Luxury parka maker Canada Goose on Thursday announced that it has, with the guidance of the Shanghai Consumer Council, updated and optimized its return and exchange policy for products sold in the Chinese mainland.
In the statement published on the company's Weibo account, Canada Goose reiterated its commitment to the 14-day free exchange policy it has always had, provided more detailed solutions for product quality issues and published a detailed after-sales guidance.
The announcement came following an incident in which a customer surnamed Jia claimed she was denied a refund.
The woman also claimed that the 11,400-yuan ($1,800) jacket she bought at a Canada Goose store in Shanghai emitted an odor and had loose threads and a defective logo. The woman was eventually refunded after she brought the jacket back to the store.
According to the statement, the company offers free in-house quality tests if required by customers. Customers can also turn to third-party testing agencies recognized by the relevant authorities if they are dissatisfied with the test results. Canada Goose will bear the costs if the tests by third-party agencies confirms the presence of issues.
The brand also reiterated that customers are entitled to free lifetime repair for damages for all products - except knitwear, accessories, collaboration products and footwear - that are not caused by customer or normal wear and tear.
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