A Canada Goose retail store in Sanlitun, Beijing on December 2, 2021 Photo: Tao Mingyang/GT

Xiji (Shanghai) Trading Co, Canada Goose-related company in China, on Thursday filed an explanation with the Shanghai Consumers Council over its controversial product refund policy in the Chinese mainland, a day after it was summoned, saying all products sold through retail stores in China are refundable in accordance with Chinese law. 

However, the explanation does not clarify specifically how it will improve its refund policy for Chinese mainland consumers, only saying "We have listened to the suggestions of consumers, which are worthy of our deep consideration. In order to better serve consumers, we will conduct further research and make suggestions to our global headquarters."

The Shanghai Consumers Council "is not satisfied with the explanation", and will summon the firm for talks next week with exact date to be decided, according to a report by the China Central Television.

Separately, in a statement sent by the headquarters of Canada Goose to the Global Times on Thursday, it said that "in the Chinese mainland, customers are eligible to receive a refund within 14 days of purchase following applicable laws, if their product, purchased in a Canada Goose store, is found to have any issues with materials or craftsmanship; and 7-day unconditional return and refunds on official e-commerce platforms; or other circumstances subject to law."

Tang Jiansheng, vice secretary general of the Shanghai Consumers Council, said the Thursday explanation only specifies a 7-day unconditional refund policy, "why can't it follow the 30-day refund policy as Canada Goose applies in other markets outside China".

When compared to online sales , it becomes clear that Canada Goose is maintaining an obvious "double standards" as it has implemented a 30-day unreasonable refund policy on the Canada Goose official website, and but the clause does not apply to Chinese mainland where the 7-day unreasonable return clause applies to.

The discriminatory refund policy has drawn a backlash among vast Chinese consumers.

No brand should have any privilege over consumers, the China Consumers Association (CCA) stated on Thursday.

CCA said that respecting and protecting consumers' rights and interests is the obligation of every business operator. In this regard, no enterprise or brand has exceptional privileges. "If the brand sees itself as a big brand, and engages in double standards, discriminates against mainland consumers, it will fail in this market ," the association noted.

The Shanghai authority summoned Canada Goose for talks on Wednesday over its controversial refund policy, urging the firm to hand in its official interpretation of the policy by noon on Thursday.

The talks came after a Chinese consumer, who bought a down jacket at a Canada Goose store in Shanghai on October 27, reportedly claimed she could not refund the jacket after finding the logo was incorrectly embroidered. On that day, she also signed a piece of paper that has the refund policy on it, with the first clause saying that "Unless otherwise provided by applicable laws. All products sold at Canada Goose's retail store in China mainland are strictly non-refundable."

On October 28, the consumer filed a complaint with the store but the manager said that she could not refund the product and had to take her request to the upper levels of the company.