I queued in the early hours outside H&M to buy some of its new range by designer Kenzo. I spent just over £500 on items for my three daughters, intended as Christmas gifts.
I was disappointed that the receipt showed that for Kenzo items there is only a three-day window for returns or exchanges. Yet the same receipt says H&M has extended its refund policy until the end of January, allowing others who don’t like a Christmas gift to return them. Doesn’t this effectively dilute shoppers’ rights? PK, Hemel Hempstead, Herts
With the season of goodwill and joy – and shopping – looming, it’s worth reiterating to readers that retailers are under no obligation to accept returns unless they are faulty, but luckily most will provide a goodwill returns policy over Christmas.
That said, designer collaborations are always more strict than regular returns because of the huge demand, so it is unfortunate (or deliberate?) timing that these annual jamborees tend to be on the eve of the festive season. And, as you say, three days for purchases from stores is a tight window indeed.
H&M says this policy is clearly displayed at till points as well as on receipts. “Due to the increased demand of our designer collaborations, H&M reserves the right to amend our returns policy to three days, not including faulty items that can still be exchanged/refunded within 28 days. This does not affect our customers’ statutory rights and we ensure these guidelines are clearly communicated on sales receipts and throughout our stores,” a statement by H&M said.
Online purchasers (or those who actually managed to buy this range online – the website crashed on launch day) are in a better position as they will have 28 days to complete their return, but still with the likelihood of falling short before Christmas. This might be unfair but underlines the fact that you should always check returns policies in advance. We just hope you don’t end up dressed head to toe in Kenzo yourself.
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