El Corte Inglés has established a 60-day limit for its customers to return their purchases. In this way, it breaks the historical unlimited term for the returns of the majority of goods of a durable nature. This measure responds to an evolutionary change in the group to adapt to the market. The new period, in any case, doubles the one set by most of its competitors, such as the Inditex firms (Zara, Massimo Dutti, Pull&Bear, Uterqüe…) or Mango. Media Markt even reduces it to 14 days. It is, however, below that of other rivals, such as Leroy Merlin, which has a 100-day limit set.
The company led by Dimas Gimeno imposed this measure a few weeks ago, just before the start of the summer sales season. The firm, which is in the news these days due to the entry into its capital of the Qatari sheikh Sheikh Hamad, who has bought 10 percent of the group for 1,000 million euros, maintains, in any case, its traditional philosophy of returning the money to customers who request it (“If you are not satisfied, we will refund your money”). A hallmark of the company that distinguishes it from a large part of the competition, which is limited to offering gift tickets for its establishments.
Until now, El Corte Inglés, with almost 75 years of existence, was one of the few distribution groups that did not impose a deadline for its customers to return durable products purchased in its stores. Items like underwear and appliances did have specific limitations. And it is that, in any case, to accept the return, El Corte Inglés requires the label or that the packaging is in good condition. In shipments, “if when you receive your order you are not satisfied, you have a period of 14 calendar days, counting from the date of receipt, to execute the right of return, without penalty of any kind,” says the regulations of the firm.
The decision to establish a period of two months to be able to return the purchases is part of the “normal” changes of the Spanish group, in order to facilitate the operation of the business and that the company’s sales are consolidated in a shorter period.
towards modernization
Since the arrival of Dimas Gimeno, replacing the late Isidoro Álvarez, ten months ago, El Corte Inglés has implemented various measures to attract and retain customers. One of the most prominent was carried out on the occasion of last Christmas, when it launched, through Financiera El Corte Inglés, lines of credit of between 100 and 1,200 euros so that any customer accumulates all those purchases that they are going to make at Christmas and postpone payment based on your needs. The response was a resounding success, with 100,000 microcredit contracts for a total amount of 70 million euros in just one month.
In the search for modernization, the group has developed new sales channels over the internet in recent months, such as Click&Collect, which allows you to make purchases online and pick up your merchandise in more than 200 El Corte Inglés, Supercor and Supercor Exprés stores. . It has also incorporated new fashion brands, such as the American GAP, or has launched its own brand in decoration.
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