365 returns policy face theory

Sarahebee88

Hi guys,

need a bit of advice I recently bought skin care products from face theory totalling to £138.14 

I purchased these products on October 29th! 

They have a 365 returns policy! I don’t need to returns the products back
But states it will only total up to £75 which I will be at a loss of £63.14. 

They have given me £75 refund but my £63.14 will not be covered by there 365 day guarantee. 

I don’t understand this can someone help me or give me advice on this! 

Flight3287462

Here is what the returns page says:-

Sarahebee88

I just don’t understand why they can keep £63.14 though I understand shipping costs etc… but surely there is a loop hole 

Wonka_2

Sarahebee88 said:

I just don’t understand why they can keep £63.14 though I understand shipping costs etc… but surely there is a loop hole 

Given the nature of their 'promise' then presumably there were products under £75 that would have allowed you to trial and seen the impact on your skin - you could then, if suitable, re-purchase a higher quantity.

Aylesbury_Duck

Sarahebee88 said:

I just don’t understand why they can keep £63.14 though I understand shipping costs etc… but surely there is a loop hole 

Because that's the terms of their 365 policy.  What loophole are you looking for?

The policy cannot undermine your statutory rights, so if you're returning items that are faulty/mis-described you would be entitled to a full refund.  If it's just a choice thing after what is almost two months, you're not entitled to a refund at all, so to refund you £75 without you even having to return the products, is generous.

JetpackVelociraptor

So in reality as you didn't have to return the products and they're not faulty, you've actually for £138.14 worth of skincare products for £65 - a bargain from the sound of it. There's no loop hole, their terms and conditions are very generous.

mattyprice4004

Sarahebee88 said:

I just don’t understand why they can keep £63.14 though I understand shipping costs etc… but surely there is a loop hole 

Did you not read the returns policy for their guarantee before you purchased? 
It seems fair enough to me - it allows you to trial their products, but stops people taking the mickey by asking for hundreds back on day 364. 

Manxman_in_exile

Slightly off-topic but I'm curious if anyone knows:

(1) Their terms of sale say

"11. Acceptance of Goods

Upon receipt, you must inspect the goods. You will be deemed to have accepted the goods unless you notify us that you have cancelled the order and/or you return the goods in accordance with the Returns Policy & Procedure. If no such action is taken, we shall not be obliged to accept any rejection of the goods at a later date. Your statutory rights are not affected."

I know they say that "your statutory rights are not affected", but isn't 11. blatantly misleading?  There is no such concept as "acceptance" any more, is there, and surely it's irrelevant when it comes to whether or not you can reject the goods?

Also, aren't they meant to explain to you your statutory right to cancel?

(2)  In their 365 days returns policy they keep referring to "over 365 days".  This is no doubt a stupid question, but I presume they mean during or within 365 days and not more than 365 days?  It's just that "over" seems a particularly confusing and unclear way of referring to a period of time.

sheramber

I read it as meaning they will only refund once over a period of 365 days.

So you cannot claim twice in the same period of 365 days

eskbanker

sheramber said:

I read it as meaning they will only refund once over a period of 365 days.

So you cannot claim twice in the same period of 365 days

Surely once per product (subject to an aggregate cap of £75) in a 365 day period:

We can only accept product returns once per product over 365 days - and we reserve the right to say that our products may not be suitable for your skin and decline any further purchases from you.

Refunds exclude any delivery charges.  We offer a maximum refund limit of £75 over any 365 day period.