Shein offer 20% refund for damaged goods

0SP0

Hi,
I ordered a personalised necklace from Shein (£6) it came loosely packaged and was tangled beyond use.
I took pictures and requested a refund or replacement and they've said they'll offer 20% refund, I said this wasn't acceptable, but they've said that's all they can do.
It doesn't seem right, I mentioned my consumer rights but to no avail, am I entitled to a full refund? 
TIA

TheSpectator

They are a Chinese retailer so you will have difficulty in enforcing consumer rights. That said the other half buys from Shein a lot and returns a lot with no issues and prompt refunds. You could try just returning it as a 'normal' return - don't know if the level of 'personalisation' would exclude it? 

0SP0

Hi, thx for reply, I've had no issue with regular returns in the past but unfortunately the personalisation excludes returns , however as it's completely unusable I expected a replacement or refund. 
So consumer rights don't apply if the retailer is foreign?
SP

Emmia

0SP0 said:

Hi,
I ordered a personalised necklace from Shein (£6) it came loosely packaged and was tangled beyond use.
I took pictures and requested a refund or replacement and they've said they'll offer 20% refund, I said this wasn't acceptable, but they've said that's all they can do.
It doesn't seem right, I mentioned my consumer rights but to no avail, am I entitled to a full refund? 
TIA

 Have a think about how a £6 personalised necklace is made, and the working conditions involved in making a profitable product for that price. 

0SP0

Emmia said:

0SP0 said:

Hi,
I ordered a personalised necklace from Shein (£6) it came loosely packaged and was tangled beyond use.
I took pictures and requested a refund or replacement and they've said they'll offer 20% refund, I said this wasn't acceptable, but they've said that's all they can do.
It doesn't seem right, I mentioned my consumer rights but to no avail, am I entitled to a full refund? 
TIA

 Have a think about how a £6 personalised necklace is made, and the working conditions involved in making a profitable product for that price. 

Not the point for this thread.

elsien

0SP0 said:

Hi, thx for reply, I've had no issue with regular returns in the past but unfortunately the personalisation excludes returns , however as it's completely unusable I expected a replacement or refund. 
So consumer rights don't apply if the retailer is foreign?
SP

You would have to enforce your rights in the country of origin. Which is China. For six quid that’s not going to be happening.

born_again

0SP0 said:

Hi,
I ordered a personalised necklace from Shein (£6) it came loosely packaged and was tangled beyond use.
I took pictures and requested a refund or replacement and they've said they'll offer 20% refund, I said this wasn't acceptable, but they've said that's all they can do.
It doesn't seem right, I mentioned my consumer rights but to no avail, am I entitled to a full refund? 
TIA

Take the 20% & have a bit of fun untangling it 👍

So things are just not worth fighting. 🤷‍♀️

user1977

Shein's terms suggest the relevant jurisdiction is England & Wales - but they appear to be a "marketplace" so your contract is with whoever the seller is. Though (from a very quick look) some of the sellers are within the Shein group, and at least one of those is a substantial UK-registered company, so I would say in that case you can pursue your UK consumer rights in the usual way. If it's worth it for £6 minus the £1.20 offered...

pinkshoes

0SP0 said:

Hi, thx for reply, I've had no issue with regular returns in the past but unfortunately the personalisation excludes returns , however as it's completely unusable I expected a replacement or refund. 
So consumer rights don't apply if the retailer is foreign?
SP

With UK bought items then that would be the case, but would also be twice the price to purchase. 

If you buy cheap from China then it comes down to China's own consumer rights if there's a problem.

So in short, only buy from China if you're prepared to take the loss/risk. Some you win and some you lose.

I'd take the partial refund they're offering!