Can retailers refuse to give a refund?

Pollycat

PinkPig wrote: »

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.

You need to ask the right question before you buy if there is the slightest chance that you may wish to return the goods simply because 'you don't want them' i.e. as opposed to being faulty.
If you did ask if you

could take them back to the Nottingham store where I live, and was led to believe I could.

then the assistant was correct. You COULD (and did) take them back and you were given a credit note.

If you asked 'can I return these to another store AND GET A FULL REFUND?' and was told 'Yes', then you were misled.

The problem is, a number of high street shops such as M&S, Primark, Next etc offer MORE than the law says they have to when it comes to returning non-faulty goods.
This has led a number of people (3rd post in a few days on exactly the same issue) expecting that all shops have the same policy.

No_Customer_Service_Anymo

This is the very first time I have posted something to a website so please be nice (not really sure what I'm doing).

I have a slightly different problem to the shoe scenario - so here goes.

Debenhams have told me that they will not refund or exchange an International Brand product (in my case a Levi's t-shirt that is the wrong size with all tags on) with or without a receipt. ( I don't have my receipt though).

I asked and they have not (or cannot) show me where this is in their returns policy because the one they hang above their cash registers is different to this "policy".

I also asked why I was not told this at the time of purchase and was told that it was for me to ask about a refund and not for them to tell me that I could not return the item.

I was also promised a refund (kind of) but one staff member. He was putting the value of the t-shirt onto a store card for me to use later when a different sales person intervened and told him not to do so. I was happy with this solution.

Other than saying never use Debenhams again (which I can guarantee I will never do again) does anyone have any suggestions? Is there any way that they can be made to put a sign up that says you cannot return branded items - no way, no how?

Thanks.

No_Customer_Service_Anymo

Well you're right - it's not what I wanted to hear.

All I wanted to do was change a t-shirt from a small to a medium (which they didn't have). I'm really surprised that it can't be done.

But given there are plenty of stores that do offer this service, I will take my money elsewhere.

Just one more thing, their refund policy, above the registers says you can have a refund if you have a receipt. Whilst this doesn't affect me (because I can't find my receipt) it does affect loads of people who get mixed up. Reading that I would not assume branded products were excluded.

stugib

No_Customer_Service_Anymo wrote: »

This is the very first time I have posted something to a website so please be nice (not really sure what I'm doing).

I have a slightly different problem to the shoe scenario - so here goes.

Debenhams have told me that they will not refund or exchange an International Brand product (in my case a Levi's t-shirt that is the wrong size with all tags on) with or without a receipt. ( I don't have my receipt though).

I asked and they have not (or cannot) show me where this is in their returns policy because the one they hang above their cash registers is different to this "policy".

I also asked why I was not told this at the time of purchase and was told that it was for me to ask about a refund and not for them to tell me that I could not return the item.

I was also promised a refund (kind of) but one staff member. He was putting the value of the t-shirt onto a store card for me to use later when a different sales person intervened and told him not to do so. I was happy with this solution.

Other than saying never use Debenhams again (which I can guarantee I will never do again) does anyone have any suggestions? Is there any way that they can be made to put a sign up that says you cannot return branded items - no way, no how?

Thanks.

All the stuff about their returns policy is pretty irrelevant if you had no proof of purchase. Very few stores would offer a refund without knowing you'd paid for it in the first place. I'm pretty sure Debenhams don't make exclusions about branded products for people who have their receipt.

suited-aces

scoot10 wrote: »

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?

:rotfl:

Nice try!

neilmcl

No_Customer_Service_Anymo wrote: »

Well you're right - it's not what I wanted to hear.

All I wanted to do was change a t-shirt from a small to a medium (which they didn't have). I'm really surprised that it can't be done.

But given there are plenty of stores that do offer this service, I will take my money elsewhere.

Just one more thing, their refund policy, above the registers says you can have a refund if you have a receipt. Whilst this doesn't affect me (because I can't find my receipt) it does affect loads of people who get mixed up. Reading that I would not assume branded products were excluded.

I think the salient point here is the fact that you have no receipt. Do you have any proof of purchase at all? This will be the reason why they wont refund you.