Chinanews.com client, Beijing, December 2 (Gong Hongyu, Zuo Yuqing) "No return is allowed for products sold in stores in mainland China", Canadian goose has once again become a hot search based on the "Overlord Clause"!
Poor quality but can’t return?
According to media reports, a citizen Ms. Jia reported recently that she bought a down jacket with a wrong logo embroidered on the "Canada Goose" store in the Shanghai International Financial Center, but the Canada Goose "replacement clause" stipulated: "All Mainland China No refunds are allowed for goods sold in regional specialty stores."
The staff of Canada Goose’s Beijing Sanlitun store and Chongqing IFS pop-up store said in an interview with the media that “all products sold in specialty stores in mainland China are not allowed to be returned. This is a general term in China.”
Only dozens of hours later, the Canadian Goose "slapped its face" and issued a statement denying the statement that the store staff "cannot return the goods offline".
In response, Canada Goose stated that the first article in the "Replacement Terms" of specialty stores in mainland China means that all products sold in specialty stores in mainland China can be returned and refunded if relevant laws and regulations are complied with.
Article 7 further clarifies that the replacement clause "does not affect the rights enjoyed by customers in accordance with relevant laws."
Canada Goose responded to the return policy on December 1.
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Earn money from the Chinese to play "Double Standard"?
The Canadian goose's "respect" statement failed to quell the anger of netizens.
Many consumers find that, in stark contrast to the difficulty of returning products in mainland China, Canada Goose Overseas official website shows that countries such as Canada, the United States, and the United Kingdom allow consumers to return products online and offline for 30 days.
Regarding the aforementioned consumer complaints, on the morning of December 1, the Shanghai Consumer Protection Committee interviewed Canada Goose (Xiji (Shanghai) Trading Co., Ltd.), Canada Goose Company dispatched external lawyers, senior customer experience managers, and the store manager of Guojinmen. Participated in this meeting.
The scene of the interview.
Image source: WeChat public account of Shanghai Consumer Protection Committee
According to a report from the Shanghai Consumer Protection Commission, Canadian goose participants did not understand the specific meaning of the "replacement clause" of the specialty store, and the company's return and exchange procedures described were quite different from the actual situation reported by consumers.
The Shanghai Consumer Protection Commission required Canada Goose to submit the formal statement of the "Replacement Terms" before noon on December 2. During the interview, the Shanghai Consumer Protection Commission asked whether the return and exchange terms of Canadian goose specialty stores outside mainland China are in line with China. The mainland is the same, the Canadian goose participants said they don’t know.
Participants of Canada Goose also confirmed the relevant clauses on the 30-day unreasonable return on Canada Goose's official website, and stated that this clause does not apply to mainland China, which applies the 7-day unreasonable return clause
.
Combing shows that this is not the first time that Canadian goose has caused dissatisfaction among Chinese consumers.
In the second half of this year, Canada Goose was complained and punished for masks with a high price of 1,000 yuan, false advertisements, and refusal to repair the hair loss problem for consumers.
Ten thousand yuan down jackets are frequently complained of misunderstandings.
Canada goose down jacket store.
Image source: CanadaGoose's official WeChat account
Lawyer: Consumers have the right to return the goods if the quality requirements are not met
Why is it difficult to return Canadian geese and play "double label"?
Is this infringing on the rights of Chinese consumers?
Jiang Bao, a senior partner and senior lawyer of Beijing Lianggao Law Firm, said that according to the Consumer Rights Protection Law, if the goods or services provided by operators do not meet the quality requirements, consumers can return the goods in accordance with state regulations and the parties’ agreement. Or require the operator to perform replacement, repair and other obligations.
"At present, consumers who shop online can return the goods without reason within seven days from the date of receipt of the goods. In physical store shopping, the premise of returning goods within seven days is that the goods or services provided by the operator do not meet the quality requirements. There is no clear legal regulation on whether goods purchased in physical stores can be returned without quality problems. However, if the goods are confirmed to have quality problems, physical merchants should allow consumers to return the goods, and they are not subject to the relevant exemption clauses proposed by the merchants." Jiang Bao said.
Canada Goose stated in a statement on the 1st that each product sold in the specialty store is quality tested by professionally trained sales staff before delivery.
If the product has quality problems after delivery, and conforms to the Canada Goose warranty policy, you can enjoy life-long material and workmanship warranty services.
"Big Goose, did you really do it?" Some consumers asked on social platforms.
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