Asda Video Game refund/Exchange policy

Has anyone else had problems trying to exchange a video game at ASDA?

im sure this has been here before but all the old threads are form like 10 years ago and closed and cant believe having the same problem 10 years on.

So Was given a PS5 game for xmas, wanted to exchange it for a different game that i'd actually play and the branch i went to outright refused to comply, stating that they will only exchange a game if its faulty and for the same game. The keep was still shrink wrapped and sealed and i had the receipt but Standing in front of a sign regarding their 30 day exchange & refund terms she tried to tell me that Video games were excluded from this, when i asked where it states this as the sign she was standing in front of didnt say it neither did it say on my receipt it was excluded i was pointed to the website, when i advised it was bought in store and not from their website i was just told thats where their T&C's were! So after looking at their T&C's it states:

"We hope you are completely satisfied with your Asda purchase; if you’re not, we will be happy to provide an exchange or refund based on our policy below:

  • Return the item to us preferably with your proof of purchase* for an exchange or refund**
  • Make your return within 30 days from the day of purchase
  • Music, Video and Games can only be returned with the original receipt or proof of purchase for a one-time only exchange of title."
it was within 30 days, my game was still factory sealed and I had the receipt so should qualify for their "one time only exchange of title" and even after referring to this policy i was told by the STORE MANAGER that i could only exchange the game for same game if it was faulty, i pointed out that this policy is regarding customer satisfaction and not about it being faulty i was still told that exchange of title means exchange of title for the SAME title so i would be exchanging an unopened perfectly working copy of resident evil for an another copy of resident evil, i pointed out this made no sense but was told this is their interpretation of the policy and they sticking to it.....what?????!

Comments

  • SiliconChip
    SiliconChip Posts: 1,281
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    You have no right to return it anyway as you are not the purchaser. I'd suggest you ask the person who gave you the game to take it back and try an exchange.
  • Aylesbury_Duck
    Aylesbury_Duck Posts: 13,797
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    ^^ this.  You have no consumer rights because you're not the purchaser.  They don't have to deal with you at all.

    If the purchaser goes back to the store, Asda can still call on that third bullet point and change it for the same game.  There's nothing in that store policy that says they will exchange it for another title.  Granted, it would be odd to swap it for the same game, but if that's the policy, I don't see that they're contravening it.

    I'd get the original purchaser to have a go, asking if it can be swapped for a different game.  
  • the_lunatic_is_in_my_head
    the_lunatic_is_in_my_head Posts: 7,319
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    edited 2 January at 2:07PM
    Might be wrong but I doubt ASDA didn't want to do the exchange because OP didn't purchase it, otherwise they would have said that (did they even know?) 

    They state they are happy to exchange rather than refund and even state if you don't have the original tender they'll refund to a gift card. 

    The policy says preferably to the store of purchase but it can by any ASDA store (except Express or Petrol unless purchased there), if the purchaser isn't able to go to store for/with you to rule out the idea it's because you didn't make the purchase I'd try a different store if possible. 


  • Marvel1
    Marvel1 Posts: 7,137
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    edited 2 January at 3:17PM
    ^^ this.  You have no consumer rights because you're not the purchaser.  They don't have to deal with you at all.

    If the purchaser goes back to the store, Asda can still call on that third bullet point and change it for the same game.  There's nothing in that store policy that says they will exchange it for another title.  Granted, it would be odd to swap it for the same game, but if that's the policy, I don't see that they're contravening it.

    I'd get the original purchaser to have a go, asking if it can be swapped for a different game.  
    But doesn't same title either.

    If they mean for another console, then again should be stated clearly.
  • Aylesbury_Duck
    Aylesbury_Duck Posts: 13,797
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    Marvel1 said:
    ^^ this.  You have no consumer rights because you're not the purchaser.  They don't have to deal with you at all.

    If the purchaser goes back to the store, Asda can still call on that third bullet point and change it for the same game.  There's nothing in that store policy that says they will exchange it for another title.  Granted, it would be odd to swap it for the same game, but if that's the policy, I don't see that they're contravening it.

    I'd get the original purchaser to have a go, asking if it can be swapped for a different game.  
    But doesn't same title either.

    If they mean for another console, then again should be stated clearly.
    I agree, it's not clear, but I don't see how they're contravening their policy the way it's written.  I take it to mean you may swap to a different game once, but it isn't explicit.
  • sheramber
    sheramber Posts: 18,641
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    • Music, Video and Games can only be returned with the original receipt or proof of purchase for a one-time only exchange of title."
    What does exchange of title mean?
  • GingerTim
    GingerTim Posts: 1,920
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    sheramber said:
    • Music, Video and Games can only be returned with the original receipt or proof of purchase for a one-time only exchange of title."
    What does exchange of title mean?
    More than one thing!
  • the_lunatic_is_in_my_head
    the_lunatic_is_in_my_head Posts: 7,319
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    edited 3 January at 12:36PM
    I think ambiguity favours the party that didn't write the contract.

    If you read the policy in order 

    Music, Video and Games can only be returned with the original receipt or proof of purchase for a one-time only exchange of title."

    Only seems to apply if you are unsatisfied with the product, under that is a separate heading for change of mind with no exceptions listed for Music, Video and Games.

    It's really poorly written but if ASDA do accept change of media returns they'd usually stipulate they have to be sealed* and if sealed it's obvious you'd want to exchange for a different item.

    *I don't know if ASDA do that terrible thing of unsealing everything and keeping the discs behind the counter, if so I can see them excluding such items unless faulty but again it doesn't say that.
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