New Debenhams return policy 2020

gazter

Was in Debenhams over the Christmas period buying a shirt and I noticed a sign at the service desk. That from the first of January they would not accept any returns without a receipt. No exception. Understandable I guess, but they also detailed things that they would not accept as an alternative to a receipt. They would not accept a bank statement with a transaction itemised.

It was very clear that there was to be no exceptions.

Does this seem lawful? Surely it’s up the customer to show they purchased the goods in the absence of a receipt, and a transition on a statement, along with other corroborating evidence should be enough.

It will be a pain when people do it, but every transaction is traceable and their systems will be able to show that x shirt and y jumper for £48.73 on the 27th December was purchased at this store.

[Deleted User]

If its a change of mind return they can impose any conditions they like for in store purchases.

soolin

camelot1971 wrote: »

If its a change of mind return they can impose any conditions they like for in store purchases.

That is absolutely correct and something that so many people don't realise- any refund for a change of mind is a goodwill gesture anyway.

So many threads on various forums at the moment with people demanding 'their rights' and moaning that shops won't take back unwanted gifts, with no receipts- or if they do they will only give back the scanned price that shows up. My sons all worked retail while at uni and said they would be millionaires if they had a pound for everyone who came in demanding a change of mind refund as they 'KNEW THEIR RIGHTS', when they clearly didn't.

nyermen

For goodwill, they can set any conditions they like, absolutely. Where you do have "rights" to return - then I presume proof of purchase could be beyond a receipt?

My frustration generally with "I KNOW MY RIGHTS" is that as a result, the staff are generally told not allow anything and we have to jump through extra hoops when we do know the rules. Issues eg. within 30 days of purchase and the retailer refusing to even look at the product and saying "contact the manufacturer" being a common one.

eddddy

gazter wrote: »

Does this seem lawful? Surely it’s up the customer to show they purchased the goods in the absence of a receipt, and a transition on a statement, along with other corroborating evidence should be enough.

That would be the case if you were returning the item because it was faulty (i.e. the item was not satisfactory quality, was not fit for purpose or was not as described).

But, as others say, if you just 'change your mind', the store can set whatever rules it chooses for returns.

gazter wrote: »

It will be a pain when people do it, but every transaction is traceable and their systems will be able to show that x shirt and y jumper for £48.73 on the 27th December was purchased at this store.

In theory, this could be possible - but it's not really realistic or reasonable.

e.g. I lie and say I bought this white t-shirt with cash on 27th Dec (or maybe it was 28th or 29th Dec?), and hope that they find a cash transaction for a white t-shirt on one of those dates.

...and waste 10 mins of the assistant's time looking for the transaction, whilst the queue builds up behind me!

soolin

nyermen wrote: »

For goodwill, they can set any conditions they like, absolutely. Where you do have "rights" to return - then I presume proof of purchase could be beyond a receipt?

My frustration generally with "I KNOW MY RIGHTS" is that as a result, the staff are generally told not allow anything and we have to jump through extra hoops when we do know the rules. Issues eg. within 30 days of purchase and the retailer refusing to even look at the product and saying "contact the manufacturer" being a common one.

I would hope staff could differentiate between a change of mind return and a refund for faulty goods!

gazter

soolin wrote: »

That is absolutely correct and something that so many people don't realise- any refund for a change of mind is a goodwill gesture anyway.

So many threads on various forums at the moment with people demanding 'their rights' and moaning that shops won't take back unwanted gifts, with no receipts- or if they do they will only give back the scanned price that shows up. My sons all worked retail while at uni and said they would be millionaires if they had a pound for everyone who came in demanding a change of mind refund as they 'KNEW THEIR RIGHTS', when they clearly didn't.

I know change of mind is discretionary. But the suggestion is it is a blanket refund policy.

TadleyBaggie

Their refund policy can't override your consumer rights.

KatrinaWaves

gazter wrote: »

I know change of mind is discretionary. But the suggestion is it is a blanket refund policy.

Are you sure? What does it actually say? Does it say anywhere 'this does not affect your statutory rights.'?

You not understanding the sign does not make the sign 'unlawful'

DoaM

KatrinaWaves wrote: »

Does it say anywhere 'this does not affect your statutory rights.'?

That in itself may be unlawful (in terms of unclear signage).

KatrinaWaves

DoaM wrote: »

That in itself may be unlawful (in terms of unclear signage).

Until we know what the sign says why are we deciding the sign is unlawful?