When purchasing decoration materials, consumers not only pay attention to the quality of the materials, but also pay special attention to the after-sales service and commercial commitments of the merchants, such as 30-day unreasonable returns, more refunds and fewer supplements, unsatisfactory package returns and replacements. On the surface, these services and commitments are customer-oriented, which is very beneficial to consumers, but in practice, not all merchants can fulfill their commitments. Many consumers who have suffered a loss say that the seemingly good return commitments launched by merchants are nothing more than a means of promotion. Those so-called commitments are just playing word games.
The owner, Miss Ling, encountered the difficulty of returning the goods because she believed the merchant's return commitment. Miss Ling participated in a group buying event organized by a group buying website, and talked to the merchant about the design plan. At that time, the merchant promised that the ceramic tiles ordered could be returned within 30 days. Two months later, Miss Ling asked the merchant to deliver the product to her door, and it took only a few days for the tiles to be laid. After all the paving was completed, Miss Ling found that the number of tiles she had ordered exceeded one-fifth of the actual usage, so she called the merchant and asked to return the excess tiles. However, the merchant replied that the return note stated that "the remaining products are not damaged, not immersed in water within 30 days, and can be returned with the original packaging, otherwise they will not be returned." The 30-day return period starts from the date she ordered the tiles, not from the delivery date. The merchant also said that there is no longer the same batch of products. The returned tiles cannot be sold together with other products due to color differences, so they refused to return the products.
And the owner Candy took the promise of the merchant's "unconditional return within 30 days". Candy bought a set of furniture including sofas and coffee tables at a brand store in a home store, and paid the full amount, because the salesperson told her that if she was not satisfied with the style of the product, she could return it unconditionally within 30 days. After going home and thinking again and again, Candy negotiated with the merchant to replace the sofa with leather. Slightly changed the coffee table, and confirmed with the merchant again within 30 days of unconditional return commitment. But a few days later, she found that the furniture of the same brand in another shopping mall was much cheaper than the one she bought. When trying to return to the original merchant, she ran into a difficult return process. The merchant first disagreed on the reason of "changing the leather for customized products", and later said that the sales person's oral promise of return did not have legal effect.
As in the case above, there are many cases where it is difficult to return because you believe in the merchant ’s promise. When buying decoration materials, consumers must see through the merchant's promises, and cannot blindly believe it. The oral commitment of the merchant has no legal effect, and consumers can ask the merchant to write the oral commitment into the contract terms. Consumers should also make an in-depth analysis of the merchant's commitment. If there is ambiguity, the merchant can be asked to write down the ambiguous part clearly to avoid future disputes.
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