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The ACCC investigated Pandora over warranty and refund complaints
The ACCC investigated Pandora over warranty and refund complaints

Pandora admits it may have broken consumer law

Pandora Australia has committed to a court-enforceable undertaking to rectify its consumer rights policy after being investigated by the Australian Competition and Consumer Commission (ACCC) over misleading and inaccurate warranty claims.

The company was notified of the ACCC inquiry in October 2018, following consumer complaints that staff denied them refunds for faulty goods. They were allegedly told Pandora’s warranty policy “overrode their rights under Australian consumer law”.

Pandora’s online store was also found to contain confusing language and omitted mandatory wording regarding consumers’ entitlements to repair, replacement or refund if goods are found to be defective.

The company – which is in the middle of a long-term repositioning strategy following a notable decline in sales – acknowledged its conduct may have been “deceptive” and agreed to an external review of its guarantee policies and procedures.

In a statement, Pandora apologised to consumers and announced “further and ongoing training” would be provided to franchisees and company stores to ensure full compliance with the law.

Read Pandora’s court-enforceable undertaking here.

More reading:
Pandora moves to buyback jewellery from retailers for smelting
Pandora restructure continues
For Pandora, arrogance is a two-edged sword

 











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