Refusing to process refunds & exchanges

RSF

I visited a relatively well known clothing shop in our city centre yesterday to exchange a pair of trousers for another size.

However, upon attempting to do so, I was told that refunds and exchanges were not being processed until today, meaning that I now have to take another hour out of my day to take a second trip in to sort such (plus the associated costs of car parking, the mandatory Starbucks, etc.).

The shop was no busier than your average weekend, but the lady who 'served' me cited that it was company policy not to process refunds and exchanges during 'busy' periods.

Are they within their rights to do this?

soolin

RSF wrote: »

I visited a relatively well known clothing shop in our city centre yesterday to exchange a pair of trousers for another size.

However, upon attempting to do so, I was told that refunds and exchanges were not being processed until today, meaning that I now have to take another hour out of my day to take a second trip in to sort such (plus the associated costs of car parking, the mandatory Starbucks, etc.).

The shop was no busier than your average weekend, but the lady who 'served' me cited that it was company policy not to process refunds and exchanges during 'busy' periods.

Are they within their rights to do this?

Yes, they don't even need to have to refund or exchange at all so if they want to impose conditions on their goodwill gestures they can.

whatmichaelsays

As above, they don't legally have to exchange the trousers to start with - it's a goodwill gesture that they are offering and they can impose terms to that.

Secondly, the retailer has the right to refuse to serve any customer for any reason, unless the reason is on the grounds of discrimination.

vicx

The same happened to me last year when I attempted to take something back to Debenhams on the 28th Dec. I was told there was no returns until the 29th so I had to make another trip into town the day after to exchange the item. The store was not even busy either and I was the only one at the checkout.

The only two retailers I know that do this are River Island and Debenhams. There will have been signs up over christmas showing that there will be no returns until 29th December and it might have also stated on the back of your receipt. The stores are usually very busy after christmas, especially Boxing Day and the day after so I can understand why they do it when everyone is going mad in the sales. It's not very nice having to stand in a long queue to be served when almost everyone there before you is returning items, you will be there all day.

Ivory_Tinkler

Next do this as well and I'm pretty sure I've seen it in M&S just after Christmas last year.

Fridge3

whatmichaelsays wrote: »

Secondly, the retailer has the right to refuse to serve any customer for any reason, unless the reason is on the grounds of discrimination.

I take it the OP doesn't have minority status then.;)

DCFC79

My mum experienced this yesterday at bhs but she explained that it was a bit of hassle to get into the store and the assistant said "go on then ill do the refund"

sweetstudent

RSF wrote: »

plus the associated costs of car parking, the mandatory Starbucks, etc.

That's so funny, why should the OP think they need to be compensated for a luxury item?

pimento

A woman in the refunds queue in M&S on Monday told me she told the till person in Debenhams that she was going away for four weeks the following day so would be out of time for a refund. The refund was processed.

I wouldn't have thought of that!

Tozer

In fairness, policy would also apply if exchange / refund was warranted as a result of a faulty item. In which case the retailer would be in breach of contract.

Tozer

sweetstudent wrote: »

That's so funny, why should the OP think they need to be compensated for a luxury item?

Nowhere did OP say he/she wanted to be compensated for anything.