Primark Underwear Return Policy

ajc1g11

Hi,

I've got a question regarding Primark's return policy on underwear. I bought a pack of boxers which were in a pack labelled M but turned out to be all sorts of different sizes when I opened the pack. I tried to return them but the guy at customer services told me that underwear cannot be returned. It's not the money I am worried about, I am just curious as to why I cannot return something that was not what it said on the pack (even if it is underwear).

Thanks in advance!

j0nathon2

If what is in the pack is not what it says on the outside of the pack, and not what you was told you was buying, then you are entitled to a full refund. The person on CS is probably just not understanding either you or the rules.

If what is in the pack is what it says outside (i.e. all 'M's), but comparable to another brand the 'M' actually is an 'S' then you are not (unless the size guide is wrong).

ajc1g11

No the labels on the actual underwear are XL, L and M whereas the pack says M. So do I go back there and try to explain the rules or send them a letter? It's only £7 but I really hate it when I am told I can't do something which is pretty much common sense :mad:

Mazzarati2000

Take it back again and if they are still awkward insist on speaking to the manager. Given the issues you had last time it might be prudent to take a note of the relevant section of the sale of goods act with you( apologies, I forget the date). The bit you are looking for is 'as described' etc.

HTH

j0nathon2

ajc1g11 wrote: »

No the labels on the actual underwear are XL, L and M whereas the pack says M. So do I go back there and try to explain the rules or send them a letter? It's only £7 but I really hate it when I am told I can't do something which is pretty much common sense :mad:

Chances are if you get somebody more competent on CS they'll just refund; I'd guess the person you spoke to was new.

If not, argue the case.

Their only reluctance will come from the fact they need to throw away the garments and they can't resell them, but that is their problem not yours. And I would say the odds are there are more packs like this on the shelf, as either somebody in the store has been swapping them around or the factory has packed them wrong.

fluffnutter

If you still encounter difficulty, make sure they know you're not returning the item under their own returns policy for unwanted goods (which can exclude underwear if they want it to), rather that you're returning the item under the Sale of Goods Act because it's not as described. This has nothing to do with their own returns policy.