Refund rights if can’t try on in store?

Time_to_Change_2

Hi
i purchased an item in new look in the sale and they’ve told me I can only have a credit note even though I have the receipt. I know that you are not always entitled to a refund for sale items normally, but you can try on in the shop before purchasing to make sure it fits etc, however during COVID all fitting rooms are closed so surely you cant just guess if it will fit? Have the rules been changed to accommodate this or are they still within their rights to refuse to refund?

thanks

Aylesbury_Duck

If their policy is that sale items can only be returned for a credit note (for a change of mind refund) then yes, they can refuse a cash/card refund.  They can't override your consumer rights but they're not doing so in your situation.

shaun_from_Africa

Time_to_Change_2 said:

Hi
i purchased an item in new look in the sale and they’ve told me I can only have a credit note even though I have the receipt. 

Provided that the purchase was made after the 15th March then I suggest that you go back to the store and ask to speak to a manager and point out to them that their covid period amended returns policy on their website:
https://help-uk.newlook.com/hc/en-gb/articles/360006853678-How-does-COVID-19-Coronavirus-affect-the-return-of-my-purchase-order-
doesn't state anything about sale items only getting refunded on a credit note.

If you made your purchase in-store:

Any purchases you made in-store from the 15th March can be returned with your original receipt within 14 days of your local store re-opening. A list of stores that are open is here.

The manager may well agree that it's misleading and refund you in the way you originally paid.

Time_to_Change_2

Thanks for both your comments. I’ll ask to speak to the manager and see what they say

👍

photome

it may be misleading but there is a seperate sale items return paragraph
For sale items purchased in-store, you can return them within 14 days of purchase, with a valid receipt for an exchange or refund to a New Look credit note. Identify sale items in store by their 'red pen' markdown, i.e:

shaun_from_Africa

photome said:

it may be misleading but there is a seperate sale items return paragraph

Although there is a separate returns policy regarding sales items, I've often seen it stated on here that if any terms or conditions in a consumer contract are misleading or can interpreted in more than one way, the way that most favours the consumer is generally the one that applies.