returning goods without receipt

shell9

Hi, I bought a mobile phone charger for my daughter on Saturday from the O2 shop. When she first used it the connecter to her phone broke off so she was unable to use it. I returned to the shop today, to ask for a replacement as I no longer have the receipt, but was told by the unhelpful assistant that they could not replace as they didn't know if I bought it at that particular shop, although I could tell her exactly when it was bought. I thought faulty goods had to be replaced, can anyone help please!

calleyw

shell9 wrote:

Hi, I bought a mobile phone charger for my daughter on Saturday from the O2 shop. When she first used it the connecter to her phone broke off so she was unable to use it. I returned to the shop today, to ask for a replacement as I no longer have the receipt, but was told by the unhelpful assistant that they could not replace as they didn't know if I bought it at that particular shop, although I could tell her exactly when it was bought. I thought faulty goods had to be replaced, can anyone help please!

How did you pay for it? If it was credit card or debit card then taken in a copy of the statement.

But the one thing you should always do is keep receipts. If you are talking about saturday just gone it has only been 5 days. If you are buying anything that is electrical always, always keep the receipt. As you just never know.

Yours


Calley

hammy_the_hammer

i think the key wording is "proof of purchase"....it's for you to prove not the shop.

brummybloke

without sounds harsh, your daughter needed a new charger ( so something happened to the old one!) and the same day she gets her new charger it breaks? and the receipt gets lost on the same day? either a run of VERY bad luck or daughter is having a laugh.

thetartanman

Maybe this will help. Taken from this web page :-

http://www.dti.gov.uk/ccp/topics1/facts/salegoodsact.htm



Q7. Do I have to produce a receipt to claim my rights?

No. In fact the trader doesn't have to give you a receipt in the first place so it would be unfair to say that you had to produce one. However, it might not be unreasonable for the shop to want some proof of purchase, so look to see if you have a cheque stub, bank statement, credit card slip etc., and this should be sufficient.

Worth printing out from DTI site and taking it with you when you go back to shop. Also worth asking to speak to manager or even his superior.

philhoggins

My father had a DVD recorder for 3 months before deciding it wasn't doing what he wanted (no build in freeview tuner). I took it back to Currys for him without reciept or box and they exchanged it for a new one with built in freeview. I did have to moan at the staff a little though before they would do it.

My advice is don't give up....they will eventually buckle just to get rid of you.

mummysaver

Go back in and ask again - tell them when you paid and how you paid, hopefully cheque or card as this will be easier for you to prove, and they should be able to trace it through their tills. I've generally found that asking really really nicely, and explaining what happened helps, take a very sad daughter in with you if she is still quite young - they may feel sorry for her. I've found most shops fairly helpful, it sometimes depends on who helps you though, if being nice doesn't work, I usually try to bore them to death until they sort out my problem! Good luck! :grinheart

Hi Brummybloke, daughter may be having a laugh, or may just be like my kids: a complete disaster zone! DS thought he'd broken my ipod - turned out he'd just changed it to Japanese! But my point is (and I'm getting there!) children do damage stuff, and phone chargers are easily broken, I know dd2 was so excited about getting a phone she rammed the charger in the wrong way and snapped it! Luckily dd1 has the same phone, so now they share! And sadly, receipts do get binned in error, especially if my dh is in a tidy mood!

calleyw

mummysaver wrote:

And sadly, receipts do get binned in error, especially if my dh is in a tidy mood!

That is why important receipts should be filed away. It means they are always to hand and saves hassle and stress.

I do admit that the odd one slips through. But I have most of my food shopping receipts going back a year. Just binned the ones from the start of 2005.

I have virtually all my telephone/electric/gas bills going back 8 years. And I have nearly 7 years worth for a property that I don't even own any more.

It only take a few mins to put a receipt somewhere safe than have tons of hassle trying to get your money back and having to find credit card statements or bank statements that you have probably lost as well. And you bank/credit card provider may well charge for them as well.


Yours


Calley

shell9

Hi paid by cash, I do usually keep all receipts but typically I've mislaid this one, sods law I suppose!

laurz121

Any proof of purchase will do

Bossyboots

laurz121 wrote:

Yu don't need a reciept to return a faulty item, it is upto the shop to prove that you didnt purchase the item from them.

I have just finished a trading law course at work (a well known diy chain) and on that course we were told that the law states customers do not need to prove they bought the item from us, we have to prove they didnt.

This is what the DTI say in relation to the Sale of Goods Act under their frequently asked questions section

Q7. Do I have to produce a receipt to claim my rights?

No. In fact the trader doesn't have to give you a receipt in the first place so it would be unfair to say that you had to produce one. However, it might not be unreasonable for the shop to want some proof of purchase, so look to see if you have a cheque stub, bank statement, credit card slip etc., and this should be sufficient.


I find it really strange that you should have been told differently. I have been in two different large stores recently where people returning goods with no proof of purchase whatsoever have been sent away. In any situation you need to prove you have entered into a contract with a company before they need to accept liability and there is no reason for this to be different with a shop and its responsibility for repair/exchange/refund. They do not have to take a customer's word for it that they bought the item there, they are entitled to proof of the contract that exists. As stated, that does not need to be a receipt.