23/09/2026
I was at the hairdressers today and she was telling me about a light fitting she had purchased online and was having trouble returning. I came over all Martin Lewis, lecturing about her consumer rights - I bet she can’t wait until my next appointment 😂
It annoyed me because I’d had a similar situation last week trying to return some T-shirts for my daughter. We bought one and when it arrived it didn’t fit her. I had a look at the product page and under returns it said ‘We’ve got you!’ and went on to detail that as long as you got in touch and returned it within 30 days, you could return for a refund. We ordered a different size and...same thing...the teenager still wasn’t happy. Ordered a third which fit - hurrah - so I went back to the website to find the return details, and this is where it got tricky. Here it says that they make eveything to order and therefore they cannot accept returns under any circumstances. These T-shirts were simply offered in different colours/sizes - there was nothing customised about them. I sell T-shirts and jumpers and I make everything to order. Yes it’s frustrating when you get a return and you have to wait for someone to order that exact size/colour again but you suck it up because - dems the rules.
I went back and forth and they kept refusing to refund, offering me 10% off a further order - yay just what I want - a fourth T-shirt. I kept going back and forth and eventually stated the distance selling regulations at which point they promptly refunded me and told me to keep the T-shirts. Make it make sense?!
I took a look at their reviews and SO many customers were saying that they were stuck with a number of T-shirts as they didn’t accept returns. Some said they would never click on an advert and buy clothing again - it made me really angry. Not only are they keeping peoples money but they are undermining peoples trust in online shopping. So please - if someone refuses a return, make sure to check out your rights. There ARE exceptions (aside from personalised, perishables and certain sealed hygiene goods, for example) but make sure you know your rights - and don’t assume ‘made to order’ automatically means ‘no returns’.
