Shop manager after advice

Mattyc103

Yesterday monday the 19th of December had a lady come in to buy a bracelet. The lady had been coming in on various occasions to look at the bracelet and her husband had been in too and seen it. Yesterday the lady came in and brought the bracelet which was meant to be £180 and I said would sell it for £140. About half an hour to an hour later she came back saying her husband didnt like it. Our policy is that if you want to bring something back you can exchange it, but if its faulty then a full refund is given, but it wasnt, she wanted her money back. In the end she was saying her blood pressure was going up etc etc and I was stating that she could have a credit note. But in the end I gave her the money back to really shut her up. What are the polices a shop has in this situation?

thanks

McKneff

She had no rights at all if she just changed her mind.

Faulty, she had a right to a replacement, repair or refund, your choice.

I'm fairly surprised as a manager you didnt know that to be honest,

Mattyc103

I did know just wanted to make sure thats all, just in case the laws had changed as its so hard to keep upto date with them sometimes thats all.

Mattyc103

Is there anywhere I can read up on the laws to keep upto date though?

nomoneytoday

They are on this site

Goods must be of satisfactory quality and fit for purpose.
Refunds only have to be given for mail order customers under the DSRs
Otherwise you only need to refund / replace / repair if there's a fault.

With hindsight I would have only refunded the customer if you think they may come back later and spend more or become a long term spender

Mark_Hewitt

Mattyc103 wrote: »

Is there anywhere I can read up on the laws to keep upto date though?

Google Sale of Goods Act, make sure you read the one on the governments own website - not a summary produced by third parties.

You don't have to worry about distance selling if you are only retailing to people in person.

tbh I think you did the right thing giving a refund, a little bit of goodwill goes a long way, as said upthread she might come back and buy more (then again she might not!) but if you'd refused a refund she certainly would never return.

McKneff

nomoneytoday wrote: »

They are on this site

Goods must be of satisfactory quality and fit for purpose.
Refunds only have to be given for mail order customers under the DSRs
Otherwise you only need to refund / replace / repair if there's a fault.

With hindsight I would have only refunded the customer if you think they may come back later and spend more or become a long term spender

Good point there..............