Canadian clothing brand Canada Goose has again come under fire, this time for its no-refund policy in mainland China.
Following media reports, the company said Wednesday that it is now allowing returns and refunds for products sold at all Canada Goose retail stores in mainland China under applicable laws, according to a statement it said. she published.
A woman named Jia told Chinese media on Tuesday that a Canada Goose down jacket she bought at a mall in Pudong New Area had quality issues and her refund request was denied.
The coat, which she spent 11,400 yuan ($1,792) on at a Canada Goose store in Shanghai’s IFC mall in late October, had a pungent smell and rough seams, Jia said.
Additionally, the Canada Goose logo was erroneously embroidered with an additional bow in the sun, she said.
Jia said she was unaware that the product could not be returned before payment was made because she was not informed by staff members.
He was asked to sign an exchange-after-payment policy, which stated that all products sold at Canada Goose retail stores in mainland China are strictly non-refundable, unless otherwise provided by applicable laws.
Jia said she was told she couldn’t take the clothes unless she signed the paper, and she signed it accordingly.
Jia tried different ways to solve the problem, such as calling the company’s hotline and sending emails, but all the methods she tried failed.
The Shanghai Daily found that Canada Goose’s overseas refund policy is different on its official English-language website, which takes COVID-19 into account.
“Shop with confidence and flexibility this holiday season with our extended returns policy, giving you one less thing to think about this time of year.
Any purchase made on or after November 8, 2021 can be returned to any Canada Goose store until January 10, 2022. Online orders must be postmarked by January 10, 2022. Purchases made before on November 8, 2021 or after January 10, 2022, will be subject to the standard 30-day return policy.”
Consumers have the right to request a refund for substandard products, and the practice of not informing Jia of the non-refund policy before his payment and asking him to sign the paper after payment violated his rights. and legal interests as a consumer, attorney Qin Yubin said. .
Consumers can even seek compensation for products with quality issues, Qin said.
Consumers can request a refund or ask retailers to exchange or repair products if the products are not up to standard, according to China’s Consumer Rights Protection Law.
In an interview with company officials on Wednesday, the Shanghai Consumer Council ordered Canada Goose’s Shanghai branch to submit an explanation of its foreign exchange policy by noon Thursday.
The consumer council questioned whether the exchange policy is the same in mainland China and abroad, and company employees said that the 30-day unconditional return policy abroad does not was not applicable in Mainland China. A seven-day unconditional return policy is implemented in mainland China.
In a separate incident, a Shanghai resident complained that a large amount of down in a Canada Goose coat she bought overseas for 5,000 yuan had come out, and her warranty service claim life with the company was not satisfied, except that she offered to clean this.
Earlier, the Shanghai branch of Canada Goose was fined 450,000 yuan by the Huangpu District Market Constable for false promotion.
He posted written content claiming that the down in all down jackets sold at the store contained Hutterite down, which “is of good quality and is the most thermal Canadian down,” according to the Huangpu District Administration for market regulation.
Experts from the China Feather and Down Industrial Association and the Shanghai Garment Trade Association noted that the thermal performance of down depends on the fill power and down content, which is relevant to the growth period and the size of the feathers. birds.
In other words, it has no relation to the production site, so insisting on Hutterite to highlight down’s thermal performance is baseless, the administration said.
Additionally, the down used in the garment sold by the company was also inferior to “Canada’s most thermal comforter” based on test results, the administration found.
The store’s sales volume reached 167 million yuan last year, according to the administration.
The company was ordered to stop publishing the promotional material and to rectify the situation.