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Primark have changed refund/exchange policy?

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Primark have changed refund/exchange policy?

edited 30 November -1 at 1:00AM in Shop but don't drop
11 replies 19.5K views
l.c.elliottl.c.elliott Forumite
11 posts
edited 30 November -1 at 1:00AM in Shop but don't drop
I tried to take something back to primark without a receipt but apparently they've changed their policy and will only take items back with a valid receipt - is this true? I thought shops had to offer an exchange if the customer didn't have a receipt? My receipt got thrown out accidentally so I don't have it anymore :-( I'm guessing they'll only take things back without a receipt if it's faulty?
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  • unforeseenunforeseen Forumite
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    Shops don't have to offer any return policy for items bought in store*. So they can set the rules if they do offer returns




    *Your consumer rights in case of faulty goods are not affected.
  • minimad1970minimad1970 Forumite
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    Apparently it's always been their policy, it's just now that they're enforcing it.
  • amclamcl Forumite
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    I tried to take something back to primark without a receipt but apparently they've changed their policy and will only take items back with a valid receipt - is this true? I thought shops had to offer an exchange if the customer didn't have a receipt? My receipt got thrown out accidentally so I don't have it anymore :-( I'm guessing they'll only take things back without a receipt if it's faulty?

    Did you pay by card? I was in the queue at customer service last week and a man was trying to exchange a jacket for a different size without a receipt. At first the assistant declined but then after some polite persistance and him mentioning he paid by card, the assistant spoke to her supervisor and got authority to bring up the transaction on their system using his card details. So I guess it is possible but may depend on the discretion of the assistant or supervisor.
  • jenniewbjenniewb Forumite
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    With faulty items you do not need a receipt. But you do need to show proof of purchase. This is not something Primark can opt out of, it's part of the consumer rights act. It would be different if the item was not faulty, then you would need a receipt and any store would be in their rights to refuse a refund or replacement even if you had a receipt. But not if the item is faulty.
  • Did you pay by card? I was in the queue at customer service last week and a man was trying to exchange a jacket for a different size without a receipt. At first the assistant declined but then after some polite persistance and him mentioning he paid by card, the assistant spoke to her supervisor and got authority to bring up the transaction on their system using his card details. So I guess it is possible but may depend on the discretion of the assistant or supervisor.






    I tried this and they told me they needed the till Details from the original receipt
  • sarahnurse16sarahnurse16 Forumite
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    This happened to me the other day, when I lost the receipt. I couldn't even exchange for a different size. I won't buy anything there again. I don't appreciate being treated like a thief.
  • PollycatPollycat Forumite
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    This happened to me the other day, when I lost the receipt. I couldn't even exchange for a different size. I won't buy anything there again. I don't appreciate being treated like a thief.
    How did they treat you like a thief?


    Why would you expect to return something without a receipt?
    Primark's exchange/refund policy (for change of mind) goes further than the law says they have to.
  • brewthebearbrewthebear Forumite
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    Without a receipt how can you prove purchase. Could have just picked it up off the rack and taken to refund/return till. That is why they have that policy and always have done.
  • soolinsoolin Forumite, Board Guide
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    This happened to me the other day, when I lost the receipt. I couldn't even exchange for a different size. I won't buy anything there again. I don't appreciate being treated like a thief.

    I think you completely miss the point. A change of mind refund is a goodwill gesture, they have no obligation to do so however they allow it with a receipt. It isn't difficult or clever, no receipt means no refund.

    I'm sure they won't miss you as a customer especially if you think not allowing you a refund means they thought you were a thief.
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I volunteer to help get your forum questions answered and keep the forum running smoothly. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to [email protected] (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
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  • soolinsoolin Forumite, Board Guide
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    Without a receipt how can you prove purchase. Could have just picked it up off the rack and taken to refund/return till. That is why they have that policy and always have done.

    My local store had real issues with that under the old rules, it was really blatant. Take something from a shelf, carry it around for a while then pretend to drag it out of a bag when you get to CS and get a refund.

    Absolutely blatant
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I volunteer to help get your forum questions answered and keep the forum running smoothly. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to [email protected] (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
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