英国消费者组织Which?的最新调查发现，多家知名在线零售商未能按法律规定为消费者退款，涉及违反《2013年消费者合同条例》1。该组织在6月和7月派遣12名神秘购物者从17家大型零售商购买超过200件商品，随后要求退货并追踪退款情况1。
调查结果显示，违规情况严重且普遍1。Matalan在12名购物者中仅向7人退款商品价格，且无人获得原始快递费退款1；River Island和Sports Direct在所有测试案例中均未退款原始快递费1；Pets at Home仅向12名购物者中的6人退款了退回的商品1。其中一位购物者的遭遇尤为典型：购物者退回了价值£3.99的商品，已支付£3快递费和£2.99退货费，最终完全未获退款，总损失达£9.981。
根据法律规定，在线购物者有权在收到商品后14天内取消订单，零售商必须在收到退回商品后14天内退款1。虽然零售商可向客户收取退货成本，但必须退款原始标准快递费1。
在被调查的零售商中，约翰·路易斯因表现出色而获得Which?新的退货推荐供应商地位1。
Consumer organization Which? has found that major online retailers are breaking the law by failing to properly refund customers for returned goods 1. The investigation, conducted in June and July by deploying 12 mystery shoppers across 17 large online retailers who purchased over 200 items, identified significant compliance failures among several major retailers 1.
Matalan emerged as one of the worst offenders, refunding the product price to only 7 of the 12 shoppers while failing to reimburse original shipping fees to any of them 1. River Island and Sports Direct similarly refused to refund original standard shipping costs across all test cases 1. Pets at Home refunded returned merchandise to just 6 of the 12 shoppers tested 1. One shopper who returned a £3.99 item ultimately received no refund despite having paid £3 in shipping and £2.99 in return fees, resulting in a total loss of £9.98 1. By contrast, John Lewis performed best and has been awarded Which?'s new recommended returns supplier status 1.
Under the Consumer Contracts Regulations 2013, online shoppers have the right to cancel orders within 14 days of receipt, with retailers required to refund customers within 14 days of receiving returned goods 1. While retailers may charge customers for return shipping costs, they must refund the original standard delivery fee 1.
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