Explanantion Of Returns Policies Prior To Purchase

quirkygord69

We all know that it would be good customer care to be informed of any possible returns procedures prior to purchasing an item, however this is very rarely done. So my question is this. Is a retailer obliged to inform customers of their terms & conditions prior to selling them items. Here is a few examples:

Some electrical retailers have policies whereby they reserve the right to have items that are returned to them tested prior to issuing a replacement/refund for the item. This may involve waiting a couple of weeks while the item is returned to an engineering department before you receive your replacement/reimbursement. They also refuse to accept items as incompatable/unsuitable if the packaging has been opened.

Do these type of policies have to be explained to the customer before they purchase any items??

KeithP

quirkygord69 wrote: »

We all know that it would be good customer care to be informed of any possible returns procedures prior to purchasing an item, however this is very rarely done. So my question is this. Is a retailer obliged to inform customers of their terms & conditions prior to selling them items. Here is a few examples:

Some electrical retailers have policies whereby they reserve the right to have items that are returned to them tested prior to issuing a replacement/refund for the item. This may involve waiting a couple of weeks while the item is returned to an engineering department before you receive your replacement/reimbursement. They also refuse to accept items as incompatable/unsuitable if the packaging has been opened.

Do these type of policies have to be explained to the customer before they purchase any items??

I'm finding it difficult to understand why it should be necessary.

The shop cannot have T&Cs that restrict or remove your statutory rights.

In your first example, if the item is being returned because you have decided you don't want it, then firstly the shop does not have to accept the return. If they do accept it, which is in addition to your statutory rights, then it is perfectly reasonable for them to test to check it is still good, don't you think?

Your second point, about opened/damaged packaging, can also be legimately used when the goods are being returned when they are not faulty... e.g. you have changed your mind. Remember, they do not have to accept this type of return at all, and can impose their own restrictions.

I imagine the best thing to do is to ask about it at the time of purchase.
It would make the buying process too cumbersome to have it spelt out each time you bought anything, wouldn't it?

KeithP

quirkygord69 wrote: »

We all know that it would be good customer care to be informed of any possible returns procedures prior to purchasing an item, however this is very rarely done. So my question is this. Is a retailer obliged to inform customers of their terms & conditions prior to selling them items. Here is a few examples:

Some electrical retailers have policies whereby they reserve the right to have items that are returned to them tested prior to issuing a replacement/refund for the item. This may involve waiting a couple of weeks while the item is returned to an engineering department before you receive your replacement/reimbursement. They also refuse to accept items as incompatable/unsuitable if the packaging has been opened.

Do these type of policies have to be explained to the customer before they purchase any items??

I'm finding it difficult to understand why it should be necessary.

The shop cannot have T&Cs that restrict or remove your statutory rights.

In your first example, if the item is being returned because you have decided you don't want it, then firstly the shop does not have to accept the return. If they do accept it, which is in addition to your statutory rights, then it is perfectly reasonable for them to test to check it is still good, don't you think?

Your second point, about opened/damaged packaging, can also be legimately used when the goods are being returned when they are not faulty... e.g. you have changed your mind. Remember, they do not have to accept this type of return at all, and can impose their own restrictions.

I imagine the best thing to do is to ask about it at the time of purchase.
It would make the buying process too cumbersome to have it spelt out each time, wouldn't it?