Revealed: shoppers given WRONG sale return rights info by online stores

  • MSE investigation found 10 sites had incorrect info while five were misleading
  • Martin Lewis: no excuse for retailers to play fast and loose with consumer rights

An investigation of 100 retailers’ websites revealed that some household names such as Accessorize and Oasis have given online shoppers wrong information about their return rights for sale items, while others such as M&S and New Look have been misleading.

The UK’s biggest consumer website MoneySavingExpert.com (MSE) found information displayed by 10 online stores to be wrong, including Accessorize, Boden, Monsoon and Oasis. For example, Accessorize said: "Get them back to us within 30 days of receipt (14 days for outlet or sale pieces)". This isn't right – you have 14 days to cancel and a further 14 days to get 'them', ie the goods, back, whether they're on sale or not.

Five more hid your real rights, explaining their own policies but not your legal rights fully. For example, M&S’ 'returns and refunds' page set out its 'goodwill returns policy' in full – it said it gives you 14 days to return sale items bought online – but only added briefly that "this does not affect your statutory rights", leaving shoppers to click through if they wanted a further explanation. Other sites MSE considered to be giving misleading information included Burberry and New Look.

After MSE reported the issues it found to the retailers, nine of the 15(1) have agreed to review their sites and some have already made changes. MSE is reporting the six retailers that have refused to make changes or haven't responded to us to Trading Standards.

Martin Lewis, founder of MoneySavingExpert.com, said: "There is no excuse for some of the nation’s flagship retailers to play fast and loose with their customers' statutory consumer rights.

"These rules aren’t new. This is the fifth Christmas since they came into effect. We’ve even flagged up before similar crap information on stores' websites. Yet things aren’t improving at anything close to the pace needed. This indicates at best a flagrant lack of care for their customers, or at worst, a deliberate attempt to defeat the law to protect their own pockets.

“If this continues, enforcement action should be taken by Trading Standards. We will be forwarding our research findings to them. Yet meanwhile, everyone should tool up on their consumer rights knowledge.

"While legally you can only return goods bought in-store if they’re faulty (though many retailers' policies are more generous), buy something online, and by law, provided it is not perishable or personalised you have 14 days in which to tell them you’re sending it back, and 14 days after you tell them to send it back. That’s a maximum 28 days. If their websites give worse terms, or try to claim different, politely inform them they’re talking balderdash and baloney.”  

For full information on your web return rights see MSE’s Consumer Rights guide.

-ends-

Notes to editors

(1)    MSE researchers scoured 100 retailers’ websites to see if their returns policies informed shoppers of their legal rights on sale items, and found 15 that fell short.

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