Lost receipt. Can I still exchange faulty item?

Protocol45

As the title may suggest, I popped into Currys at the start of the month and bought 2 items, a keyboard for £100 and a laptop for my mum for her birthday (paid on my debit card).

Now 20 days later the keyboard has developed a fault which when contacting the manufacturer (Razer) inform me that I should get the item replaced.

But, I don't have the box, manuals or the receipt. What are my chances or taking the keyboard to currys and getting a swap?
Zero?

shaun_from_Africa

Legally all you have to provide is proof of purchase and this can be a receipt, credit card statement, bank statement etc, and as you paid with a debit card then you should tale along a copy of your statement for the date concerned.

Many stores will try and tell you that only a receipt is good enough but according to Trading standards this is not the case.

Protocol45

Thank you. Just one more issue, do I also have to bring all the original packaging? Currently, I just have the keyboard, no manuals, no books, nothing but the keyboard itself.

shaun_from_Africa

The packing shouldn't be an issue, but if you are trying for a refund then I think that Currys can insist on everything that was originally supplied being returned.

If you just want an exchange then they may well just take the keyboard and possibly take the manual from the new item.
All you can really do is to pop into the store and see what they state.

Protocol45

Ok, but can they refuse to exchange the item because I don't have the packaging? II just to want to be ready to quote them some legal document if they try anything.

CoolHotCold

Hey, just a little heads up, so long as you know exactly (within a week helps) when it was purchased and how it was purchased the guys in the store can find your receipt, and so long as it is faulty (they may try it in store) the packaging doesn't matter.

If you are swapping it over for exactly the same model they will probably take the packaging off the new one and only replace what you've brought in.

MeanParent

If it is faulty they have the option to repair, replace or refund. It is their choice to make.

The other posters are totally correct re proof of purchase, your card statement will suffice. Take it with you.

(A receipt is not required because shops are not legally required to provide receipts.)

Jakg

IF it's a product who's repair route is an instore swapover, then the lack of packaging should not be an issue - in this situation I would simply retain the box / packaging from the new keyboard, to put the old keyboard in.

Did you buy the laptop on the same receipt as the the keyboard? That would make it very easy for them to find the purchase.

Protocol45

Thank you all for the replies.
Just to clarify and to help myself out a bit more:

Im worried the following conversation will happen:

Me- In here to exchange this keyboard as its faulty, here is the receipt.
Them- Do you have the original packaging?
Me- No.
Them- Then we can't do anything sir.
Me- Can't you just keep the packaging from another one?
Them - We can't do that sir sorry.

And knowing the store I go to, that conversation will happen, exactly like that.
Is there anything I can quote, refer to, which will help me out further?
I'm sorry If this is a dumb question, but I would rather be prepared for everything.

unholyangel

Protocol45 wrote: »

Thank you all for the replies.
Just to clarify and to help myself out a bit more:

Im worried the following conversation will happen:

Me- In here to exchange this keyboard as its faulty, here is the receipt.
Them- Do you have the original packaging?
Me- No.
Them- Then we can't do anything sir.
Me- Can't you just keep the packaging from another one?
Them - We can't do that sir sorry.

And knowing the store I go to, that conversation will happen, exactly like that.
Is there anything I can quote, refer to, which will help me out further?
I'm sorry If this is a dumb question, but I would rather be prepared for everything.

Many a time i've geared myself up for a argument with a store after hearing bad stories about them on here, only to have no trouble at all!

The advice i would give is to remain polite. Sometimes stores will be awkward just because a customer is demanding, rude or declaring "i know my rights" before going on to show that they dont know them at all While you are within your rights to have this dealt with, it doesnt hurt to remain nice and polite so that it is dealt with quickly and without hassle.

I doubt they will refuse to deal with it simply because you do not have the packaging but if they do, ask for the contact details of their head office or customer services department, make a note of the name of the person you spoke to, the date and the time.

Take things as they come If you need more help, we're here and if you're interested in learning about consumer rights.....check the sticky threads and feel free to contribute on other threads. You'll learn a lot just sticking around here Good luck and dont forget to tell us how you get on!

CoolHotCold

Protocol45 wrote: »

Thank you all for the replies.
Just to clarify and to help myself out a bit more:

Im worried the following conversation will happen:

Me- In here to exchange this keyboard as its faulty, here is the receipt.
Them- Do you have the original packaging?
Me- No.
Them- Then we can't do anything sir.
Me- Can't you just keep the packaging from another one?
Them - We can't do that sir sorry.

And knowing the store I go to, that conversation will happen, exactly like that.
Is there anything I can quote, refer to, which will help me out further?
I'm sorry If this is a dumb question, but I would rather be prepared for everything.

This won't happen, you are building your self up for a fight that doesn't exist. But keep us updated on how the exchange works for you.