21 September 2023 , 17:23
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H&M has backed down over plans to make customers pay for in-store returns.
The High Street clothing giant had quietly posted a notice on their website advising a new £1.99 charge for anyone returning parcels either in-store or online, with the cost deducted from their refund.
But the Swedish retailer appears to have U-turned on one part of the policy, as shoppers will now be able to take advantage of free returns if they are made in-store. The fee will still apply for online orders sent back to the H&M warehouse in the post, though faulty or damaged items are exempt.
All returns will stay free for H&M members, with non-members encouraged to sign up for the loyalty scheme when they apply for a refund online. H&M told the BBC that the wording of the policy on their website was "inaccurate" and has now been changed.
H&M's returns page now reads: "For non-members, there is a £1.99 return fee per return parcel when returning online orders to our warehouse. This will be deducted from your refund. You will not be charged the fee if an item is determined to be faulty or incorrect so please make sure to note that information when registering your return.
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"Please note that if you paid a delivery fee, this will only be refunded if you return all items from the original order. Online returns in store are always free of charge, there will be no return fee for any parcels returned in-store."
Retail expert Jonathan de Mello told the BBC: "Whether it was a genuine mistake or H&M bowed to pressure and changed their minds is hard to tell," said retail expert But they've done the right thing." The Mirror have approached H&M for comment.
Debate over the future of free returns has grown in recent months amid concerns about sustainability. Multiple other clothing retailers, including New Look, Zara, Boohoo, Uniqlo and Next, now charge for online returns. New Look introduced a £1.99 fee for online returns, but you can still take goods back in-store for free.
Some have claimed charging to return goods helps reduce emissions involved in the packaging and transporting process, as it prevents people from making large orders with the intention of returning several of the items. Social media influencers have been blamed for this trend, and some are said to take advantage of such policies by buying things to show off online, before returning them for free. But others have accused online stores of putting additional pressure on customers with new 'stealth' charges at a time when inflation and living costs are high.