Debenhams/Returning Goods...

*Lottie*

Hi,

I need your guys help on an issue, cant find anything on the main site.

For my birthday recently my partner bought me an Estee Lauder perfume set from Debenhams. However I dont like the perfume and have not used it. He dosent have the reciept anymore, but as all I wanted was store credit I thought that shouldnt be a problem.

When I went into Debenhams, I was directed to the Estee Lauder counter and explained the predicament to them. They refused to take back the item without a reciept. Are they able to do this? If yes, would they be able to accept my partner's bank statement (once it comes through) as proof of purchase if it shows the transaction on there?

Im just a bit confused, the girl was quite insistent that they wouldnt take it back without a reciept, but surely this kind of thing happens all the time?

Thanks for your help...

neilmcl

Three things. Retailers dont have to accept returns just because you dont like the item. Secondly, perfumes are usually exempt from any voluntary return periods due the hygiene element involved. And, finally retailers do not have to accept returns without proof of purchase.

*Lottie*

Cheers for your help and cheery manner! A little bit of sunshine to brighten my day...

I appreciate the first two points but the store did not mention these, their beef was with the fact that I had no reciept, would a statement showing the purchase be classed as 'proof of purchase'??

somethingcorporate

Yes, but they could still refuse under the first two points raised above.

Good luck!

McKneff

*Lottie* wrote: »

Cheers for your help and cheery manner! A little bit of sunshine to brighten my day...

I appreciate the first two points but the store did not mention these, their beef was with the fact that I had no reciept, would a statement showing the purchase be classed as 'proof of purchase'??

Yes, a bank statement would suffice as proof of purchase.
However, it is completely at the discretion of the shop whether they will
take it back even if its completely sealed. You have no actual rights in this situation.
Hope they take it back but i would do it asap.
Could he print one of his internet banking soonish.

Good luck.

neilmcl

Sorry, it wasn't meant to sound as gloomy as it came out.

The main point I was getting at was that a retailer doesn't have to accept a return unless the item is faulty, and then other things come into it. The stores' returns policies are purely voluntary so it would be up to them to decide whether a bank statement would be deemed as sufficient proof. Bear in mind any statement will only show that a certain amount of money was spent on a particular day at a specfied location it wont show that this is the item that was purchased, only a receipt will do that.

Esqui

As their returns policy is in addition to your rights, they can insist on the actual receipt and refuse a card statement if you just change your mind.

vicx

I'm suprised Debenhams refused to exchange without your receipt.
I have a recent Debenhams receipt here and on the back under 'About Returns' it states the following:

We are happy to exchange or refund any item in a fully resealable condition returned to us, with proof of purchase, within 28 days. Without proof of purchase, we will exchange at the current or last selling price for alternative product(s).

I have returned fragrance gift sets to Debehams in the past (with proof of purchase) and was offered a refund or exchange no problem. So they clearly don't have a problem with returns on fragrance.

I returned a bag to Debenhams a few weeks ago without the receipt and she checked the bag over and offered me an exchange.

I would go back in to Debenhams and ask to speak to the Manager, point out what it says on the back of the receipts and see what they say.

GettingItRight

I work in a Debs store but not for the cosmetics warehouses and have never dealt with that type of product. Of course it is not for me to determine what the end result of your returns enquiry should be, but under current laws the seller does not have to provide a refund for reasons you have given. Lauder is one of those warehouses which are available in other department stores etc, so also it could be seen that without a proof of purchase there is no proof that the item was purchased at a Lauder warehouse within a Debenhams.


On a seperate note.....My advice is that anyone buying gifts from Debenhams, to simply ask for a gift receipt as well. That way you have two receipts. The original and gift receipts can be stored seperately and unless you have paid in cash, just hand that gift receipt to person. Otherwise give them the original receipt. Anyone buying gifts from Debs store for Xmas should ask for a gift receipt as these types of receipts are valid throughout most of January. Perfect time to exhange and grab a sale bargain lol
I appreciate and apologise that this is self promtion of the shop I work in, but Debenhams are giving Boxing Day sale vouchers out when people spend at the stores right now. If it helps, they are currently doing % discounts across many of their departments until end of trade on Friday.

vicx

GettingItRight wrote: »

Seperate Note.....My advice is that anyone buying gifts from Debenhams, to simply ask for a gift receipt as well. That way you have two receipts. The original and gift receipts can be stored seperately and unless you have paid in cash, just hand that gift receipt to person. Otherwise give them the original receipt. Anyone buying gifts from Debs store for Xmas should ask for a gift receipt as these types of receipts are valid throughout most of January. Perfect time to exhange and grab a sale bargain lol

Am I right in saying that if you ask for a Gift Receipt, the item(s) which are purchased can only be returned for an exchange, not a refund? Even with the original receipt.

I've noticed on the back of gift receipts from many stores that it says exchange only. Why have stores started to do this?

neilmcl

On the back of a Debenhams gift receipt I have it states

Refunds on gift receipts will be onto a giftcard

If you want a monetary refund they would normally want the original card that the item was purchased from.