Can retailers refuse to give a refund?

scoot10

Hi there, purchased a pair of boots whilst opening a store card to enable me to get discount on them at the All Saints shop in Derby, wasn't sure about them so asked an assistant if I could take them back to the Nottingham store where I live, and was led to believe I could. Returned the boots the next day (woman's prerogative!) while obviously within the credit card cooling off period. All Saints insisted that they have a no refund policy and said there must have been a misunderstanding between myself and the sales assistant in Derby. I had to take a credit note even though I didn't want one and I also want to cancel my agreement with the card. I would be allowed to cancel the agreement with the card as long as I get a refund from the store but they are refusing. What are my consumer rights and does anyone know of a loophole?

Antispam

Legally unless the shoes are faulty or not as described under sale of goods act then no they dont have to

OlliesDad

The store are right in saying that they dont have to give you a refund unless the items are faulty.

In order to take advantage of a cooling off period you have to pay the outstanding amount off (i.e you cant run up a bill and then say you dont want the credit anymore)

scoot10

Thanks, so does that mean if I pay the outstanding amount in full to the credit card, there is a chance I can claim it back as part of the cooling off period?

OlliesDad

The cooling off period just means that you no longer wish to have a credit facility and this will close. It does not give you any extra rights in terms of returning unwanted items

hollydays

A number of shoe shops seem to be telling customers that they can return items ( for an exchange or credit vouchers).They are NOT saying that the goods can be refunded.There have been numerous posts on this board on exactly the same subject.(OFFICE)

You needed to ask " will you give me a refund",not "can I return them?"

Pay off the balance,then close the account.

Brooker_Dave

scoot10 wrote: »

Hi there, purchased a pair of boots whilst opening a store card to enable me to get discount on them at the All Saints shop in Derby, wasn't sure about them so asked an assistant if I could take them back to the Nottingham store where I live, and was led to believe I could. Returned the boots the next day (woman's prerogative!) while obviously within the credit card cooling off period. All Saints insisted that they have a no refund policy and said there must have been a misunderstanding between myself and the sales assistant in Derby. I had to take a credit note even though I didn't want one and I also want to cancel my agreement with the card. I would be allowed to cancel the agreement with the card as long as I get a refund from the store but they are refusing. What are my consumer rights and does anyone know of a loophole?

There's no law making shops take stuff back if you change your mind.

There's no credit card cooling off period either.

Good luck with your new boots.

PinkPig

If a particular salesperson incorrectly told you that you could have a refund, then keep complaining - probably best to talk to the original store though.

If they just said "you can take them back" then that's ambiguous and it could equally mean only for a credit note or exchange.

There's no automatic right for a refund unless the goods are faulty or unfit for purpose. The credit (or store) card cooling-off period has nothing to do with it.

Paparika

You can't take shoes back because you don't like them, they can't sell them.
It's like if i bought a pair of undies and decided later that i didn't like the colour, tough i can't return them.

I am not saying you do.. but what if you had a verruca, i certainly wouldn't want to put my feet in those shoes.

glitter123

Paparika wrote: »

I am not saying you do.. but what if you had a verruca, i certainly wouldn't want to put my feet in those shoes.

Surely that could be the case just by someone trying them on in the shop and then not purchasing?

Torby

hope the stitching doesn't become unpicked.....unfortunately in a case like that because you are unable to confront the actual sales person who made the statement....no one else will probably believe you...in cases where you can speak directly to the sales person and their immediate superior....your only option is to suggest someone is telling porkies ....and its not you....you still may not get a result....remember the return of goods under the sale of goods act only covers item that are faulty, not fit for purpose etc...so if the stitching...or any other part was faulty....scrutinise the product with a fine tooth comb for any defects....

and learn the lesson....get the sales asst to write on the receipt if an exchange or return is possible...we used to do it when people bought wedding gifts....saves embarrassment...and if they wont put it in writing....DONT purchase...