NEXT won't exchange or refund sealed gift set

vicx

Hi, I'm hoping someone here will be able to tell me where I stand and what my rights are.

I purchased two fragrance gift sets from Next a few days ago (for a christmas present). When I got home, my mam had told me she had purchased the same ones so I took them back to Next today with the receipt and was refused a refund or even an exchange. Both gift sets have not been opened which they could see but they said refunds / exchanges can't be given on toiletries for health & safety reasons (I think she meant hygiene reasons).

When I purchased these gift sets I asked if they could be returned if they were unwanted and I was told yes as long as I kept my receipt and the gift sets had not been opened which they havent. I explained this to the staff today and she went to speak to the manager but I was still refused an exchange or refund.

I don't understand why they wont exchange these items when they have not been opened. Other stores allow you to return perfume/body lotion gift sets for a refund or exchange and those type of gift sets can easily be opened and tested before a store return as they don't seal gift sets but these gift sets I bought from Next are well packaged and the seal / packaging would need to be broken to test the contents.

What are my rights?

It does say on the back of the receipt that they don't refund / exchange toiletries but I was told differently when I purchased these items (and would not have purchased anything that could not be returned since they are christmas gifts) so should I have been offered an exchange or refund?

Thank you for any help.

Jakg

Your rights are 0. They dont have to return anything because you dont want it.

aliasojo

vicx wrote: »

.... so should I have been offered an exchange or refund?

Afraid not. There's nothing wrong with them, they just are no longer suitable for you, that's not the store's fault so they dont need to refund.

Whoever told you that you could take them back clearly made a mistake. Since you have no way of proving who told you what, you have no comeback. Sorry.

vicx

I was offered a Gift Receipt when I purchased these 'non returnable' items. Surely that is enough proof that I was told these items could be returned for an exchange / refund?

aliasojo

vicx wrote: »

I was offered a Gift Receipt when I purchased these 'non returnable' items. Surely that is enough proof that I was told these items could be returned for an exchange / refund?

You could try to argue the case on that basis and hope for some goodwill but you have no firm grounds imo. A gift receipt means nothing.

Is there another branch of Next near to you? Perhaps you could try eleswhere in the hope a different assistant may be lenient or unknowing of store policy.

neilmcl

vicx wrote: »

I was offered a Gift Receipt when I purchased these 'non returnable' items. Surely that is enough proof that I was told these items could be returned for an exchange / refund?

In that case hang on to them until after Xmas and then try and return them as an unwanted present.

dmg24

neilmcl wrote: »

In that case hang on to them until after Xmas and then try and return them as an unwanted present.

The gift receipt may have been offered for returns due to the item being faulty.

Lip_Stick

The op should be entitled to a refund as she was told she could have one. A verbal agreement was made. They can't say one thing before an item is purchased, then say another (via the back of the receipt) after purchase. A person has no statutory right to exchange a gift item just because someone else has one already, but they do have that right if they are told they can at the pos.

But, it's proving what was said that's the problem.

irishjohn

Did you accept the gift receipt?

neilmcl

dmg24 wrote: »

The gift receipt may have been offered for returns due to the item being faulty.

Most retailers are usually inundated with unwanted gift returns after Xmas, partly the reason for the gift receipt and extended returns period, and will usually accept the return without much hassle.

sazziecee

I bought fragrance sets today along with some clothes and was asked if I wanted gift reciepts, I said yes and then she said "But I won't be able to give you any for the perfumes as they are non-returnable" and I said it was fine.

I think the person who served you was probably mistaken and/or not fully trained on the exclusions policy. Perhaps a xmas temp?

I know it's annoying, but if its printed on your reciept I don't think there is anything you can do.

I would just put them away somewhere for presents to be given for birthdays throughout next year