MSE News: Revealed: 13 major stores' web return rights are WRONG 1 March 2016 at 10:07PM in Consumer rights 36 replies 5.6K views

[Deleted User]

nickcc wrote: »

I'm aware that this is not a legal entitlement but it is company policy.

My point is that this is a Forum about Consumer Rights.
You simply have a complaint about a failure by a company to adhere to it's own returns policy.

wealdroam

Moneyineptitude wrote: »

My point is that this is a Forum about Consumer Rights.
You simply have a complaint about a failure by a company to adhere to it's own returns policy.

Are traders only obliged to supply according to statute?

Perhaps you saying that a consumer doesn't have a right to insist that the trader complies with a contractual obligation?

Or to put it another way, does the consumer have a right to insist that the trader does what he says he will do?

steampowered

Moneyineptitude wrote: »

My point is that this is a Forum about Consumer Rights.
You simply have a complaint about a failure by a company to adhere to it's own returns policy.

I would have thought that something in the customer policies published by B&Q would form part of your contract with B&Q, so you could sue them for breach of contract if they breach it.

[Deleted User]

steampowered wrote: »

I would have thought that something in the customer policies published by B&Q would form part of your contract with B&Q, so you could sue them for breach of contract if they breach it.

Are you really suggesting seriously that the OP should sue B&Q for demanding a paper receipt in order to process a refund?

I have no access to the terms and conditions supposedly offered to B&Q "Diamond Club" members, but I suspect there has a been some misunderstanding rather than outright contract breaking.
Can the OP actually view the sale in question online as part of his Diamond membership? More importantly, are B&Q shop staff able to view it?

Lots of questions which, I suspect, only B&Q can answer.

wealdroam

nickcc wrote: »

As a Diamond club member I checked the B&Q website which clearly stated that no paper receipt was required for returns or exchanges as the on line receipt was all that was required.

Please can you provide a link to that part of the B&Q website where you saw that clear statement.

I have looked and the best that I could find was:



It looks like they are emailing you your receipt and expect you to either print it (or perhaps otherwise display it) when making a return in store.

wealdroam

Looks like nickcc is no longer interested in this and has abandoned this thread.