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从去年开始,全国一些省市的旅游主管部门相继推出“30天无理由退货”的措施,其中也包括以往的“进店购物重灾区”——云南。出游途中买了假货或质次价高的商品可以无理由退货,这确实是从很大程度上保障了游客的权益。不过近期在人民网315旅游投诉平台上,记者发现仍有不少游客投诉反映退货难的问题。无人管、互相推诿、找各种理由不能全退、收取高额手续费等乱象让“30天无理由退货”这项措施仿佛只是看上去很美。
全额退款基本不可能
“退款需收手续费”涉虚假宣传及欺诈
大约过了4个小时左右,记者接到了大理喜艺珠宝工作人员的电话,该工作人员先是询问了商品价格然后要求记者提供购买的单据,并表示需要和公司领导去沟通。当记者询问是否4件玉器都可以全额退款时,该工作人员并未做正面明确答复,而是一再质问记者,“你为什么要全退?难道每件玉器你都不喜欢吗?你买的时候难道就不想要就准备退款吗?”此时,记者提出相关规定不是可以“30天无理由退货”吗。该工作人员却称,那也需要看跟公司领导的沟通情况,并明确表示,即使退款也需要收取2%的手续费。
对此,北京市法学会电子商务法学会会长邱宝昌表示,“无理由退货”本身就意味着消费者不需要任何理由即可办理退货,商家设定任何附加条件,比如收手续费、不全额退等,都是不合理的,如果存在这种现象一方面是属于虚假宣传,另一方面已经属于涉嫌欺诈的违约行为,消费者可以进行合理维权。
退货监理中心只是起到协调作用
记者了解到,虽然目前新修订的《旅行社条例》中有关于强迫购物之后30天内游客可以让旅行社为其办理退货的规定,但相关细节并不明确,且限定在了“强迫购物”的前提下。而业内人士表示,现在全国很多地方的旅游都是“强迫购物”变成了“诱导购物”,导游并不直接强迫游客购买,而是联合商家一起用各种手段诱骗游客上当购买,这其实也钻了相关法律法规的空子。
鉴于此种情况,从去年底到今年,国内一些省市开始相继成立旅游购物退货监理中心,并开始推行“旅游购物30天内无理由退货”,希望能以行政手段改善“退货难”的现状。其中,去年底,备受关注的云南省旅游购物退货监理中心正式成立;此后,西安市临潼区、黄山市经开区、桂林市等也通过与商户签订自律公约、设立旅游购物退货监理中心等形式相继开始推行“30天无理由退货”服务。
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