The Consumer Council contacted Zara after receiving complaints against the chain, claiming that the chain refuses to cancel a transaction for consumers who came to return a garment, within the number of days permitted by law. Consumers were turned away because they lost or did not receive the invoice or replacement note at all.
The complaints indicate that the chain did not agree to cancel even when consumers proved a credit statement in the amount, day, and time the purchase was made. The Consumer Council asked Zara to issue a directive to accept the credit statement as proof of purchase and to allow the consumer to cancel a transaction.
Thor Lazara Rishon LeZion (Archive) \\ Credit: Kravchenko Sonya
The chain holds a franchise to operate several chains including Zara, Zara Home, Bershka, Pool & Bar, Stravidarius and Massimo Dotti, and operates more than 80 stores. The Consumer Council notes that according to the provisions of the Consumer Protection Regulations, which set conditions for canceling a transaction, the consumer is allowed to present an invoice, checkout film, replacement note, credit or any other proof confirming the execution of the transaction.
Based on the court's decision, the "other proof" requires presenting the business with confirmation that the transaction was indeed carried out with that business, the date of the transaction, the amount paid for the transaction and the means of payment. According to the Consumer Council's position, in cases where a consumer wishes to cancel a transaction within the days permitted by law, presenting the credit statement constitutes "other proof", and therefore he should be allowed to cancel, when the details in the credit report prove that a transaction was made.
Consumers were not allowed to return with proof of purchase. Zara (archive), photo: Gideon Markowitz
After the complaints handlers at the Consumer Council to Zara were unsuccessful, and in order to make civil enforcement proceedings redundant, the Consumer Council sent a centralized appeal to Zara, requesting that a directive be issued to receive the credit statement as proof of purchase, and to allow the consumer to cancel a transaction.
The Consumer Council said that "making it difficult for the consumer to cancel a transaction on various pretexts, not only is it not service-oriented, but it is against the law. When a dealer acts as a method towards all consumers, it is misleading under aggravating circumstances that can lead to strict proceedings being taken against him."
Zara Israel Group said in response: "The company operates in accordance with the law, including the Consumer Protection Law.
In addition, at the time of purchase, the company offers its customers to send an SMS message with details of the transaction made, in order to enable it to be displayed when the transaction is canceled or credited."
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