Mango misleads consumers over refundsClothing store's dodgy returns policy uncovered

17 June 2015

Mango store

Mango, one of the biggest retailers on the UK high street, is falling short of consumer law by delaying refunds.

The retailer is giving incorrect information to customers about their rights to refunds if returning goods bought online.  

The Consumer Contracts Regulations state that a retailer must refund you within 14 days of an item bought online being returned, or from the proof of postage date.  But this isn't what the retailer is telling consumers.

Find out more about your online refund rights

Mango’s dodgy refunds system

On the Mango UK website, the refunds policy says: ‘The refund period may vary between three and 12 working days from reception of your return at our warehouses.'  

Not only does 12 working days equate to 16 days, rather than the 14 stipulated in the Consumer Contracts Regulations, but Mango’s system will only process a refund once the retailer has sent the returned goods from its Manchester depot to its Spanish depot.

The retailer provides a pre-paid returns sticker for returned goods to its Manchester depot, but it doesn’t consider goods returned until they're received in Spain.

Customer service staff unclear on law

For one Which? staff member, it took more than five weeks before she received a refund.  

This was despite being told by four different customer service representatives that her parcel had been received at the Manchester depot two days after she returned it by post.

She was also told that there was nothing they could do to process the refund until her parcel was received in Spain, even though they all acknowledged that the parcel had gone missing at their end.

We found several online reviews complaining of the same problem.

Which? calls for action

Which? is calling on Mango not to prevent consumers from receiving timely refunds after returning goods bought online.

The retailer needs to ensure that its refunds process is in line with the Consumer Contracts Regulations - so that refunds are processed within 14 days of returned items being received by the retailer.

Mango should acknowledge that this 14 day period starts when items are received at the returns address it provides in the UK, or it should address pre-paid returns labels directly to its warehouse in Spain.

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