Inadequate Policies

On the 30 May 2020, I made an online purchase with Zara. I was notified on the 30 June 2020, that my order was ready for collection in store. On the 3rd July 2020, i tried to return the items, I was informed that my refund period was invalid as my 30 day period for a refund had lapsed.

My only problem is that Zara is saying that we as online buyers are not allowed the same amount of time as buyers that go physically in store to decide if we want to keep the items purchased.

The items were available for collection on the 15 June 2020, which means based on their policy I actually have 15 days and not 30 days to decide if i keep the items purchased.

I am even more frustrated by the fact that the store manager was just not understanding when i tried to explain my reasoning, she immediately gave me the Head office contact details. I sent an email immediately on the 3 July 2020 to the customer service, they rep**** after a couple of days, an advised that i do an online chat. Only to be told again about the 30 day policy, that favours a store customer over me as an online buyer.

The 1st person i spoke with online, did not even waste time to end our chat session after he/she sent me their policy statement on refunds.

I am truly disappointed and aggrieved by the inadequate policy of Zara that treats online purchase as same with an in-store purchase. The attitude and willingness of the staff to assist is even poorer.