近日，服裝品牌加拿大鵝成為公眾關(guān)注的焦點。有消費者曾反映，因為產(chǎn)品質(zhì)量問題與店家交涉時，卻被告知“所有中國大陸地區(qū)專門店售賣的貨品均不得退貨”。相關(guān)話題成為微博熱搜的同時，也引發(fā)不少網(wǎng)友憤怒。
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.
“所有中國大陸地區(qū)專門店售賣的貨品均不得退貨”
據(jù)報道，有消費者于10月27日在上海一加拿大鵝專門店購買了一件羽絨服，不過隨后發(fā)現(xiàn)該產(chǎn)品的商標竟然繡錯，門店還拒絕了她的退貨要求。
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.
消費者反映，購買羽絨服時，店家曾要求她簽署一份名為《更換條款》說明，上面陳述：除非相關(guān)法律另有規(guī)定，所有中國大陸地區(qū)專門店售賣的貨品均不得退款。28日，消費者向該門店店長投訴，但店長回應“沒有權(quán)力退貨，需要總公司層面來解決。”
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.
圖源：新民幫儂忙
據(jù)《新京報》報道，加拿大鵝北京三里屯店店員確認，該店也不接受退貨，但是可以在14天內(nèi)換貨。報道還顯示，重慶店員工稱所有中國大陸地區(qū)專門店售賣的貨品均不得退貨是中國區(qū)通用的條款。
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，有網(wǎng)友發(fā)現(xiàn)，在加拿大鵝的官網(wǎng)上，加拿大、美國、英國等國家和地區(qū)都有30天退貨的相關(guān)政策，包括沒有穿過、沒有洗滌、保留吊牌這三項要求。而有些美國門店渠道也在問詢后表示，如果衣物沒有穿著過，也接受30天內(nèi)退貨。
退貨政策中外有別，這一點令網(wǎng)友質(zhì)疑加拿大鵝施行霸王條款，實屬“鵝（訛）人”：
加拿大鵝回應：可以退貨退款
在退貨事件引發(fā)廣泛關(guān)注后，加拿大鵝官方微博于12月1日上午發(fā)布微博，稱對“中國大陸地區(qū)退換貨政策聲明”做出澄清。
加拿大鵝中國大陸地區(qū)專門店《更換條款》中第一條的含義為：在符合相關(guān)法律規(guī)定的情況下，所有中國大陸地區(qū)專門店售賣的產(chǎn)品可以退貨退款。第七條進一步明確表示，更換條款“不影響顧客依據(jù)相關(guān)法律享有的權(quán)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.
除此聲明外，加拿大鵝官方暫沒有對相關(guān)事件做出其他回復。
上海市消保委約談
據(jù)上海市消保委消息，12月1日中午，上海市消保委約談了加拿大鵝（希計（上海）商貿(mào)有限公司）），加拿大鵝方面派外部律師、高級客戶體驗經(jīng)理和國金門店店長參加了本次約談會。
在約談中，消保委發(fā)現(xiàn)，加拿大鵝所表述的公司退換貨流程與消費者反映的實際情況多有出入。同時，加拿大鵝方面對要求消費者簽署的《更換條款》的具體含義也是支支吾吾、表述不清。上海市消保委副秘書長唐健盛指出，在約談會前，加拿大鵝發(fā)布聲明稱“在符合相關(guān)法律規(guī)定的情況下，所有中國大陸地區(qū)專門店售賣的產(chǎn)品可以退貨退款”，但就“哪些法律”“怎樣界定符合”等問題加拿大鵝方面卻表示并不清楚。
消保委要求其在2日中午前對相關(guān)條款做出說明。此外，加拿大鵝方面表示，中國大陸適用7天無理由退貨條款。其在加拿大官網(wǎng)上的30日退貨條款不適用于中國大陸。
圖源：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.
中消協(xié)提醒加拿大鵝不要店大欺客
12月2日，中國消費者協(xié)會發(fā)文《任何品牌在消費者面前都沒有特權(quán)》。其中，援引《消費者權(quán)益保護法》和《民法典》相關(guān)內(nèi)容，指出“經(jīng)營者對消費者因產(chǎn)品質(zhì)量問題主張權(quán)利設(shè)置各類不合理條款門檻，涉嫌違背相關(guān)法律規(guī)定，侵害消費者合法權(quán)益。”
消協(xié)表示，任何企業(yè)、任何品牌都沒有例外特權(quán)。若說一套做一套，動輒以大牌自居，擺傲嬌、秀優(yōu)越、搞雙標、玩歧視，高高在上，店大欺客，必將失去消費者信任、被市場所拋棄。
綜合來源：上海市消保委，Global Times，新京報，新民幫儂忙，中消協(xié)
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