In the current downturn in the home industry, many stores have sold service cards, some unconditional returns, and some extended return time. The promise of the business has dispelled people's worries and made people feel more at ease when shopping. But is unconditional return really unconditional? During the visit, the reporter found that the definition of unconditional return is rather vague, not as completely unconditional as some consumers think, and may need to pay the relevant freight when returning goods. The fixed products and special promotional items are not within the scope of return.
Unconditional return ≠free return
Many home furnishing stores in Beijing have launched unconditional return signs to improve service quality and attract consumers to come shopping. Is this true? On June 9th, the reporter came to Beijing Wanjia Lights Home Store. In a shop selling crystal lamps, the reporter asked if he supported unconditional return. Salesman Xiao Liu enthusiastically said: "No problem, you can return the goods." The reporter asked: "Can you withdraw the full amount?" Xiao Liu hesitated and said: "Basic can be." Facing the reporter "Which circumstances do not retreat The full-length questioning, Xiao Liu said: "If you want to withdraw the full amount, you can only charge the product before the product has been delivered, and if the product has been delivered to the customer's home and is unpacked, the merchant will charge a certain shipping and packaging fee. Then, he added: "You better think clearly, don't buy it and return it, save us trouble."
The reporter found the staff responsible for the after-sales service of Wanjia Light, and asked "why unconditional return can not be refunded." The staff said that there are certain risks in the transportation of large pieces of furniture and other products. If the customer returns, the risk should be borne by the customer. As for the freight rate standard, he said that the freight within the five rings is generally 200 yuan. “But the product attributes and actual location are also considered. The specific amount is determined by the customer and the merchant. The store will coordinate from it. In addition, if the customer returns the goods by themselves, they can not charge the freight.â€
In this regard, Yingke Law Firm partner Jiang Suhua said that since the mall made a promise of unconditional return, then in the implementation process, the small amount of transportation costs should be borne by the merchant. If the amount is large, it is reasonable to require the consumer to pay a certain amount of freight, but the price must be fair, and the consumer must declare and clarify the charging standard in advance when purchasing.
Jiang Suhua believes that consumers must remove the packaging after purchasing the furniture, which cannot be used as a reason for not returning the goods. Otherwise, the merchants have the suspicion of exaggerating publicity. He said that when consumers and businesses reach a purchase intention, it is best to agree on the details of the return, refund, including the specific costs. If the consumer returns the package and does not like it and returns it, it is the responsibility to pay for the partial packaging.
Customized product returns are difficult
During the visit, the reporter found that the promise of unconditional return of the store does not include customized products. Most stores say that if consumers insist on retiring a customized product, the costs incurred should be the responsibility of the consumer.
At the Red Star Macalline Beijing East Fourth Ring Store, a shop that makes custom cloakrooms, a couple is choosing products. They told reporters: "The price is too expensive for large-scale home shopping, but the picture is assured, quality is guaranteed, and service is better." The reporter asked: "If the goods are delivered to the home, do not like how to do? Customized products can Can't return?" The little couple said with a blank face: "I didn't think about this problem, the sales staff didn't say it." The answer they got when they turned around and asked the salesperson was: "We are a custom-made product and do not participate in unconditional returns."
Zhang Jing, general manager of Wanjia Lighting, told reporters that the customized products are quite unique, and the size and style are different. If the return is difficult, it will be difficult to sell again, so you can't retreat because you don't like it. However, as a coordinator between consumers and businesses, the mall will try to consider it from the perspective of consumers. If the manufacturer has started to make customized products, and the consumer insists on returning, the cost, transportation and other expenses incurred must be borne by the consumers. "As for how much we have to bear, we can help customers check the progress of the project and coordinate, but the final amount should be determined by the customer and the manufacturer. Of course, if the return is required due to quality problems, the merchant will be responsible." Zhang Jing said .
Jiang Suhua believes that furniture is not a uniform product. Nowadays, most household products on the market, such as doors and cabinets, need to be customized according to the living environment. Merchants cannot artificially hinder consumers from returning because of certain gaps with standard sizes. Otherwise, the promise of unconditional return is meaningless.
Jiang Suhua believes that some products, such as curtains, are required to be returned after cutting. It is indeed unfair to the merchants. When the seller sells, it is best to explain the return standards and return conditions of such products in order to clarify the responsibility. In addition, used building materials, such as tiles, flooring and other items, are not likely to be returned. In this case, if there is a quality problem with the building materials, the consumer can claim compensation.
Specials are not refundable and not replaced by convention
Unconditional returns for home stores do not cover promotional items, specials, or samples, and merchants often have a hint at sales. In the Red Star Macalline Beijing East Fourth Ring store, a shop is clearing the sale of wardrobe samples, the store manager told reporters that the promotional products themselves have very little profit, if it is too troublesome to return or exchange. "The price of the clearance sample is much lower than the original price. It will be explained in advance with the customer when it is sold. It is an industry practice."
However, this is not a "iron-clad regulation". Zhang Jing told reporters: "Although the store regulations do not allow for the return of special-priced merchandise, it is not without room for negotiation. Most of the implementation can be withdrawn, which is troublesome."
Jiang Suhua told reporters that the provisions for promotion of goods, specials, etc. are not subject to change, but the products with price discounts can sometimes be returned. Jiang Suhua said that the quality of the special offer should be clearly told to the consumer when selling, if you do not tell the consumer, if you find the problem after buying, then you can return it.
Industry experts remind consumers to carefully consider and choose carefully when shopping, do not impulse shopping because you see special prices. At the same time, it is best to think of the details of the return when shopping, and clearly responsibilities with the merchant in advance, ready to go.
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