Lululemon Australia has issued a response to its customers, following the brand being fined $32,400 by the ACCC for publishing allegedly false and misleading representations on its website.
In a statement from the brand, it acknowledged the alleged contraventions and said it had worked in tandem with the ACCC to remedy the situation.
"We always endeavour to deliver the best possible experience for our guests in-store and online and if we ever fall short, we make it right. 'Our stand is if our product doesn’t perform for you, we’ll take it back.'
"We have collaborated with the ACCC to resolve all alleged contraventions and to ensure that our commitment to consumer rights is clear and in accordance with the Australian Consumer Law.
"Our language in-store and online has been updated to ensure consistency and clarity for our guests across all of our channels."
The penalties were in regards to consumer guarantee rights.
The ACCC alleged that the brand's use of a statement online represented that consumers were not entitled to return and obtain a refund for, or exchange sale products under any circumstances.
Throughout May the brand listed items online under the heading of "We made too much." The site also read “We made a little extra - don’t be shy, help yourself. It’s yours for keeps so no returns and no exchanges”.
It was these statements that the ACCC alleged were misleading consumers.
Lululemon’s return policy was also scrutinised, as it read that “Final sale items like underwear, water bottles + We Made Too Much gear are yours for keeps”.
The consumer watchdog also believed that Lululemon led customers to think they were not entitled to a remedy for these products under any circumstances.
