Return policy

tjanec1212

We have a shop selling lots of giftware and homeware. On the counter there is a clear sign stating that we only offer an exchange of goods or credit note if a customer would like to bring back the goods in the original condition in the original packing within 7 days of purchase. However, this doesn't affect their statutory rights.

Most of the customers bringing back goods have accepted the credit note or exchange without problem. A couple of customers insisted on having their back and asked nicely; we did give their money back.

Occasionally we get the really nasty ones that shout, scream and threat once we tell them that refunds can not be issued. Today this particular customer even screamed out that he would smash all the goods if refunds were not be issued. Then he walked out of our shop and started swearing at us in front of all of the customers who wanted to come in . I told him that if he smashed anything, he would be spending his Christmas in the hospital, I gave his money back and told him never to come back again.

What is your suggestion on the return policy? Do you think we should just give refunds without question?

If we used to issue refunds without question, we had customers buying Christmas decoartion last year before Chritmas and then bringing them back after Chrstimas.

Any opinion is welcome. Thanks.

McKneff

To be honest, i think you are being very generous. If i had a shop i wouldnt
actually have a returns policy unless anything was faulty.
I dont understand why someone would buy something then take it back. They have no rights at all if they want to return an item.

In saying that i would really judge each case on its own merit. But its your business and your trying to make an honest living

Personally i would have called the police and had him lifted for threatening behaviour or warned him that you were going to.

KimYeovil

You should not have returned his money. As you say, use your judgement when people return goods. The threat of a police cell may be more sensible than a hospital bed. But the latter may well be more effective.

I would stand your ground the next time a scrote turns up and not issue them a refund.

[Deleted User]

Isn't there something about a 30 day cooling off period retailers have to observe if someone wants a refund because they have changed their mind? I seem to remember to reading something about this when researching for setting up my own retail business.

McKneff

drinkupretty wrote: »

Isn't there something about a 30 day cooling off period retailers have to observe if someone wants a refund because they have changed their mind? I seem to remember to reading something about this when researching for setting up my own retail business.

No, not if you buy personally from a high streetretailer. I think your probably thinking of
Distant Selling Regulation where you have (i think) 7 days to tell the retailer that you are returning the item that you bought by post and then return it within a reasonable time.

this was on TV the other day, and one thing i didnt realise is that the post and packing fee has to be refunded also. That was a surprise to me because lots of retailers say you will be refunded the purchase price only but they are breaking the law. The consumer has to be put back to where he was with no loss.

paulwf

Things to consider:

- Most high st stores have a no quibble 28 day return policy. Customers will expect you to be the same as the high st. It's an assumption many people take as fact not even thinking what the law actually says.

- The highest spending customers are often those that use the returns policy the most, a generous returns policy will give them confidence

- How much does it cost you to accept returns? Assuming your policy is only to take items in original packaging hopefully not much, although it depends on the nature of your business.

- Don't do things just out of principal (or spite), you are a business and should just take the most efficient course of action and move on. You've more important things to focus on like making money.

- This is a personal thing but I dislike shops that go to the length of displaying a short returns policy so prominently. It makes me think the shop is being unfriendly (and stingy) and gives me a bad first impression. This is just my personal opinion.

On another personal note I've had to deal with some returns on big ticket items and it does hurt. It does seem unfair that the customer has given so little thought, especially after Christmas when they return duplicate presents...why can't the other person return theirs? At the end of the day though if the item is still saleable I think just refund and move on is best...retailers incur many types of expenses and this is just one of them.

BTW do you have an EPOS system to log all purchases? If so obviously make sure you can verify with the customer when the item was bought so you rule out the scam of an item being stolen then returned to obtain cash.

borders_dude

I like the proof of purchase thing, I was nearly battered the guy serving me in coment because he wouldnt take something back simply because i didnt have the reciept. I told him proof of purchase doesnt have to be a reciept so check the store CCTV and you will clearly see my paying for the item.

He relented in the end.

Savvy_Sue

paulwf wrote: »

- This is a personal thing but I dislike shops that go to the length of displaying a short returns policy so prominently. It makes me think the shop is being unfriendly (and stingy) and gives me a bad first impression. This is just my personal opinion.

However, if there IS a clear returns policy, it annoys me immensely if it's hidden behind the till where you can't clearly see it! Especially if you then find you need to return something ...

To be fair, if I'm in any doubt these days I usually check that I will be able to swap / return, and I wouldn't buy if I wasn't confident or couldn't return.

tjanec1212

We had one customer buying two bunches of gold twig lights before Christamas and bringing them back in January. She complained that they didn't work and asked for money back, but when we tested them in front of her, every single bulb worked. Then she just suddenly flew into a rage and shouted that she wanted her money back.

It was obvious that she used them for Christmas and then wanted her money back after Christmas when she didn't need to use them.

We gave her the money back in the end and had to sell the gold twig lights at half the price in January sale.

It is annoying to be used in this way.

paulwf

tjanec1212 wrote: »

We had one customer buying two bunches of gold twig lights before Christamas and bringing them back in January. She complained that they didn't work and asked for money back, but when we tested them in front of her, every single bulb worked. Then she just suddenly flew into a rage and shouted that she wanted her money back.

Sounds like you did the right thing by testing them. She now knows she has been exposed and won't try it on again or tell her friends to do so. Meanwhile you stopped the situation escalating by giving her her money back and at the end of the day probably only lost 10% or so of the value.

Painful customers are unfortunately part of retail, luckily there are so many nice customers that more than make up for it.

charldde

hi,
i work for a high st retailer who also offer the same returns policy as you (with a longer timeframe) We also have a sign at the till, but, i find it is rarely taken notice of!! i find it helps to verbally explain the returns policy to each customer at the time of purchase. Doing this has limited the amount of people asking for a refund and also encourages the customer to ask more questions. I make sure all my staff explain the policy too. * all our items are exchange only, is that ok * ? or *if you change your mind you can return your item within 7 days for an exchange only, is that ok* ? i always ask * is that ok* ? because when they realise they are being asked a question, if they wasnt paying attention before they are now lol.
TBH we havent lost many sales and MOST genuine customers are not bothered by our policy, we only seem to have problems when some one thinks if they shout and scream loud enough or they think they know know the law better than us, we will relent. unfortunaty for them i always abide by my companies rules, you on the other hand can use your own discretion.
HTH
charene