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John Lewis to scale back generous returns policy

John Lewis is gearing up to cut its “no quibbles” 90-day refund window by almost two-thirds to 35 days.

The retailer said most customers will not notice a difference because on average all items returned are brought back to store or its central warehouse within 35 days. This is still longer than many returns policies.

The change is set to take effect from 1 February. John Lewis will be informing customers over the next few days.

A spokeswoman for John Lewis said: ”Our 35 day, no quibble, returns policy for unwanted items which we’re introducing this week will be one of the best returns policies of all UK retailers. Before we made the change, we asked our customers about our policy and found that over 85% were unaware of our policy for unwanted items and over 90% of customers who change their mind about a product bring it back within 35 days.

“Today, our product ranges, particularly clothing, change much more frequently than they used to and bringing items back once products are out of stock can lead to disappointment. In addition, customers can now return a John Lewis product much more easily at over 400 locations across the UK.”

John Lewis introduced the 90 day policy in 2013. 


Readers' comments (2)

  • Nearer a third?

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  • Leslie Docherty

    I done a check of 20 competitors regarding returns period as i was thinking our 14 days was a bit stingy, i was very surprised to find out that 17 out of 20 still had 14 day returns

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