Canada Goose declares that returns are allowed in stores in mainland China

On the evening of November 30, “Canada Goose stipulates that returns are not allowed in stores in mainland China” was on the hot search list. Some consumers reported that they purchased a down jacket worth 11,400 yuan at the brand’s Shanghai International Finance Center store. They later discovered that the clothing had problems such as incorrectly embroidered trademarks, rough stitching, and peculiar smell in the fabric. However, the store refused to return or exchange the product. On December 1, Canada Goose issued a statement on its official Weibo saying that the first clause of the "Replacement Terms" means that all products sold in specialty stores in mainland China can be returned and refunded if they comply with relevant legal regulations.

Why Canada Goose changed its tune

The "Consumer Rights and Interests Protection Act" clearly stipulates that if the goods or services provided by operators do not meet quality requirements, consumers may Agree to return the goods, or require the operator to perform replacement, repair, etc. obligations. In the absence of national regulations and agreement between the parties, consumers may return goods within seven days from the date of receipt; if the statutory conditions for contract termination are met after seven days, consumers may return goods in a timely manner; if the statutory conditions for contract termination are not met, consumers may require the operator to perform Obligations such as replacement and repair.

On the morning of December 1, the Shanghai Consumer Protection Commission interviewed Canada Goose Trading Co., Ltd.). The company sent external lawyers, senior customer experience managers and IFC store managers to attend the interview. .

The interview revealed that Canada Goose participants did not understand the specific meaning of the store’s “replacement clause”. There are many discrepancies between the company's return and exchange procedures expressed by participants and the actual situation reported by consumers. The Shanghai Consumer Protection Commission requires Canada Goose to submit a formal explanation of the "Replacement Terms" before noon on December 2. Another interview is in progress. The Shanghai Consumer Protection Commission asked whether the return and exchange terms of Canada Goose stores outside mainland China are consistent with those in mainland China. Participants at the Canada Goose conference said they did not know. Participants at the Canada Goose conference also confirmed that there was no issue on the Canada Goose official website on the 30th. Related clauses regarding reasons for return, and stated that this clause does not apply to mainland China, and the 7-day no-reason return clause applies to mainland China.