Refund!!!!

Bshep23

Hiya, in January this year my daughter bought herself a tracksuit from River island with her Xmas money. When we got home she tried it on but it didn't fit properly so we needed to return it!! but a few weeks later we went in to a lockdown and therefore wasn't able to return until now!! (As I work Saturdays) Unfortunately my daughter lost the ruddy receipt and the shop are saying we cannot return it without receipt. The tracksuit still has the tags on and was £48 on total!! Are they right? Are we going to make a loss on this now? (as I won't get the full price back if I sell it) any advice would be much appreciated 😊 #oneguttedgirl

Many thanks

JHW1942

Did she pay by cash? If so, then she has no means of verifying it was purchased and they are right to decline a return if they want to.

Caz3121

did she pay by cash or card? if card can she locate the transaction on her statement? (from the shops point of view they need to ascertain that it was purchased from them and not, for example, from eBay etc)

theonlywayisup

Bshep23 said:

Hiya, in January this year my daughter bought herself a tracksuit from River island with her Xmas money. When we got home she tried it on but it didn't fit properly so we needed to return it!! but a few weeks later we went in to a lockdown and therefore wasn't able to return until now!! (As I work Saturdays) Unfortunately my daughter lost the ruddy receipt and the shop are saying we cannot return it without receipt. The tracksuit still has the tags on and was £48 on total!! Are they right? Are we going to make a loss on this now? (as I won't get the full price back if I sell it) any advice would be much appreciated 😊 #oneguttedgirl

Many thanks

You should check the returns with the store as you may have missed their returns period.  

I am confused re the timeline as you say it was bought in January this year but then say 'but a few weeks later we went into lockdown'. Boris spoke to the nation on 4 January 2021 and shut non essential shops then.  Non essential shops reopened in England on 12 April. 

What has happened in the interim - other than your daughter losing the receipt?

Do you or her have any proof of purchase? 

IvanOpinion

Would they consider issuing a credit note?

Part of the problem may be that they cannot verify how much was paid for it.  For example the ticket saying £48 may have been covered with a sale ticket for £10 that has since been removed/fallen off.

pinkshoes

If she paid by debit card, then she could use the transaction on her statement as proof of purchase.

Otherwise, how do they know that she didn't just steal it and then take it into store to ask for a refund or credit note???

I suggest she looks hard for the receipt if she paid in cash.

mattyprice4004

If it was paid cash, they have no way of knowing she didn't just nick it. 
If by card, she can use a card statement as proof of purchase. 

isplumm

what right of refund does the OP have? They bought from a shop - not online - so change of mind is not a valid reason - so OP will need to rely on River Island's return policy.

Pollycat

isplumm said:

what right of refund does the OP have? They bought from a shop - not online - so change of mind is not a valid reason - so OP will need to rely on River Island's return policy.

River Island's returns policy does allow returns for change of mind:

Our Returns Policy

• Products can be returned within 28 days of delivery, collection or in store purchase
• Items should be clean, unworn and with tags still attached
• You’ll need your original receipt or returns note
• For faulty items return via store or postal/carrier services

RI clearly state receipt is needed.

The OP (or daughter) should have returned the item within 14 days of the store reopening (12th April in England when non-essential retail opened, not sure about W, S, NI) so has possibly missed the deadline as well as the lost receipt issue.

Might be worth checking that before hunting for proof of purchase.

Store Returns Update

If you have an unwanted item that you purchased in a River Island store from 21st November 2020 and your store has been closed due to government guidelines, you will be able to return items up to 14 days after your store reopens*. To find out if your local store is reopen please click here.

*Purchases made between 1st- 20th November which are subject to our extended Christmas returns policy will be refunded to a River Island gift card

Some stores ask for your email address so they can email the receipt which would have been a sensible choice for this purchase.

isplumm

Thanks @Pollycat - good to get the clarification.