We may suspend or terminate your ability to order items using your account if we determine that the rate at which you return items (‘returns rate’), when compared to the number of items ordered and retained, is too high. If you meet the criteria, we will notify you and work with you to find a way to improve your returns rate.
We really want you to be able to continue shopping with us. However, if your returns rate remains high, we may have to take the difficult decision to restrict your ability to shop before closing your account.
We need to ensure that we manage our operating costs effectively for the benefit of all of our customers, so that we do not have to pass on unnecessary costs to you and others.