John Lewis slashes generous 90-day returns policy

By Sarah Parsons 1-Feb-2017

UK customers will now need to return products within a 35 day period to any of John Lewis' 400 stores

John Lewis has cut its generous 90-day refund policy to 35 days.

The UK retailer said shoppers will not notice the two-third decrease as most customers already returned the unwanted items within 35 days.

A spokesperson for John Lewis said: “Before we made the change, we asked our customers about our policy and found that over 85% were unaware of our policy for unwanted items and over 90% of customers who change their mind about a product bring it back within 35 days.”

The original policy was introduced in 2013, but from today the retailer claims the change will still “be one of the best returns policies of all UK retailers”.

All items purchased before 1 February will continue with the 90 day rule. The changes will apply to all cosmetics and fragrances within the store. Customers may open the packaging, but will not be able to return any used cosmetics.

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John Lewis said customers will continuously be warned about the change via point of sale, receipts and parcels ordered online.