Returning Faulty goods with credit card statement as proof of purchase

noodles9999

I bought a jacket from River Island 3 weeks ago and have worn it 3 times. I noticed last night it was pulling away quite badly at the seam and went into the store to refund/swap it with my credit card statement as proof of purchase as I had thrown the receipt away.

I was told that as a store policy they do not accept credit card statements as proof of purchase; I thought that this was acceptable proof for faulty goods by law? If this is the case, are stores allowed to have policies which contradict their legal obligations? What's the point of having a law if stores do not have to abide by them?!

Incidentally the manager refunded me as goodwill, but it would be useful to know for future whether stores can legally refuse this as proof of purchase?

Thanks!

Jess

Viberduo

As far as I know you are right, the problem is proving what the purchase was for originally.

unholyangel

SoGA only states proof of purchase, which theoretically could even be an eyewitness.

However under SoGA, once you have accepted the goods (which usually occurs by a reasonable time passing without you informing the seller that you reject the goods)...you can request one remedy over another (repair, replace, refund - which can be partial to take into account use you have had) but they can refuse if its disproportionately costly in comparison to other remedies. If acceptance hasnt occurred, you can insist on a refund.

Store policies are over and above your statutory rights and cannot overrule those statutory rights. But a lot of retail workers are completely unaware of consumer legislation - such as the SoGA and take their "policy" to equal law.