Revealed: Shoppers given WRONG sale return rights info DUMPING GROUND

RETAILER

WHAT THE WEBSITE SAID

OUR VERDICT

IS IT CHANGING ITS POLICY?

Accessorize

"Get them back to us within 30 days of receipt (14 days for outlet or sale pieces)"

Wrong – you've 14 days to cancel then a further 14 days to return, even sale items

No – its policy hasn't changed. It told us cancellation info is listed separately on its T&Cs page

Anthropologie

"This standard right of return or exchange is provided in addition to the cancellation right set out above and does not affect your statutory rights as a consumer... Sale items can be returned within 14 days from the dispatch date"

Misleading – should be clearer: you've 14 days to cancel and a further 14 to return under statutory rights, not just say they're not affected (cancellation rights were on another page, not "set out above")

Yes – it's now amended its policy

Boden

"If you return an item within three months of receipt (although this is reduced to 14 days on sale goods), we'll give you back the amount you paid for the item"

Wrong – you've 14 days after delivery to cancel then a further 14 days to return

Yes – it's now amended its policy

Burberry

"Free returns are available worldwide for all full-price items within 30 days of shipping and all sale items within 14 days of receipt... This does not affect your statutory rights"

Misleading – should be clearer that you've 14 days to cancel then 14 to return – this isn't fully explained in separate section further down the page

No – its policy hasn't changed. It says: "We do not expressly set out the period of time that a customer has to return goods to us if they exercise their cancellation rights. We leave this to the customer's discretion."

Damsel in a Dress

"Sale items should be returned within 14 days of receipt of the last item in your order"

Wrong – you've 14 days after delivery to cancel then 14 to return

Yes – it's now amended its policy

Hush

"We also require returned sale items to be sent back within 14 days of receipt"

Wrong – you've 14 days after delivery to cancel then 14 to return

Not yet – it didn't reply and its policy is unchanged

Joules

"If the item you purchased was a sale item then please return within 14 days... Full details of your right to cancel and return products can be found in our terms and conditions"

Misleading – should be clearer: you've 14 days to cancel then 14 to return, rather than burying it in the T&Cs

Yes – it's amended its policy

The Kooples

"During special sales (outlet sales and flash sales), the delay to return articles is reduced to 15 days."

Wrong – you've 14 days after delivery to cancel then 14 to return

Not yet – it didn't reply and its policy is unchanged

M&S

"You can return an item within 35 days of when you purchased or received it (14 days for sale items bought online)... Your statutory rights are not affected"

Misleading – should be clearer that you've 14 days to cancel and 14 to return under statutory rights, not just say they're unaffected. Its 'statutory rights' page also said 'click here for further details', but had no link

Not really – it's moved the mention of statutory rights up the page, but its policy still doesn't explain what they are. It has added the missing link on the statutory rights page. M&S says: "Customers can find full details including cancellation and returns rights on our website."

Monsoon

"We can confirm that for sale priced items that were purchased online, you have 14 days to return them"

Wrong – you've 14 days after delivery to cancel then 14 to return

No – its policy hasn't changed. It told us cancellation info is listed separately on its T&Cs page

Never Fully Dressed

"Sale items cannot be refunded but can be returned (within 14 days) for a credit note valid only for three months"

Wrong – you've 14 days to cancel then 14 to return – and should get a full refund

Yes – it's amended its policy

New Look

"The FASTEST way to get a refund or exchange for your item is to return it to a New Look store (UK) within 28 days of purchase (sale items within 14 days)... As a consumer you also have certain statutory rights"

Misleading – should be clearer that you've 14 days to cancel then 14 to return under your statutory rights, not just say they're not affected

Yes – it's amended its policy

Oasis

"You must then, within 28 days of receiving the goods (14 days for reduced or sale products), return the goods to us"

Wrong – you've 14 days after delivery to cancel then 14 to return

Yes – it's amended its policy

Phase Eight

"Our returns policy entitles you to a refund for item(s) bought online with a proof of purchase, within 28 days of receipt for full-price items and within 14 days for sale items"

Wrong – you've 14 days after delivery to cancel then 14 to return

Yes – it's amended its policy

William Powell

"Sale/reduced and Black Friday items...  must be returned within 14 days"

Wrong – you've 14 days to cancel then 14 to return

Yes – it's amended its policy