Credit note for non faulty goods bought online

zsxd23456

Hi,

I bought a pair of shoes from Quiz Clothing online. They were delivered but unfortunately didn't fit.

I took them back to one of the Quiz shops and was told that they would only give me a credit note/exchange which (at the time) I accepted (this policy is detailed on their website)

However, yesterday I read an article on the BBC stating "distance selling in the EU, which dictate retailers have to offer cash for returns rather than just store credit."

Is this just for returns that are faulty or does this apply to people who have just changed their minds/don't fit? Has Quiz acted illegally by only offering my a credit note/exchange rather than my money back?

It may be worth noting that you can return the goods to Quiz by post in order to receive a cash refund (which isn't convenient for me, hence why I took it back to the store) so maybe this makes it legal for them to only offer credit notes in the physical stores?

Any thoughts? If it is illegal, if someone can point me to the wording that states this in the law (so I can show it to Quiz) I would be very grateful (I tried reading the distance selling regulations and it might as well have been written in Chinese for me!)

Thanks in advance,
Jenni

mazza111

I would imagine it's because you returned them via the Quiz store. If you had returned them by posting them to them you would have received the refund..

That's my take on it anyway, as shops don't need to offer a refund just because something doesn't fit.

OlliesDad

mazza111 wrote: »

That's my take on it anyway, as shops don't need to offer a refund just because something doesn't fit.

They do if the product was bought at a distance. DSR is dictated how the product is bought, not how it is returned.

However, as the OP has accepted the voucher I doubt they can get a refund retrospectively.

SuperHan

mazza111 is correct. The crux of this is that you returned in store. Stores are not required to refund for change of mind, DSRs or no DSRs. The retailer is required to refund, and Quiz says you can do this by returning the goods to their postal address. By taking the items back to the store, you are returning under their returns policy, not DSR, so they can impose any conditions they like, such as only credit notes.

mazza111

OlliesDad wrote: »

They do if the product was bought at a distance. DSR is dictated how the product is bought, not how it is returned.

However, as the OP has accepted the voucher I doubt they can get a refund retrospectively.

Would imagine most shops would. Tesco certainly do, but when they've accepted the voucher.... as you said. Whether it's right or wrong the OP accepted the offer at the time. Whereas it should have been credited to the account or refunded. But I'm guessing they wouldn't do this in store and would have to wait until the item was returned to the warehouse returns dept, rather than from the store..

zoob

If you read Quiz terms and conditions, it states what to do if your returning items under DSR for Refunds. It also states you can't return to stores for refunds.