Canada Goose updates return policies

Luxury parka maker Canada Goose announced on Thursday that it has, with the guidance of the Shanghai Consumer Council, updated and optimized its return and exchange policy for products sold on the Chinese mainland.

In a statement published on the company's Weibo account, Canada Goose reiterated its commitment to the 14-day free exchange policy it has always had, provided more detailed solutions for product quality issues and published detailed after-sales guidance.

The announcement came following an incident in which a customer surnamed Jia claimed she was denied a refund.

The woman claimed that the 11,400-yuan ($1,800) jacket she bought at a Canada Goose store in Shanghai emitted an odor and had loose threads and a defective logo. Jia was asked to sign an "exchange policy" waiver when she bought the jacket that said all products sold in Canada Goose retail stores on the Chinese mainland are "strictly nonrefundable", and exchanges may only be made within 14 days of the purchase, which ran counter to the 30-day return policies stated on the company's website.

On Dec 1, the Shanghai Consumer Council talked with the stakeholders of the company's IFC Mall branch in Shanghai, where the purchase was made. The woman's money was eventually refunded.

According to the statement, the company offers free in-house quality tests if required by customers. Customers can also turn to third-party testing agencies recognized by relevant authorities if they are dissatisfied with the test results. Canada Goose will bear the costs if the tests by third-party agencies confirms the presence of issues.

The brand also reiterated that customers are entitled to free lifetime repair for damages for all products — except knitwear, accessories, collaboration products and footwear — that are not caused by customers or normal wear and tear.

Some netizens showed their understanding of the response, commenting on the brand's Weibo post that the company made the return and exchange process clearer than before. However, others still wondered if customers' rights are protected under the updated policy.

"The announced policy is in line with domestic law. Unconditional return and exchange of goods within seven days of purchase is limited to transactions on platforms including the internet, television, telephone and mails, whereas for those bought at physical stores, return and exchange policy can be formulated by companies, as an agreement with its customers to raise service, said Wang Xiaoyan, deputy director of Brave Lawyers based in Beijing.

"It's just the bottom line for any company to avoid law breaking, and many have formulated higher-standard policies for customers' rights and interests, which enhances brand image and market competitiveness."

"Also, if the goods fail to meet quality standards or conform with its marketing content to the public, customers are entitled to return the goods to the business, according to China's Law on the Protection of Consumer Rights and Interests," Wang added.

Wang accentuated that in case of consumer fraud, such as a deceptive down-fill or materials, businesses are obligated to compensate customers for their loss, with compensation up to three times the purchase price.

In addition, Wang said it's legal that customer policies differ among countries, but to some extent, "it reveals a brand's culture and philosophy through its treatment of global customers".

Wang suggested customers check products when purchasing offline and understand return and exchange requirements before paying and confirming signatures on any documents.

"Photos and videos are pivotal to save as evidence, when any quality defects are noticed or during the negotiation with companies," she said.

"Customers can file a lawsuit or arbitration, if needed."