Returns policy changed - PLT and losing money

[gem90xo]

I have just gone to return an order from Pretty Little Thing worth over £250 and the returns portal wouldn’t let me. When I spoke to someone in customer service they advised that the returns policy changed from 28 days to 14 days in February. It was been 28 days for years and this seems extremely unfair given that they didn’t notify customers about this via email (I goggled to double check, in case I may have missed the email).

I’ve asked for them to make an exception but they are not budging. Do I have a leg to stand on? Apparently this is legal (when asking chat GPT) but could be unfair / misleading under the Consumer Protection from Unfair Trading Regulations 2008.

has anyone been in a situation like this before? Do you think I will have any luck claiming back via my bank / credit card if PLT don’t help? I’ve never done this before.

most of the items are the same and just multiple sizes as they’re sizing is so off!

I have also just found out a week ago that I’m pregnant so this is even more frustrating as I can’t afford to lose over £250.

I would be grateful for any advice.

Thank you

All completely above board OP.

Do you think I will have any luck claiming back via my bank / credit card if PLT don’t help?

nope.

On every single item they sell, the returns info is….

Are the goods faulty or not as described?

2 weeks is enough time to try stuff on and decide it doesn’t fit. This one is on you unfortunately.

I had an email advising of the new returns information. A while back can’t remember the exact date. This is on you, well on vinted and try and recoup some of the cash

@Thirdcoff that might be, but you’re not likely to look at that if you shop with that site on a regular basis.

You’ve got no leg to stand on though OP. I’d probably be miffed in this situation too. If they really didn’t communicate a new returns policy then it would have been good to at least highlight that at some point during your order. I’d imagine Vinted is flooded with BNWT clothing people aren’t able to return.

Exactly this I wouldn’t check the returns policy when it’s always been 28 days for years…

very annoying but thanks all!

I was on holiday and as the returns has always been 1 month I assumed it would be ok to return once home

Unfortunately the legal minimum is 14 days, many retailers are dropping their window to this as so many people order multiples of sizes to try.

Legally (in the UK) it's 14 days to advise you want to make a return and then another 14 days to return the items. I'm guessing you didn't advise them within 14 days that you wanted to return anything?

well for another order with them I did actually create the return via the portal 3 days after I received it - but dropped it off to the post office yesterday. I’m hoping that I may still receive the refund for this one as I created the return within the window. However this separate order, I only went to create the return yesterday after returning from holiday and it has timed our and wouldn’t allow me to

If I was spending £250, personally I’d check the returns policy despite what had been the case historically but each to their own.

In any event, no grounds for recompense

There has been many changes of policy over returns, since customers order large amounts and return them. Some companies have stopped some customers, with a track record of doing this, from ordering at all.

£250 worth of clothing is a lot to order and send back and the order must have been larger than this accounting for the ones you kept.

Was the £250 the total order or just the value of what you want to return?

OP that’s so annoying and I’m waiting on a HUSH return they have had it for over -4 days and still no sign of my money being refunded.

the beta you can do is sell on Vinted you may recover £100+ but it’s better than nothing.

I think it's worth pursuing, as a change in returns policy after being the same for years with no clear advertising is sneaky. I would think it should have been clearly advertised and it hasn't to catch people out.
It was obviously unfortunate you were on holiday and presumably wouldn't have ordered the items had you known about the change in returns policy until you were home.......
Even seeing if they would issue a credit note I presume would be something.......
I'm disabled/housebound so rely on ordering things to try on at home - I would always do my best to return asap but sometimes it is a struggle.
Sometimes a public name and shame on somewhere like trust pilot is worth doing......

£250 is the full order. I didn’t want to keep any of the items as non of them fit

The full order - unfortunately non of it fit properly.

Thank you I agree. I understand there is a policy but also find it sneaky to not let people know

Because you have just found out you’re pregnant!

It’s not sneaky
they do let people know
they just don’t spoon feed it

OP it's people like you who buy hundreds of pounds worth of clothes in multiple sizes and return which is why these companies are changing their policies

Legal thing is 14 days to advise then further 14 to return so companies can revert to that at any time even if they have been more generous in the past.

Yep and often end up in landfill!