
It’s quite clear there no rules that prohibit you sending perfume through the post to Harrods.
I’ve had lots of perfume and nail varnish in the post, never seen an ID8000
if people could not return toiletries, perfumes etc then a lot of businesses would go bust0 -
They may be a well known name with a world wide reputation, but I'm not sure it's a world class reputation. It's often those businesses who think they are world class who are most awkward.Murphybear said:Given that Harrods has a world class reputation I’m surprised they are being so awkward...
But I suspect at least part of the problem here is that customer service staff haven't been trained to recognise the difference between Harrods' own returns policy and the consumer's statutory right to cancel. Maybe Harrods don't know themselves that there's a difference...
as @jon81uk says the problem is that Harrods T&Cs say that fragrances and perfumes are non-returnable but the law doesn't agree.
(Actually, thinking about it, maybe Harrods T&Cs are correct from Harrods' POV but their customer services staff apply it wrongly. AIUI, their T&Cs say fragrances and perfumes are non-returnable, not that they can't be cancelled or that they're non-refundable. Maybe their T&Cs are intended to let you cancel and get a refund, but they don't want them back. Seems unlikely but...)0 -
Is it 100% clear that that isn't illegal?Nifty_Purse said:
... 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.
If their T&Cs explicitly state something that is untrue (eg that the consumer is not allowed to return a certain product when the law says the opposite) are they not perhaps committing an offence under regularion 5 of The Consumer Protection from Unfair Trading Regulations 2008 (legislation.gov.uk)?
ie providing false information in respect of a consumer's rights to return goods that would be likely to cause the consumer not to exercise their legal right to return something? Might that not be an offence?0 -
Given that Qatar has a world wide reputation for riding roughshod over people's human rights I'm not at all surprised they ignore something so trivial as consumer rights...Murphybear said:Given that Harrods has a world class reputation I’m surprised they are being so awkward.
(Harrods, along with much of Knightsbridge and Kensington, is wholly owned by Qatar)0 -
It's actually £390 as there are two 50 ml bottles. This is their response below.OP if they won't provide you with their official returns address then you should follow this:(3) The address to which goods must be sent under paragraph (2)(a) is—
(a)any address specified by the trader for sending the goods back;
(b)if no address is specified for that purpose, any address specified by the trader for the consumer to contact the trader;
(c)if no address is specified for either of those purposes, any place of business of the trader.
So with (b) their official registered address should appear at the top or bottom of the the T&Cs page on their website.
Once you've sent the goods back I would email them with evidence of return and request your refund within 14 days. If they fail to refund at all a letter before action and small claims is the way to go, you might have to send the letter but by that point hopefully someone will see sense.
Please do make sure you use Special Delivery, I wouldn't trust any other service at this time of year for £190 worth of goods and it's well worth paying the £10 or so Royal Mail charge to send via a decent service and be fully covered for the value.
Thank you for your email.
The following products cannot be returned:
- Beauty products, fragrances and pharmaceutical productsPlease see further information regarding this via the below link:
https://www.harrods.com/en-gb/legal/terms-and-conditions
We apologise for any inconvenience caused.
Kind Regards,
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Have you asked why they think fragrances are excluded from cancellation under the consumer contracts legislation?makemboy said:
It's actually £390 as there are two 50 ml bottles. This is their response below.OP if they won't provide you with their official returns address then you should follow this:(3) The address to which goods must be sent under paragraph (2)(a) is—
(a)any address specified by the trader for sending the goods back;
(b)if no address is specified for that purpose, any address specified by the trader for the consumer to contact the trader;
(c)if no address is specified for either of those purposes, any place of business of the trader.
So with (b) their official registered address should appear at the top or bottom of the the T&Cs page on their website.
Once you've sent the goods back I would email them with evidence of return and request your refund within 14 days. If they fail to refund at all a letter before action and small claims is the way to go, you might have to send the letter but by that point hopefully someone will see sense.
Please do make sure you use Special Delivery, I wouldn't trust any other service at this time of year for £190 worth of goods and it's well worth paying the £10 or so Royal Mail charge to send via a decent service and be fully covered for the value.
Thank you for your email.
The following products cannot be returned:
- Beauty products, fragrances and pharmaceutical productsPlease see further information regarding this via the below link:
https://www.harrods.com/en-gb/legal/terms-and-conditions
We apologise for any inconvenience caused.
Kind Regards,
0
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