Online retailers pulled up over returns advice

Many major online retailers have been misinforming or failing to provide clear information to shoppers about returns rights, according to research by Which?

It looked at the websites of 46 popular retailers and supermarkets, with 45 not offering information that was completely accurate and clear. As a result of its investigation, 10 retailers have since updated their information to clarify the unwanted and faulty goods returns information highlighted to them. These include Aldi, AO.com, Apple, Ebuyer, Iceland, Lakeland, M&S, Ocado, Tesco Direct and Wiggle. 

“We found a number of major retailers gave the wrong information on their websites about returning faulty goods and unwanted online purchases,” it says. “Others failed to make a distinction between their own store returns policies and statutory rights under the Consumer Rights Act and Consumer Contracts Regulations. Some retailers presented misleading information that wrongly encouraged customers to pursue faulty goods claims with warranty providers first. Which? even found one case where we believe the returns policy was unlawful."

A further two – Lego Shop and The Body Shop – made changes to their terms and are reviewing the returns information raised. In addition to the changes it’s already made, Apple intends to update the incorrect information highlighted on its returns timelines in the next few weeks. Another seven retailers will be reviewing their returns advice in the coming months.  

Alex Neill, Which? Managing Director of Home Products and Services, says: “As a nation that is increasingly shopping online, it is important that trusted retailers do not mislead consumers about their rights. We will continue to challenge those that carry on confusing their customers.”