"Double standard"! Many domestic stores of luxury brands can only exchange and not refund, the lawyer reminds →
"Canada Goose" implements a return and exchange policy of "different inside and outside", which continues to arouse concern.
Recently, some netizens combed through the terms of return and exchange of multiple foreign luxury brands and found that "there is a difference between inside and outside" also exists.
The vast majority of brands are clear: Products purchased in stores in mainland China are "only exchangeable and not refundable"; if they are purchased through official online channels, they can be "returned without reason within seven days" from the date of receipt.
Compared with foreign online shopping policies, this period also seems a bit cramped.
The return period of some brands' online sales in foreign countries can be up to 60 days after receipt.
How do you think about the brand's "replacement, no refund" policy?
"There is a difference between inside and outside"? Many luxury brands claim
Products in domestic stores can only be exchanged and not returned
The "Canada Goose" incident triggered a big discussion about the "internal and external differences" in the return and exchange policies of foreign brands.
Some consumers have summarized the return and exchange policies of many luxury brands such as Dior, Chanel and Burberry in mainland China.
After sorting out, it is found that the products sold by these brands through offline stores are not returnable, but if purchased through online stores, they can be returned "without reason within seven days" from the date of receipt.
Dior customer service staff said: “The bags purchased on the official website can be returned within seven days after receipt, or exchanged within 30 days; counters are non-refundable, but you can bring the original certificate within 30 days of purchase for equivalent or higher prices. Replacement."
The same is true for brands such as Hermes and Bulgari.
Chanel has no online sales channels in the mainland, so there is no "return" option.
In the reporter's consultation, Burberry has the longest online return time, which can be up to 30 days.
"Regular-priced items purchased online are 30 days from the date of shipment; discounted items are 14 days from the date of arrival."
The reporter checked the return time of the above brands abroad and found that despite the "online return" option, the time limit given to Chinese consumers is very short-in the UK, Dior can return and exchange within 60 days, and Chanel is 30 Days; on the official websites of the United States and the Netherlands, Louis Vuitton's non-special products can be returned and exchanged within 30 days.
International brand products have quality problems
Difficulties in protecting consumer rights
In addition to the “different internal and external policies” of the return and exchange policy, if these international brands have quality problems, consumers will also have difficulties in safeguarding their rights.
Some brands said that if the purchased goods have quality problems, they need to be sent back to the foreign headquarters for identification, and it is determined that the goods are not caused by humans before they can be returned.
A consumer posted on the Internet the process of defending his rights to buy sneakers in Gucci online stores: during the unpacking inspection process, the shoes were found to have serious creases, but the application for return was rejected, because the warehouse responded that the products were intact when they were shipped out. .
Another consumer told reporters that her Dior backpack had two shoulder strap buckles broken, and the counter responded that it could only be repaired. In the end, she waited half a year before getting the repaired bag back.
Lawyer: These products should comply with the law
Regulated by the Consumer Protection Law
The return and exchange policy is "different between inside and outside", and the return of goods with quality problems is also difficult. For these foreign brands, is there any legal basis to restrict them?
Sun Min, director of Beijing Abeida Law Firm, said: “Our country’s consumer rights protection law not only targets luxury goods or ordinary goods, but also does not target a certain merchant. It is treated equally, that is, these goods should be It complies with the laws and regulations of our country and is regulated by the Consumer Protection Law."
According to the provisions of Article 24 of the Consumer Rights Protection Law: “In the absence of national regulations and agreement by the parties, consumers can return the goods within seven days from the date of receipt; after seven days, the consumers can promptly terminate the contract if they meet the statutory conditions for termination of the contract. If the returned goods do not meet the statutory conditions for termination of the contract, the operator may be required to perform replacement, repair and other obligations."
Chen Yinjiang, deputy secretary general of the Consumer Protection Law Research Association of the Chinese Law Society, believes that "returning goods without reason within seven days" is the minimum standard stipulated by Chinese law. There are similar legal regulations abroad, but such brands are "different from inside and outside." , The return and exchange period abroad is obviously longer than that in mainland China, indicating that the company is not friendly enough to Chinese consumers.
Chen Yinjiang also said that if there are product quality problems, offline physical stores must also bear the corresponding return or exchange responsibilities in accordance with the Consumer Rights Protection Law, and should not set thresholds for consumers.
Chen Yinjiang said: "Operators have the responsibility and obligation to undertake repairs, replacements, and refunds for consumers. If the quality of luxury goods is determined, consumers can complain to the Consumers Association or the supervisory department, and the consumer The Association entrusts a qualified testing agency, and the Consumers Association notifies the operators and consumers to be present. If the operators are still not present, the results of this appraisal are also legally valid."
Can a foreign brand after-sales policy controversy triggered by a down jacket finally prompt the brand to seriously respond to the demands of the competent authority and consumers?
Can Chinese consumers receive "equal treatment"?
The Voice of China will continue to pay attention.