The Daily Telegraph

Apple and Mac criticised for ‘misleading’ returns policy

- By Yohannes Lowe

ONLINE retailers including Apple have been duping customers into believing they cannot return unwanted goods, a Which? probe has found.

The consumer champion assessed the informatio­n about online returns and faulty goods rights provided by 46 popular retailers and supermarke­ts, finding that 45 failed to provide clear or accurate informatio­n.

Examples of bad practice included Apple and Mac Cosmetics, which falsely told online customers that they had only 14 days to return unwanted goods, when the law states that buyers have up to 14 days to cancel an order after they receive the goods and a further 14 days in which to return.

Some retailers also contained misleading informatio­n that failed to make a distinctio­n between their own store returns policies and statutory rights under the Consumer Rights Act.

Iceland, Morrisons, Waitrose, Costco and Feel Unique were among the companies highlighte­d for bad practice.

Iceland’s online return policy stated that they would not accept returns on items if a customer changed their mind.

Which? said that as a result of the investigat­ion, 10 retailers have clarified their returns informatio­n. Adding that an additional seven are reviewing their protocols in the coming months.

Alex Neill, Which? Managing Director of Home Products and Services, said: “It is important that trusted retailers do not mislead consumers. We will continue to challenge those that carry on confusing their customers.”

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