Zara returns process preventing refund

FrustratedByZara

I'm hoping to get some advice in relation to an apparent breakdown in Zara's returns process.

They have accepted my returns request (3 times) with an email that says "Your request has been accepted. You will receive the return label by email in the next few hours". It is now 6 days (and approx 4 hours spent on chat with them) since the first confirmation email and no follow up email with postage labels has arrived. As a result they are effectivley preventing me from returning the item and thereby preventing me from getting my money back.

I have a compaints reference but am still waiting for a useful update. They emailed me to say ther was an update available if I contact them, which I did through chat, but they just asked for the same information again. That was 2 days ago and I'm no further forward.

I would like to use some formal / legal wording on my next communication with them but am unclear which part of consumer legislation (if any) I should be quoting.

Can anyone confirm whether the fact that they've accepted my return request in writing is enough to mean I have legally / correctly exercised my stautory right to cancel the order?

Also if their failure to provide the postage label as stated means that I am unable to rteurn the good within 14 days of cancelling the contract, can they use this to reject my refund?

I realise the simple answer is return the item in a shop, but I'm an hour away from the closest one and ordered online based on being able to return anything remotely.

Any help / advice would be much appreciated

Alderbank

FrustratedByZara said:

I'm hoping to get some advice in relation to an apparent breakdown in Zara's returns process.

They have accepted my returns request (3 times) with an email that says "Your request has been accepted. You will receive the return label by email in the next few hours". It is now 6 days (and approx 4 hours spent on chat with them) since the first confirmation email and no follow up email with postage labels has arrived. As a result they are effectivley preventing me from returning the item and thereby preventing me from getting my money back.

I have a compaints reference but am still waiting for a useful update. They emailed me to say ther was an update available if I contact them, which I did through chat, but they just asked for the same information again. That was 2 days ago and I'm no further forward.

I would like to use some formal / legal wording on my next communication with them but am unclear which part of consumer legislation (if any) I should be quoting.

Can anyone confirm whether the fact that they've accepted my return request in writing is enough to mean I have legally / correctly exercised my stautory right to cancel the order?

Also if their failure to provide the postage label as stated means that I am unable to rteurn the good within 14 days of cancelling the contract, can they use this to reject my refund?

I realise the simple answer is return the item in a shop, but I'm an hour away from the closest one and ordered online based on being able to return anything remotely.

Any help / advice would be much appreciated

Are you actually returning the item under your statutory right to cancel the order or are you returning it under Zara's returns process?

They are quite separate.

To exercise your statutory right to cancel you must write to the seller (email is fine) making a clear statement that you are cancelling the contract. That's it. They don't have to send you any postage labels. All they have to do is send you your refund within 14 days of them receiving the goods back.

bengal-stripe

Have you checked your spam-folder?

That return label might have come from a different address than your previous communication with Zara, so it got classified as spam.

FrustratedByZara

Thanks for your replies.
I have checked spam folder daily and there's nothing from them. They also tell me that the label should appear in my account, but again, the acceptance of the return request shows, but no way of sending back.

FrustratedByZara

I am trying to return under Zara's returns process but thought from other threads that there might be a risk that they end up saying I've missed out on the 14 day statutory deadline.

Ergates

FrustratedByZara said:

I am trying to return under Zara's returns process but thought from other threads that there might be a risk that they end up saying I've missed out on the 14 day statutory deadline.

Their own returns process could have whatever rules they want to apply - bearing in mind that their processes *cannot* deprive you of your legal rights under consumer rights legislation.  (i.e. they can only sit over and above them).   But for your consumer rights, the clock stops when you inform them of the cancellation.

Alderbank

Ergates said:

FrustratedByZara said:

I am trying to return under Zara's returns process but thought from other threads that there might be a risk that they end up saying I've missed out on the 14 day statutory deadline.

Their own returns process could have whatever rules they want to apply - bearing in mind that their processes *cannot* deprive you of your legal rights under consumer rights legislation.  (i.e. they can only sit over and above them).   But for your consumer rights, the clock stops when you inform them of the cancellation.

Your statutory right to cancel under consumer rights legislation is covered in section 17.6 and 17.7 of Zara's T&Cs.
https://static.zara.net/static/pdfs/UK/terms-and-conditions/terms-and-conditions-en_UK-20240723.pdf

As @Ergates says, the clock stops when you inform them:

17.6 Right of Withdrawal 
 You have the right to withdraw from your order within 14 days, without giving any reason, although please

note you have no right to withdraw items that are classed as 'Excluded Items' as mentioned above. The

withdrawal period is counted from the day of the delivery of the last item(s) in your order. The easiest

way to exercise your right of withdrawal is to contact us via WhatsApp or by taking part in a live webchat

available via our website, and returning the goods to us using either of the returns methods described

above.

However, to meet the withdrawal deadline, it is sufficient for you to let us know about your decision to

withdraw from your order before the withdrawal period has expired.

You may also use the model cancellation form as set out in the Appendix to these terms, although it is not

obligatory. 

FrustratedByZara

@Alderbank, Thanks for the Zara T&Cs I have followerd the below section of their T&Cs (page 8) The first bold section is what I've done, the 2nd bold section is the bit that they haven't done and which is preventing me from returning the item.

"b) Returns to a UK Drop-Off Point
A “Drop-Off Point” is a parcel collection point, shop, or kiosk, used by the postal service or courier service which offers this service in your area. To request this returns option, you should access the "My Account > Purchases > Returns" section of the website or App, and follow the steps provided. You will then be able to use your location or address to find your closest Drop-Off Point, and which postal or courier service uses each location, and from this, you must select one. We will email you a QR code for you to be able to attach to the parcel and drop your parcel off at the Drop-Off Point." 

It is now 7 days from them emailing to confirm they have accepted the return request. This confirmation email states " You will receive the returns label by email in the next few hours". I am assuming the returns label referenced in the email relates to the QR code mentioned in the T&Cs and this is the bit that still hasn't happened.

My account also shows that the return has been accepted (3 times) but again there is no label to print or QR code

I have had various follow up 'converstaions' via chat and have a case no. raised. I also DM'd them via their facebook page (as they advised me to do) but again, 24 hours later, I've had no reply.

Can you advise what I can do next to get my item returned and more importantly to get my money back

FrustratedByZara

The plot thickens... Within Zara's T&Cs they provide details of a company (RetailADR) they use for issue resolution. I sent an email to this company because my 'chat' this afternoon, in which I asked for an update on the case number, ended with the agent telling me "we are unable to help you with this concern, as per  the higher departments guidelines" I asked who was going to update me and before I got an answer the chat was closed.

My email to Retail ADR sent back an automated response directing me to their website. I attempted to complete the form but when searching for Zara received a message "The retailer you have searched for is not a member of our scheme."

Alderbank

We're now in the last couple of weeks before Christmas.

At this time of year many retailers are busier than usual. You might have to cut them a little slack. Anyway in practical terms, legally or otherwise, there's no way you can force them to drop other demands on their time to focus on your return.

Zara's T&Cs for cancelling the contract (what they call your Right of Withdrawal) say:

Please use either of the returns methods described above. If you do not use either of these returns methods, you will need to bear the cost of returning the items to us. We may withhold the refund until we have received the items back, or you have supplied evidence of having sent back the items, whichever is the earlier. 

So you don't have to sit around waiting for them to send you that QR code, you can send your item from your local Post Office and email the proof of posting to Zara. You could do that this afternoon.

born_again

If you are not getting the email. Have you checked that the correct email has been used?