BOOHOO has made a big change for shoppers, and customers are not going to be happy.
The online retailer has increased the number of days it takes to process a refund by an extra week.
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The large online retailer has updated its policy on its website.
It now states that refunds will take up to 21 days from posting.
Previously, customers received a refund within 14 days.
Angry shoppers have taken to Twitter to question the move.
One wrote: “After £2 returns charge Boohoo started keeping customer’s money for 21 days now.
“Trying their best to discourage even ‘Premier’ customers from returning.
“This will not go well with customers in a cost of living crisis.”
While others have be asking the company why their refund is taking so long.
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Another user said: “I still have not received my refund it’s been two weeks and not even a confirmation email.”
One woman also said: “Awaiting a refund and the virtual assistant directed me to message here.
“Please can you confirm. It says parcel was received 29 December by Boohoo.”
The Sun has contacted Boohoo for comment on the change and will update this article when we hear back.
It comes after the major retailer also introduced a £1.99 fee on returns in the summer last year.
The site states: “Please note a returns charge of £1.99 per parcel will be deducted from your refund amount.
“Returns are FREE for premier customers.”
Shoppers were not impressed with the move, with some vowing not to shop on the website anymore.
It also extended its returns policy to 28 days and warned a typical refund may take longer than usual.
We asked Boohoo if Premier customers can get their refunds quicker than those without the membership and will update this story when we know more.
Boohoo Premier usually costs £9.99 for an annual subscription, shopper can get the free returns as well as unlimited next day delivery.
Your shopping rights when buying online
We’ve outlined your rights when ordering from an online retailer.
Claim against the retailer
If your parcel does not arrive by the date agreed, you can make a claim against the retailer.
And if you didn’t select a particular delivery date or window at checkout, you are entitled to a refund if the item doesn’t show up within 30 days.
When buying online, if there isn’t an option to select a specific delivery date, try to add a note stating “time is of the essence”.
Follow this up with an email asking the company to commit to this timeframe.
It will give you extra refund rights if something goes wrong.
Under the Consumer Rights Act 2015, you are due a refund from the retailer on the extra charge you have paid.
Cancel and rebuy
With anything you buy online or over the phone – apart from items that have been personalised such as with your initials – you have the right to a refund within a 14-day window.
This cooling-off period applies even if there is nothing wrong with your purchase.
The clock starts the day after you receive delivery. The only other exception is for electronic items where the seal on the box has been broken.
This can be a useful tool if you know that a delivery is running late and you want to go out and buy a replacement before Christmas Day.
But when refunding you for the item, companies only need to reimburse the cost of the cheapest delivery option. So if you paid for a premium “next day” or “named day” service, you may not get all of your money back.
Seek damages
If your purchase is damaged when it arrives, it is the retailer’s responsibility to then refund you.
Sometimes if you or the courier are in a rush, you might not have time to properly remove the item from its packaging and inspect it before signing.
Most of the time you are just signing to accept delivery rather than confirm the condition of your purchase – but to cover yourself, add “not examined” when you sign.
You’re covered under Section 75 of the Consumer Credit Act and can claim a refund.
It covers you for faulty goods, missing deliveries or the retailer going bust.
Pay by credit card
Using a credit card gives you an extra layer of protection, as you can seek a refund from the card company if items are faulty or not delivered as promised.
This is useful, as sometimes when buying online you might end up dealing with a scam company that has no interest in your refund rights.
If you struggle to get a response from a retailer and you paid more than £100 using a credit card, use Section 75 of the Consumer Credit Act to claim a refund.
Do you have a money problem that needs sorting? Get in touch by emailing [email protected]
