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Boohoo introduces returns charge for online orders

Jeremy Lim
12 July 2022

Fast fashion giant Boohoo has become the latest retailer to charge shoppers who return items bought online.

The online retailer has made the policy change in the small print of its app and website, informing customers that a £1.99 charge will be deducted from any refund issued.

The updated returns policy states: "Please note a returns charge of £1.99 per parcel will be deducted from your refund amount. Returns are FREE for premier customers." The new policy also applies to shoppers using gift cards, store credit or vouchers.

Commenting on the news, a Boohoo Group spokesperson said: "As the cost of shipping has increased, we’ve had to look at where we can adapt without compromising what our customers love most, the convenience of shopping with us and the great value that our brands offer.

"This has meant that we will be applying a charge of £1.99 to returns so that we can continue to offer great prices and products and do this in a more sustainable way."

High Street retailers including Zara, Uniqlo and Next already charge for online returns. Inditex-owned Zara, which charges a £1.95 fee for returns, also stipulated that customers cannot return separate orders in the same box.

Under the Consumer Rights Act 2015, shoppers have a right to claim a full refund for goods or services that are of unsatisfactory quality, unfit for purpose or not as described, provided it is done within 30 days of ownership.

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