MSE News: Shoppers unsure of refund rights 9 March 2010 at 1:05PM in Food shopping & groceries 7 replies 1.4K views

Former_MSE_Guy

This is the discussion thread for the following MSE News Story:

"Almost two-thirds of shoppers are less likely to return goods bought online than in store, even though they can ..."

Read the full story:
Shoppers unsure of refund rights

[Deleted User]

"Consumers buying online have the same rights as those shopping on the high street with an extra seven working day "cooling-off" period."

Surely the company could say "Return for a refund within 30 days, unless you bought online, in which case you get 21 days for a goodwill refund, and you have to be wearing a banana costume when you get your refund if it's in store"? Seeing as they call the shots on goodwill refunds?

blind-as-a-bat_2

Did anyone stop to ask if the customer did take advantage of the seven day rule, if they where aware all postage, both delivery and return must be paid by the customer in many cases?

Now it does depend on the purchase, but in cases of a small value purchases it makes the seven day 'cooling of period' pointless, as in the end it could cost more than the goods ordered, so even if the consumer knew, they would be unlikely to bother

geordie_joe

The problem with these polls is most of the people who take part in them are only doing it for the money. They don't care what the questions are, they just care about ticking enough boxes to get paid.

They also don't want to get screened out, and so not get paid. So they look at a question like "Do you know your rights when buying and returning goods"

They think "Well nobody is going to want to know about people who DO know their rights, so they must be wanting people that don't *. OK, if I tick YES I will get screened out and not my £1 for completing the survey, but if I tick NO and carry on as if I haven't got a clue about my rights I'll earn a quid".

* Think about it, a press release saying "99% of people know their rights when buying goods" would be a pretty short and meaningless press release. If it did have more than a title, it could only go on to tell us what we already know. But one saying "99% of people don't know their rights " could fill a book.

It's simple, pay someone to tell you things and they soon learn to tell you what you want to hear. Especially when you "screen them out" if they give an answer you don't want.

markne

I agree, postage is usually what kills online returns. I've had to return a TV in the past (which was faulty) and had to pay ~£10 for the privilege. Also, is there anything to stop companies providing a return address outside the UK?
It should be made very clear how to return goods - we recently ordered from Asda assuming we would be able to return to the store (which we're at most weeks) but the delivery note specified that you could only do this if you picked the order up in store (which we would have done if we'd known).:(

blackribbongirl

The article doesnt exactly explain the rights, it just tells you what people do/dont know.
I have to say that im not very clued up about what i can/can't take back... can anyone very simply explain the policy about refunds & receipts or does it vary from company to company? I assumed you have to have a receipt to get a full refund, and without one you get an exchange.

(sorry if this is a really stupid question, im as bad as everyone in that article!)

geordie_joe

blackribbongirl wrote: »

can anyone very simply explain the policy about refunds & receipts or does it vary from company to company?

No, the law applies to all companies equally. Some companies might give you "extra rights", but they are over and above the rights the law says you have.

blackribbongirl wrote: »

I assumed you have to have a receipt to get a full refund, and without one you get an exchange.

You don't need a receipt to get your money back, but you do need to prove you bought it from the shop. Some shops may give a refund without proof you bought the item from them, but this is an "extra" that the shop gives you, it is not your right.

You don't have to accept an exchange or a credit note. If the item qualifies for a refund under the law then you are entitled to your money back. Some shops will try to give you an exchange or credit note, because they want to keep your money. But you can insist on getting your money back.

blackribbongirl wrote: »

(sorry if this is a really stupid question, im as bad as everyone in that article!)

Not a stupid question, if you don't know and don't ask, you'll never know.

If you want to know more just google "The Sale of Goods Act 1979" and you'll find all the info you need. Google "Distance selling regulations" for buying on the internet / mail order etc.

blind-as-a-bat_2

markne wrote: »

I agree, postage is usually what kills online returns. I've had to return a TV in the past (which was faulty) and had to pay ~£10 for the privilege. Also, is there anything to stop companies providing a return address outside the UK?
It should be made very clear how to return goods - we recently ordered from Asda assuming we would be able to return to the store (which we're at most weeks) but the delivery note specified that you could only do this if you picked the order up in store (which we would have done if we'd known).:(

But if it was Faulty, that should have been refunded but only if you issue a claim with proof of the cost usually, did you try claiming it back?, its only if you change your mind you bear the cost, or should be.

Having said that, getting postage refunded for returning faulty goods is not always as easy as it should be, it usually involves another letter to send the reciepts, which if you send it recorded is more cost, but if you dont they never seem to get there, then there is the phonecalls chaseing it up when no one actions the refund, usually to an 08 number etc etc etc