Cotton On *****s Perks Points on returned items!

I am extremely disappointed with Cotton On South Africa regarding their policy of refusing clients a refund of perks points when items bought with these points are returned. This practise is in breach of the letter and spirit of the Consumer Protection Act.

My complaint is as follows: I bought an item for R200 online and used R100's worth of perks points towards the payment of the purchase. I paid an additional R50 for the delivery.

The item did not fit. I immediately requested a return and asked for the item to be collected. When it had not been collected after more than a week, I went into the Walmer Park store of Cotton On Body to return it - wasting an additional R50-odd on fuel because of Cotton On's failure to collect.

When I returned the item in store, I was refunded R100!

I asked that my Perks card be credited with the R100 spent towards the purchase and was told that Cotton On did not refund perks points.

I then asked that I rather get the item back, since it was worth more to me than R100! I was told I would have to pay an additional R100 to get it back, since I would have to buy it for the full price of R200!

I am furious. The above Cotton On practise is illogical, disdainful and in breach of the Consumer Act, which states that: "In terms of s16 of the CPA, if a consumer has bought goods as a result of direct marketing, then for a period of 5 days after receiving the goods, the consumer can: return the goods, cancel the entire contract without penalty, and receive a full refund".

I sent a complaint to Cotton On on 26 July, using their online portal. I have not received a response to date, despite following up with them on 29 July.

I expect the return of my lost points and an amendment by Cotton On of their returns policy relating to the loss of Perks points when items are returned, since it means, in effect, that customers do not get a full refund, which is against the law.