△ The State Administration of Markets reminds consumers of rational consumption.
situation
I bought a skirt in a physical store and found it inappropriate. I asked for a refund and was rejected.
"Now there is no reason to return. I feel uncomfortable after wearing it for a while and want to return it! " Recently, Nanjing Yuhuatai District Market Supervision Bureau received a complaint. A woman bought a skirt in a physical store in a shopping mall and was rejected by the clerk when she asked to return it. The lady immediately complained and asked for a refund.
The staff of the market supervision department learned that after the lady bought the skirt, she agreed that the clerk would cut off the tag and go shopping directly in the skirt. About half an hour later, the lady returned to the store in a skirt and asked for a refund on the grounds of discomfort. However, the clerk said that there was no evidence to prove that the product had quality problems, and the product tag had been cut off and worn for half an hour, which affected the secondary sales, so he refused to return it.
Although the consumer's lady has a tough attitude, there is no legal basis for the physical store to return the goods without reason. According to the staff, according to Article 25 of the Consumer Protection Law, seven-day unreasonable return is only applicable to online shopping, and the goods must be guaranteed to be in good condition and not applicable to physical stores. Therefore, the merchant has the right to refuse the woman's return request.
Some physical stores support returning and exchanging goods within one month.
△ The merchant makes a commitment to the user on the back of the invoice.
However, not all shopping malls are not allowed to return goods. On July 3, consumer Xiao Qin took a fancy to a floral dress in the shopping mall. Xiao Qin felt the effect was good after trying it on, but her waist was a little small and she wanted to change into a bigger dress. However, the salesperson said that the mall is out of stock, so you can inform the headquarters to transfer the goods and mail them directly to your home.
But Xiao Qin hesitated a little: "What if the clothes in the bigger size are not suitable?" Then can I return it? "The salesperson replied," If you don't think it's appropriate, you can take it back. "However, she also told Xiao Qin to keep the receipt and not to take off the label, otherwise the store could not handle the return.
In addition to the verbal commitment, Xiao Qin noticed that there was a written commitment on the back of the invoice of the shopping mall: the consumer was dissatisfied with the purchased wearable products, and returned them within one month from the date of purchase, which would not be used, polluted or damaged, and would not affect the secondary sales, and the logo was intact; Refund within ten days according to the purchase price of the shopping receipt. In case the price is reduced in ten days, you can also get a refund at the current price. Not only that, the merchants also wrote in the warm tips: second-hand, worn-out and special goods such as food, cosmetics, underwear, watch jewelry and gold jewelry. No quality problems will not be returned.
On July 5th, Xiao Qin received a dress sent home by post, but she was still not satisfied. The next day, Xiao Qin came to the mall with a skirt and a small ticket and successfully went through the return formalities.
visit
Is there no reason for offline stores to return goods?
On July 12, the reporter of Modern Express visited the offline store. During the visit, the reporter found that although some large shopping malls have different "thresholds" for returning goods, they all attach great importance to the consumer experience. The clerk said that as long as it meets the requirements, it can be returned. At the service desk of the member center of a shopping mall, Xiaoxiao, a white-collar worker, is handling the return of a pair of leather shoes. "I bought this pair of patent leather shoes, and the paint came off without wearing it a few times. Although it was a merchant at first, after many consultations, the store finally admitted that it was a quality problem and agreed to my return application. Overall, the attitude is still good. "
But in some retail clothing stores, returning goods is not so simple. The reporter noticed that most shopkeepers of retail stores will let customers carefully inspect the goods after negotiating the price with customers. The shopkeeper reminded consumers to check before payment, and the goods sold will not be returned. In the actual purchase, most bosses can't provide invoices. If customers strongly demand it, they will only provide a receipt as proof of purchase.
Municipal supervision department
2,700 commercial enterprises in Nanjing have joined the "no reason to return goods" activities of offline stores.
Is there a uniform standard for physical store returns? The staff of Yuhuatai District Market Supervision Bureau in Nanjing told the reporter that at present, the after-sales service of physical stores in China is implemented in accordance with Article 24 of the Consumer Protection Law. If the goods or services provided by the business operators do not meet the quality requirements, consumers may return them in accordance with the provisions of the state and the agreement of the parties, or require the business operators to fulfill the obligations of replacement and repair. If there is no state regulation and agreement between the parties, consumers can return the goods within seven days from the date of receipt; After seven days, consumers who meet the statutory conditions for terminating the contract can return the goods in time. If it does not meet the statutory conditions for terminating the contract, it may require the operator to fulfill the obligations of replacement and repair. However, many merchants will provide extra after-sales service in order to enhance the customer's consumption experience. This is the case in the store that consumer Xiao Qin has been to, and the promises made by the store are also bound by law.
In fact, in March 2020, the Jiangsu Provincial Market Supervision Bureau and the Provincial Consumer Protection Committee jointly issued the "Guidelines for Unjustified Return of Offline Stores in Jiangsu Province (Trial)", which promoted the promise of unreasonable return of offline stores in the province. In September 2020, Nanjing market supervision and management department launched the "no reason to return goods" activity of offline stores, so that offline shopping also enjoys the "right of regret". The reporter learned that at present, there are 2700 commercial enterprises in the city. In these stores, consumers only need to meet three conditions-provide the store receipt, keep the tag intact, and ensure that the goods will not affect the secondary sales, so they can enjoy the unreasonable return. However, for consumers who return goods maliciously for many times, businesses can also report to the market supervision department, which will communicate with relevant institutions and include bad credit records.
The market supervision department reminds consumers that when shopping online in physical stores, they must ask whether there are special agreements on the return period and insurance period. And leave written evidence. Consumers should not rely on online shopping for seven days to return the "regret medicine" without reason, but should spend rationally and be responsible for their own consumption behavior.