T&C just changed

smartshopper80

DullGreyGuy said:

smartshopper80 said:

eskbanker said:

smartshopper80 said:

How can I do if a website suddenly changed their return period?
It was 28 days, and they just shortened it to 14 days. I'm sure this change was made these few days, because I happened to return another order, which the original date of purchased was 2 days away from this one. Another order was accepetd by their return portal like 4 days ago, but the one I wish to return is not alllowed by the portal.
The customer service barely replies, and I'm nervous now. 
Thanks. 

What's the website?  You can often access prior versions of published pages at the likes of the Wayback Machine:

Wayback Machine (archive.org)

which may allow you to see what the policy was at the time of purchase.

However, it sounds like you're returning relatively frequently, so is it possible that they're placing restrictions on your account perhaps?

Theory.

Thanks for the Wayback Machine, but it didn't have the date I needed.

Nope. They changed the T&C section. I happen to have another order placed around May 19, and I tried to use the return portal, and it would generate the label successually. Therefore it's not related to account as such.

I literally called the storefront, and even they weren't aware of the T&C change, so it's very recent and most likely from June on. 

Does it have something post your purchase that still has the longer period? Civil law works on the basis of the "balance of probabilities" so if you can establish that before and after the purchase they had the longer period and its only after a later date that the policy changed it would seem more likely or not that its a more recent change as typically companies dont flip flop between two sets of terms

Theres is no dispatch note inside the parcel, as they never use one. And on their website doesn't state the date of the change of rerturn policy. That's the thing that bothers me. 

The customer service is bad. Never answers the calls or live-chat. They would replied the mails like days later, but never prompt. I placed 2 different orders, one on May 2, and another on May 4. The one on May 2 was returned on May 28, and the label was generated on May 26. Therefore I believe they changed the return policy sometime between May 26-31, rather than on May 3, 4.

RefluentBeans

smartshopper80 said:

DullGreyGuy said:

smartshopper80 said:

eskbanker said:

smartshopper80 said:

How can I do if a website suddenly changed their return period?
It was 28 days, and they just shortened it to 14 days. I'm sure this change was made these few days, because I happened to return another order, which the original date of purchased was 2 days away from this one. Another order was accepetd by their return portal like 4 days ago, but the one I wish to return is not alllowed by the portal.
The customer service barely replies, and I'm nervous now. 
Thanks. 

What's the website?  You can often access prior versions of published pages at the likes of the Wayback Machine:

Wayback Machine (archive.org)

which may allow you to see what the policy was at the time of purchase.

However, it sounds like you're returning relatively frequently, so is it possible that they're placing restrictions on your account perhaps?

Theory.

Thanks for the Wayback Machine, but it didn't have the date I needed.

Nope. They changed the T&C section. I happen to have another order placed around May 19, and I tried to use the return portal, and it would generate the label successually. Therefore it's not related to account as such.

I literally called the storefront, and even they weren't aware of the T&C change, so it's very recent and most likely from June on. 

Does it have something post your purchase that still has the longer period? Civil law works on the basis of the "balance of probabilities" so if you can establish that before and after the purchase they had the longer period and its only after a later date that the policy changed it would seem more likely or not that its a more recent change as typically companies dont flip flop between two sets of terms

Theres is no dispatch note inside the parcel, as they never use one. And on their website doesn't state the date of the change of rerturn policy. That's the thing that bothers me. 

The customer service is bad. Never answers the calls or live-chat. They would replied the mails like days later, but never prompt. I placed 2 different orders, one on May 2, and another on May 4. The one on May 2 was returned on May 28, and the label was generated on May 26. Therefore I believe they changed the return policy sometime between May 26-31, rather than on May 3, 4.

I’m sorry to say - bad customer service isn’t illegal. 

It also sounds like they have retail units, and the retail unit is willing to accept your return? Assuming that’s the case, then I don’t see what the issue is? Companies can update their terms, and you are bound to the terms you did the deal under. 

Have they actually refused your return? 

smartshopper80

RefluentBeans said:

smartshopper80 said:

DullGreyGuy said:

smartshopper80 said:

eskbanker said:

smartshopper80 said:

How can I do if a website suddenly changed their return period?
It was 28 days, and they just shortened it to 14 days. I'm sure this change was made these few days, because I happened to return another order, which the original date of purchased was 2 days away from this one. Another order was accepetd by their return portal like 4 days ago, but the one I wish to return is not alllowed by the portal.
The customer service barely replies, and I'm nervous now. 
Thanks. 

What's the website?  You can often access prior versions of published pages at the likes of the Wayback Machine:

Wayback Machine (archive.org)

which may allow you to see what the policy was at the time of purchase.

However, it sounds like you're returning relatively frequently, so is it possible that they're placing restrictions on your account perhaps?

Theory.

Thanks for the Wayback Machine, but it didn't have the date I needed.

Nope. They changed the T&C section. I happen to have another order placed around May 19, and I tried to use the return portal, and it would generate the label successually. Therefore it's not related to account as such.

I literally called the storefront, and even they weren't aware of the T&C change, so it's very recent and most likely from June on. 

Does it have something post your purchase that still has the longer period? Civil law works on the basis of the "balance of probabilities" so if you can establish that before and after the purchase they had the longer period and its only after a later date that the policy changed it would seem more likely or not that its a more recent change as typically companies dont flip flop between two sets of terms

Theres is no dispatch note inside the parcel, as they never use one. And on their website doesn't state the date of the change of rerturn policy. That's the thing that bothers me. 

The customer service is bad. Never answers the calls or live-chat. They would replied the mails like days later, but never prompt. I placed 2 different orders, one on May 2, and another on May 4. The one on May 2 was returned on May 28, and the label was generated on May 26. Therefore I believe they changed the return policy sometime between May 26-31, rather than on May 3, 4.

I’m sorry to say - bad customer service isn’t illegal. 

It also sounds like they have retail units, and the retail unit is willing to accept your return? Assuming that’s the case, then I don’t see what the issue is? Companies can update their terms, and you are bound to the terms you did the deal under. 

Have they actually refused your return? 

OK. Let me explain it.

They do have retails units but the stores don't deal with online returns.

An sale assistant kindly told me, if the CS has issues with my return, she suggested the CS call the store, and she will explain to them that even the storefront hasn't heard of the changes in return policy. 

However, I then had a deeper look into the T&C, and it looks like the T&C only applies to the website. When means this SA lady might not be able to do anything about it.

The CS hasn't responded. It's just the return portal doesn't work as return period has been shortened.

RefluentBeans

You said you generated the return slip for the first purchase on 26th May. Presumably you attempted to generate a slip after 26th May? And contacted them after that? In which case - I don’t think customer service are ignoring you - if you emailed them, then it’s not uncommon for them to take a few days to respond. Hopefully when (or if, if you want to be pessimistic) they respond to your concern they’ll be able to tell you when they changed their policy. 

Unfortunately they may have changed it in between orders - companies can do that, and if they did then it’s sort of ‘bad luck’ but you can’t assume the same terms apply to future purchases. To me though, it’s more likely they changed the policy on a Monday at some point and then they accidentally changed the portal for all orders, not all orders going forward. Again, they should be able to clarify when the policy changed but you do have to give people time to respond to emails. 

What was the website? It can help to view the terms and see if there’s other unfair terms that can help you negotiate. 

smartshopper80

RefluentBeans said:

You said you generated the return slip for the first purchase on 26th May. Presumably you attempted to generate a slip after 26th May? And contacted them after that? In which case - I don’t think customer service are ignoring you - if you emailed them, then it’s not uncommon for them to take a few days to respond. Hopefully when (or if, if you want to be pessimistic) they respond to your concern they’ll be able to tell you when they changed their policy. 

Unfortunately they may have changed it in between orders - companies can do that, and if they did then it’s sort of ‘bad luck’ but you can’t assume the same terms apply to future purchases. To me though, it’s more likely they changed the policy on a Monday at some point and then they accidentally changed the portal for all orders, not all orders going forward. Again, they should be able to clarify when the policy changed but you do have to give people time to respond to emails. 

What was the website? It can help to view the terms and see if there’s other unfair terms that can help you negotiate. 

It's solved. They finally sent me the return label.