Does a shop have to have its returns policy within eye sight?

sophie80

My boyfriend bought me a necklace and earring set from David Deyong for Christmas but I didn't like them so we tried to take them back. We were told that they offer do refunds and only offer exchanges and they they do not refund or exchange earrings at all due to hygiene reasons. When we asked where their exchange policy was, the member of staff pointed to a sign on top of a high glass display unit which was not at all visable when you were paying - you had to turn around when at the cash desk and look up. If my boyfriend had known that a return or exchange was not possible at all on the earrings he would never had bought them. They have not been worn at all, in fact I hadn't even taken them out of the box! We asked for the head office email address and left with the original necklace and earring that we had tried to return.

What I want to know is, does a shop have to have it's exchange/return policy within clear sight when paying for goods?

frugal_mike

You have no right to return items due to change of mind unless they have terms or conditions saying you can, so not seeing a return policy would mean you should expect not to be able to return anything due to a change of mind. They don't have to make you aware they don't accept returns due to change of mind before you buy.

Hintza

If you see nothing to the contrary assume their isn't one.

marliepanda

Non exchange of earrings is pretty standard. Even retailers with very good policy's like marks and spencer exclude earrings from that (or did many moons ago when I worked for them in college)

As said above, your rights are above what they legally have to offer so they've done nothing wrong.

powerful_Rogue

I doubt you would be able to return them even if you did see the policy.

Most places such as Argos state:

We're sorry but some items like earrings, foot spas and dental products can't be exchanged or refunded for hygiene and safety reasons, unless they're faulty.

Takeaway_Addict

sophie80 wrote: »

My boyfriend bought me a necklace and earring set from David Deyong for Christmas but I didn't like them so we tried to take them back. We were told that they offer do refunds and only offer exchanges and they they do not refund or exchange earrings at all due to hygiene reasons. When we asked where their exchange policy was, the member of staff pointed to a sign on top of a high glass display unit which was not at all visable when you were paying - you had to turn around when at the cash desk and look up. If my boyfriend had known that a return or exchange was not possible at all on the earrings he would never had bought them. They have not been worn at all, in fact I hadn't even taken them out of the box! We asked for the head office email address and left with the original necklace and earring that we had tried to return.

What I want to know is, does a shop have to have it's exchange/return policy within clear sight when paying for goods?

Not many shops would accept earings back to be fair, hygiene and all that.

DigForVictory

No, the returns policy does not have to be visible.
However, in this case, your lad is inadvertently in the wrong & thus a graceful appeal to HQ may shift things but the local store has a policy to uphold & will.
It isn't their job to explain the inherent risks in buying jewellery for other folk, so you need to hope HQ wants a feel good moment & cooperate with any publicity?
Best of luck!

bris

A company doesn't need to even have T&C's so where there are none you have only your statutory rights to rely on.

In this case they are right.

peachyprice

They don't have to display statutory rights. Your statutory right is that you are not entitled to a refund or exchange just because you don't like something or have changed your mind.