ACM points out errors with online promo code to clothing brand BALR.

The Netherlands Authority for Consumers and Markets (ACM) has reprimanded clothing brand BALR. It did so because the company had told several of its consumers that they could not return their purchases made in its online store, because they had used a promo code. ACM received a large number of complaints about this issue within a short period of time. When purchasing online, consumers almost always have the right to cancel their order within 14 days. They do not need to provide a reason for doing so. After discussions with ACM, the company notified its customers that they could still return their purchases if they wished to do so.

What was the issue?

BALR. is a brand that sells clothes, travel and lifestyle products. BALR. had sent out a promo code to its employees and their friends. With the promo code, they could get 60% off on their online purchases. As this code ended up on a public website, everyone was able to use it. Consumers who made purchases using this code and wanted to return their orders were told they would not be able to do so. According to BALR., this was a one-time offer to which the right of return did not apply. This is not allowed. Customers almost always have a cooling-off period of 14 days for all online purchases. Customers then have the opportunity to cancel their purchases, and they get an additional 14 days after the cancellation to return their order. This right also applies to any special offers.