Consumer Rights Act 2015 and receipts

claire111

Hi

Can anyone please point me to the section in the Act which relates to receipts and proof of purchase required to return goods that are faulty ?

I've looked and looked ....

Thanks !

Claire

Undervalued

claire111 wrote: »

Hi

Can anyone please point me to the section in the Act which relates to receipts and proof of purchase required to return goods that are faulty ?

I've looked and looked ....

Thanks !

Claire

Not directly!

However they are entitled to "reasonable" proof of purchase. Ultimately, like so many legal issues, it comes down to what a judge considers reasonable in the circumstances.

So in many cases a bank or credit card statement that shows the amount and that it was paid to that shop may suffice. However if the shop sells lots of items at exactly that price it doesn't actually prove what was bought.

If it was an own label item that can only be bought from one company it is a bit easier.

shaun_from_Africa

It's not from the CRA but this is what the Government state:

Proof of purchase
You can ask the customer for proof that they bought an item from you. This could be a sales receipt or other evidence such as a bank statement or packaging.

https://www.gov.uk/accepting-returns-and-giving-refunds

DoaM

There isn't anything in the CRA regarding proof of purchase (that I can see). The Which? guidance says that all that's required is proof of purchase (where a remedy is being sought due to breach of contract - e.g. a fault).

davidmcn

Undervalued wrote: »

However they are entitled to "reasonable" proof of purchase.

I don't think it even says that. If you're the purchaser then you have the rights. There's nothing specific which the legislation requires you to wave at the retailer.

Ultimately, a court would need to be persuaded (on the balance of probabilities) that your story was true (i.e. that you bought the item from that retailer and (roughly) on a certain date), but there are no special restrictions on the types of evidence which could be used to prove (or deny) that - it could just be who has the more convincing witnesses.

neilmcl

As mentioned, there's nothing specifically in the CRA but as a basic of contract law you have to be able to prove that you are a party to that contract, hence the need to have proof of purchase, and as mentioned a court would ultimately decide, on the balance of probabilities what that proof would consist of.

Juddermann

OP: what's the specific set of circumstances here?

claire111

Thanks all for comments.

Specific set of circumstances are that an own brand John Lewis pillow is losing feathers at an astonishing rate. John Lewis won't look at it without a receipt or a credit card statement. I have no receipt and most likely paid using a gift card which I top up online and have evidence of topping up. I am now waiting to hear back from them if this will be enough but I suspect not as I can't prove how long ago I bought it.

KatrinaWaves

Does John Lewis track the use of their gift cards?

You do need to prove that it was purchased by you due to as you state, how long you’ve had it, but also in case it’s stolen! You never know

claire111

KatrinaWaves wrote: »

Does John Lewis track the use of their gift cards?

You do need to prove that it was purchased by you due to as you state, how long you’ve had it, but also in case it’s stolen! You never know

I don't know if they track their cards in detail.

To be honest its just a pillow and I'm fortunately in a position to be able to say "life's too short" !

I will be interested in their answer purely for 'next time' more than actually taking it back now