Refused return from Zara

WALK9763

I ordered 2 pairs of trousers from Zara - in 2 different sizes. When they arrived I tried on the smaller pair which fitted so I returned the larger pair. A week later I received an email from Zara saying they could not accept the return as it was in a not used condition and they were returning the item to me (which they did).  Upon receipt I looked at the item and indeed there was a mark on it - although the labels were still attached and it had obviously not been worn. I have been in touch with Zara again but they refuse to refund me or have the good back. They say if I return them they will be destroyed (and I still won't be refunded!). These trousers obviously turned up dirty but they're blaming me - my word against them although I obviously haven't worn them - do I have any comeback?

tightauldgit

There was a pretty spirited discussion on a similar topic to this not too long ago. I don't think we ever really got to the bottom of it. 

My view - Zara have a right to deduct for damage that was done to the item while in your possession and that could be as much as the full value of the product. Obviously you are going to dispute when the damage occurred but that's difficult to prove one way or the other. 

Other people will disagree and say that Zara are breaking the consumer rights act by denying you your right to return. 

It's a pity you didn't notice the mark when it arrived and you could have returned them as damaged. 

the_lunatic_is_in_my_head

Their T&Cs (that I could find via a PDF) do mention reducing the refund for diminished value.

I'd suspect Zara are treating this as a return under their own policy rather than exercising the right of cancellation. 

How much were the (one pair of) trousers OP?

WALK9763

the_lunatic_is_in_my_head said:

Their T&Cs (that I could find via a PDF) do mention reducing the refund for diminished value.

I'd suspect Zara are treating this as a return under their own policy rather than exercising the right of cancellation. 

How much were the (one pair of) trousers OP?

£33 - but it's the principle ....