近日，服装品牌加拿大鹅成为公众关注的焦点。有消费者曾反映，因为产品质量问题与店家交涉时，却被告知“所有中国大陆地区专门店售卖的货品均不得退货”。相关话题成为微博热搜的同时，也引发不少网友愤怒。

Canadian retailer Canada Goose ignited public anger in China again over its reported policy of no returns for products sold in stores in the Chinese mainland. The topic has been trending on Chinese social media Sina Weibo, attracting more than 370 million views. 


“所有中国大陆地区专门店售卖的货品均不得退货”

据报道，有消费者于10月27日在上海一加拿大鹅专门店购买了一件羽绒服，不过随后发现该产品的商标竟然绣错，门店还拒绝了她的退货要求。

The rising sentiment came after media reported that a Chinese costumer, who bought a  down jacket at a Canada Goose store in Shanghai on October 27, claimed she could not return the jacket after finding the logo was wrongly embroidered. 



消费者反映，购买羽绒服时，店家曾要求她签署一份名为《更换条款》说明，上面陈述：除非相关法律另有规定，所有中国大陆地区专门店售卖的货品均不得退款。28日，消费者向该门店店长投诉，但店长回应“没有权力退货，需要总公司层面来解决。”

The costumer said that she was asked to sign a product exchange waiver when she bought the jacket. The waiver states that, unless otherwise stipulated by relevant laws, all products sold in Canada Goose retail stores in the Chinese mainland cannot be returned. On October 28, the costumer filed a complaint with the store but the manager said that she could not return the product and had to take her request to upper levels of the company.


图源：新民帮侬忙

据《新京报》报道，加拿大鹅北京三里屯店店员确认，该店也不接受退货，但是可以在14天内换货。报道还显示，重庆店员工称所有中国大陆地区专门店售卖的货品均不得退货是中国区通用的条款。

Regarding the non-refundable policy, a staff at the Canada Goose store in the Sanlitun area of Beijing, confirmed that products cannot be returned if bought in the retail store but they can be exchanged within 14 days of purchase, according to a report from online news outlet bjnews.com on Tuesday. Another staff at a Canada Goose pop-up store in Southwest China's Chongqing Municipality said that all products sold in retail stores in the Chinese mainland cannot be returned, adding that this is a "general policy" in China, according to the report.

此外，有网友发现，在加拿大鹅的官网上，加拿大、美国、英国等国家和地区都有30天退货的相关政策，包括没有穿过、没有洗涤、保留吊牌这三项要求。而有些美国门店渠道也在问询后表示，如果衣物没有穿着过，也接受30天内退货。
 


退货政策中外有别，这一点令网友质疑加拿大鹅施行霸王条款，实属“鹅（讹）人”：



加拿大鹅回应：可以退货退款

在退货事件引发广泛关注后，加拿大鹅官方微博于12月1日上午发布微博，称对“中国大陆地区退换货政策声明”做出澄清。


加拿大鹅中国大陆地区专门店《更换条款》中第一条的含义为：在符合相关法律规定的情况下，所有中国大陆地区专门店售卖的产品可以退货退款。第七条进一步明确表示，更换条款“不影响顾客依据相关法律享有的权利”。


" Canada Goose strictly abides by the laws and regulations as they relate to refund policies," Canada Goose said in a statement on its official Weibo account on Wednesday.

"In the first clause, the policy outlines that all products sold at Canada Goose's retail stores in the Chinese mainland are refundable, subject to applicable laws. The policy also states in the seventh clause that 'the exchange policy does not affect customers' rights under applicable laws'," the company said.

除此声明外，加拿大鹅官方暂没有对相关事件做出其他回复。

上海市消保委约谈

据上海市消保委消息，12月1日中午，上海市消保委约谈了加拿大鹅（希计（上海）商贸有限公司）），加拿大鹅方面派外部律师、高级客户体验经理和国金门店店长参加了本次约谈会。
 


在约谈中，消保委发现，加拿大鹅所表述的公司退换货流程与消费者反映的实际情况多有出入。同时，加拿大鹅方面对要求消费者签署的《更换条款》的具体含义也是支支吾吾、表述不清。上海市消保委副秘书长唐健盛指出，在约谈会前，加拿大鹅发布声明称“在符合相关法律规定的情况下，所有中国大陆地区专门店售卖的产品可以退货退款”，但就“哪些法律”“怎样界定符合”等问题加拿大鹅方面却表示并不清楚。

消保委要求其在2日中午前对相关条款做出说明。此外，加拿大鹅方面表示，中国大陆适用7天无理由退货条款。其在加拿大官网上的30日退货条款不适用于中国大陆。
 


图源：上海市消保委

The Shanghai Consumers Council summoned Canadian luxury parka maker Canada Goose for talks on Wednesday over its controversial product return policy in the Chinese mainland, urging the firm to submit an official interpretation of the policy by noon on Thursday.

Representatives of Canada Goose who attended the talks with the relevant Shanghai authority said they "are not clear" about the specific meaning of the first clause of the refund policy. The company's refund process as described by the attendees is different from the actual situation reported by the consumers, according to the official WeChat account of the Shanghai Consumers Council.

中消协提醒加拿大鹅不要店大欺客

12月2日，中国消费者协会发文《任何品牌在消费者面前都没有特权》。其中，援引《消费者权益保护法》和《民法典》相关内容，指出“经营者对消费者因产品质量问题主张权利设置各类不合理条款门槛，涉嫌违背相关法律规定，侵害消费者合法权益。”

消协表示，任何企业、任何品牌都没有例外特权。若说一套做一套，动辄以大牌自居，摆傲娇、秀优越、搞双标、玩歧视，高高在上，店大欺客，必将失去消费者信任、被市场所抛弃。



综合来源：上海市消保委，Global Times，新京报，新民帮侬忙，中消协