Saint & Sofia trying to tell me they won't accept returns on sale items!

Tittie · 2023-09-22T05:47:22+00:00

I wish I'd seen the various negative threads before making a purchase. Wasn't happy with what I received so I told them I want a returns label as I couldn't get it to work on the website. Their response? 'Items ordered on sale are "final sale" and cannot be returned' With a jolly 'hope that helps' sign off. Wtaf! Distance selling regs apparently don't apply to Saint & Sofia?!

FredaFox · 22/09/2023 06:53

I thought many places don't do refunds on sale items just off as credit notes

MotherOfGodWeeFella · 22/09/2023 06:55

Quote the regulations to them, bite the bullet and pay for postage (tracked) back to them and DM them on Twitter. They don't have to pay for returns postage. Contact CAB for advice

MotherOfGodWeeFella · 22/09/2023 06:56

FredaFox · 22/09/2023 06:53

I thought many places don't do refunds on sale items just off as credit notes

They can't just do that for online sales

Original poster

Tittie · 22/09/2023 08:20

I'm not going to accept it obviously but it's terrible customer service isn't it!

OP posts:

WideLegPant · 30/09/2023 08:10

Did you get anywhere op? I'm able to return my sale item but have to pay £5 postage...

MissingMoominMamma · 30/09/2023 08:13

I won’t order from them. They are making money on returns; it doesn’t cost a fiver to send a t-shirt!

Original poster

Tittie · 30/09/2023 11:33

The told me they would allow it as a 'one time courtesy' so I've sent them back, but that wording is really winding me up 😂 even if it was legal to say that they don't accept returns on online sale items (and they must accept them), nowhere on their website, or the product listing, or anywhere else does it say that final sale products can't be returned!

I didn't use a returns label, I posted it myself so it cost whatever the Royal Mail charged me (can't remember now)

OP posts:

jolies1 · 30/09/2023 11:48

It’s not legal even for final sale items!!!

Distance selling legislation means they have to refund items purchased “unseen” unless they are bespoke / made to measure as long as this is within a 14 day “cooling off period.” Some companies extend to 28 days obviously. It doesn’t matter if it is final sale or clearance or whatever.

Online, mail and phone order salesOnline, mail and telephone order customers have the right to cancel their order for a limited time even if the goods are not faulty. Sales of this kind are known as ‘distance selling’.
You must offer a refund to customers if they’ve told you within 14 days of receiving their goods that they want to cancel. They have another 14 days to return the goods once they’ve told you.
You must refund the customer within 14 days of receiving the goods back. They do not have to provide a reason.

Contact their customer service and quote the above if you’re within the guidelines. If they are difficult it’s not ideal but post to them on Twitter - amazing how quick you get a response that way!

(I’m in the industry).

Online and distance selling

Rules for online and distance selling for businesses

https://www.gov.uk/online-and-distance-selling-for-businesses

XiCi · 30/09/2023 11:49

Absolutely awful company. I had the same problem a couple of years ago. Eventually got my money back. Would never risk ordering from them again

jolies1 · 30/09/2023 11:51

FredaFox · 22/09/2023 06:53

I thought many places don't do refunds on sale items just off as credit notes

For items bought in a bricks and mortar store or bespoke items then yes this is correct as you’ve had the opportunity to try on, check fabric and fit etc. For online purchases they have to give you the opportunity to return if the item is not right. (However they don’t have to pay for free returns etc its your responsibility to return the goods within timeframe.)

smallshinybutton · 30/09/2023 11:55

The era of free returns is over so I get having to pay for it yourself. But the rest of it is bad

december2020 · 30/09/2023 12:20

Posted this on another thread but copying it here too..

Not with Saint and Sofia, but another retailer tried the same on me (they said the didn't have the size request I wanted - also was a sale item). Then tried to offer me a gesture of goodwill by giving me store credit - so I told them by law they are required to return my money.
They then tried to pretend they hadn't received my return (which was BS as had not received it they wouldn't have known what item I wanted to exchange for a different size AND they had called me saying they received the item) - when I pointed this out to them they started ignoring me.

So I told them I am raising a debit dispute with my bank, which I did, and the bank returned my money.

Definitely worth the effort - I found the debit dispute with the bank really easy - just sent them all my emails threads with the company as proof (as well as tracking details of the return etc.).

Original poster

Tittie · 30/09/2023 16:13

jolies1 · 30/09/2023 11:48

It’s not legal even for final sale items!!!

Distance selling legislation means they have to refund items purchased “unseen” unless they are bespoke / made to measure as long as this is within a 14 day “cooling off period.” Some companies extend to 28 days obviously. It doesn’t matter if it is final sale or clearance or whatever.

Online, mail and phone order salesOnline, mail and telephone order customers have the right to cancel their order for a limited time even if the goods are not faulty. Sales of this kind are known as ‘distance selling’.
You must offer a refund to customers if they’ve told you within 14 days of receiving their goods that they want to cancel. They have another 14 days to return the goods once they’ve told you.
You must refund the customer within 14 days of receiving the goods back. They do not have to provide a reason.

Contact their customer service and quote the above if you’re within the guidelines. If they are difficult it’s not ideal but post to them on Twitter - amazing how quick you get a response that way!

(I’m in the industry).

Edited

Yes this is what's especially pissing me off. It's not a mistake or one customer service person being ignorant - their published returns policy is fine, they know they must accept returns but they're knowingly telling customers they can't.

When I raised my complaint I included the
gov.uk page about online selling but that's the point at which they said 'as a one time courtesy' they'd let me return my (shit quality) items.

It's not a one time courtesy, it's their legal obligation!

OP posts:

jolies1 · 30/09/2023 16:58

Absolutely agree it’s their obligation and very cheeky of them to make out they’ve allowed it as a goodwill gesture! I would be a bit wary of any brand trying to avoid refunding - often the first sign there are financial issues

floofbag · 30/09/2023 17:05

I will add DLSB to being terrible too. It took them 5 weeks to refund me and only because I chased it .

Saint and Sofia i always avoid as the prices and quality don't align and returns are awful .

Dunoongirl785 · 24/06/2024 15:51

First time I've ordered from Saint and Sofia.. Biker jacket full price. Most difficult system of returning have ever met!! Did everything possible to get me to accept a credit note and have to use Royal Mail as we have no dpd pickup here in small Scottish town. Like their clothes but can't be bothered with this hassle.

Comefromaway · 24/06/2024 16:25

I'm so glad I spotted this as I really like the look of their clothes but sill steer well clear.