• Categories:Company News
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• Time of issue:2020-10-28
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(Summary description)On March 15, the revised "consumer rights and interests protection law" (hereinafter referred to as the new "consumer law") is about to be implemented, among which "online shopping products without reason to return" has aroused heated discussion. Compared with other commodities, furniture, building materials and other household products have high prices, high freight costs and complex packaging, so returning goods has "unspeakable pain" for consumers and businesses. However, some people in the industry believe that high value-added products such as well-known brands make enterprises have more capital to do unreasonable returns.
Topic explanation
Article 25 of the new "consumer law" stipulates that if a business operator sells goods by means of Internet, television, telephone, mail order, etc., consumers shall have the right to return the goods within seven days from the date of receipt of the goods without giving reasons, except for the following commodities: (1) customized by consumers; (2) fresh and perishable; (3) audio and video products and computer software downloaded online or opened by consumers Digital commodities; (4) newspapers and periodicals delivered.
Except for the commodities listed in the preceding paragraph, commodities that are not suitable for return according to the nature of the goods and confirmed by consumers at the time of purchase shall not be returned without reason.
The commodities returned by consumers shall be in good condition. The business operator shall return the commodity price paid by the consumer within seven days from the date of receiving the returned goods. The freight of the returned goods shall be borne by the consumer; if the business operator and the consumer agree otherwise, the agreement shall prevail.
"No reason to return goods within 7 days"
Reporters learned from the major online shopping platforms, "no reason to return within seven days" has become the basic commitment of businesses. Tmall has clearly marked "seven days without reason to return goods" on its front page, expressly stipulates: "consumers use Alipay guarantee transactions in Tmall shopping and receipt of goods within 7 days, if for subjective reasons are unwilling to complete the transaction: can put forward" 7 days no reason to return goods "application. Jingdong Mall also promised: "customers can return and exchange goods without reason within 7 days (including 7 days, calculated from the date of receiving the goods) of Jingdong, on the premise that the goods are in good condition." There are similar rules in websites that specialize in selling household goods, such as incredibly online and xingyijia. Unexpectedly, online promises "no reason to return and exchange within one month"; star e-home mall also stipulates that "the purchased products can be returned and exchanged within seven days without reason".
"No reason to return within 7 days" clause is more inclined to protect the consumer side, many netizens have "like". "If you buy something you don't like, you can return it. You don't have to grind with the shopkeeper any more. Shopping is easier." "This not only satisfies the shopping addiction, but also returns the money if the purse is digested too quickly, avoiding" self cutting arm. " "Furniture and other large products should have been carefully experienced and observed, so that you can be more assured to buy."
Furniture return without reason has "threshold"
The reporter found that for the return requirements of home furnishing products, all major platforms and businesses have "additional conditions": the returned goods shall not affect the secondary sales of the merchants; customers shall bear the relevant freight, packaging, service, installation and other preliminary expenses; customized furniture cannot be returned.
In the actual operation process, there are also some unexpected threshold. Jingdong Mall "tree and home" customer service personnel said that the real wood furniture in the mall needs to be installed by itself, and if the installation is completed, it can not be returned, because it will affect the secondary sales. A well-known brand network sales channel director told reporters: "sofas, mattresses, I think they should belong to" goods not suitable for return. ". Sofa will collapse after a period of time, and there are traces of dirty sitting. As long as the mattress is used, the protective film will be torn off, and the return can only be lower than the cost price. "
For consumers, there are many obstacles to return. Consumer Miss Peng told reporters that he had bought a standard size shoe cabinet in Taobao, which cost about 500 yuan. Because she didn't like it, Ms. Peng chose to return the goods. The store owner said that the freight was paid by the buyer, and the freight cost was nearly 100 yuan. Ms. Peng said she could understand the agreement of the buyer to pay the freight, but would not choose to buy furniture online in the future.
Consumer perspective
Ms. Ma (