Leading UK Retailers ‘Breaking Law’ by Not Refunding Customers for Returned Goods, Which? Finds

The latest investigation into online retailers’ returns policies by consumer champion Which? has revealed that several big-name stores are failing to properly refund customers for returned goods. The findings suggest a brazen disregard for consumers’ rights.

At its core, the issue revolves around the Consumer Contracts Regulations 2013, which dictate that online shoppers have the right to cancel an order within 14 days and return goods without penalty. Retailers must refund customers within 14 days of receiving the returned item, unless it’s a product with a hygiene seal or something custom-made.

Which? found that some retailers are taking liberties with this legislation. Not only are they failing to refund delivery costs, but in some cases, customers are being left out of pocket by hundreds of pounds. For example, Matalan refused to refund the original delivery fee in 11 out of 12 mystery shopper cases. This means customers were charged £11 for unnecessary expenses.

Some retailers are also exploiting a loophole in their own policies. River Island and Sports Direct, for instance, didn’t just fail to refund delivery costs but also charged customers for returning unwanted goods. This behavior is reminiscent of the predatory practices that consumer protection laws aim to prevent.

The investigation’s findings raise questions about how effectively retailers are complying with consumer protection rules. It also highlights a disturbing trend in the industry: a lack of accountability and a willingness to prioritize profits over people’s rights. Which? editor Reena Sewraz notes, “Returning an online purchase shouldn’t be a battle to get your money back.” Her statement is starkly accurate.

Interestingly, John Lewis emerged as a champion in this investigation, with shoppers praising the retailer for its transparent and efficient returns process. Other retailers would do well to follow suit by treating customers fairly, respecting their rights, and not nickel-and-diming them at every turn.

The Which? report is just one more example of how consumers are being shortchanged by big business. We’ve seen it in various industries – from airlines to banks. It’s a pattern that must be broken. As consumers, we must demand better from our retailers. If not, we’ll continue to see this kind of abuse of power.

Which? plans to work with policymakers to tighten up consumer protection laws and ensure that retailers are held accountable for their actions. The efforts aim to yield tangible results – something the industry desperately needs. For now, the message is clear: be cautious when reviewing online returns policies, as they might cost you more than expected.