The Range - Dulux Paint swap

Peco141

I purchased a 2.53ltr Dulux paint from my local Range store early May 2024.

My wife changed her mid and decided she wanted to exchange it for another colour.  I return the pain within the returns period and the store assistant made a swift exchange advising there was no need for a new receipt as it was a like for like swap.

My wife, unfortunately, changed her mind again and asked that I return it to the store one last time. However, when I returned to the store they were unwilling to accept the exchange even though I explained that the customer assistant advised no new receipt was required.  I've checked online customer service with the Range but they have advised that the decision will lay with the local store manager.

I called today and the manager stuck to her guns and declined any option of an exchange and was actually quite rude during our conversation.

Appreciate it's only £19.99 and this was entirely my fault for not insisting on a new receipt, and my wife continually changing her mind, but do I need to accept that I'm stuck with paint we no longer require or is there anything else I can do?

the_lunatic_is_in_my_head

Hello OP

In store returns would be subject to the store policy rather than consumer rights, it does sound like poor service all round but I guess you can see their point about the receipt to show you've already exchanged, other than pester them I'm not sure there's much you can say in terms of being entitled to another exchange.  

Okell

I don't know what the Range's returns period is but assume it's 30 days?

I would expect that the 30 days starts from the original purchase date.  If you swap the product within that 30 days I would not expect the 30 day clock to start ticking from scratch again.  Otherwise you'd be able to keep extending the return period indefinitely.

Whenever I've returned something instore for a swap they've simply noted on the original receipt that a replacement has been issued - thus maintaining the original purchase date.

If you'd wanted the 30 days to start over again you probably ought to have returned the paint for a refund - and then bought the colour you wanted.  (Or the colour your wife thought she wanted...)


[Edit:  As you were swapping paint tins and not actually buying a replacement, I don't see how you could have insisted on a new receipt for the replacement tin anyway.  Not unless you paid for it there and then.]

sheramber

Okell said:

I don't know what the Range's returns period is but assume it's 30 days?

I would expect that the 30 days starts from the original purchase date.  If you swap the product within that 30 days I would not expect the 30 day clock to start ticking from scratch again.  Otherwise you'd be able to keep extending the return period indefinitely.

Whenever I've returned something instore for a swap they've simply noted on the original receipt that a replacement has been issued - thus maintaining the original purchase date.

If you'd wanted the 30 days to start over again you probably ought to have returned the paint for a refund - and then bought the colour you wanted.  (Or the colour your wife thought she wanted...)


[Edit:  As you were swapping paint tins and not actually buying a replacement, I don't see how you could have insisted on a new receipt for the replacement tin anyway.  Not unless you paid for it there and then.]

Why 30 days?

Their return policy states 14 days.

Okell

sheramber said:

Okell said:

I don't know what the Range's returns period is but assume it's 30 days?

I would expect that the 30 days starts from the original purchase date.  If you swap the product within that 30 days I would not expect the 30 day clock to start ticking from scratch again.  Otherwise you'd be able to keep extending the return period indefinitely.

Whenever I've returned something instore for a swap they've simply noted on the original receipt that a replacement has been issued - thus maintaining the original purchase date.

If you'd wanted the 30 days to start over again you probably ought to have returned the paint for a refund - and then bought the colour you wanted.  (Or the colour your wife thought she wanted...)


[Edit:  As you were swapping paint tins and not actually buying a replacement, I don't see how you could have insisted on a new receipt for the replacement tin anyway.  Not unless you paid for it there and then.]

Why 30 days?

Their return policy states 14 days.

Read the first sentence of the post you've quoted...

HillStreetBlues

What you shouldn't do  is buy the colour she wants (hopefully for final time) and return the old can with that receipt.

born_again

If only someone would develop a idea of small trial pots, to get round fickle females (no offense to any reading this) 😶‍🌫️

Aylesbury_Duck

born_again said:

If only someone would develop a idea of small trial pots, to get round fickle females (no offense to any reading this) 😶‍🌫️

I've found them to be unhelpful.  A patch of wall isn't representative of an entire wall or room in that colour.

Money_Grabber13579

HillStreetBlues said:

What you shouldn't do  is buy the colour she wants (hopefully for final time) and return the old can with that receipt.

Even though absolutely nobody would ever try try this, I’d be surprised if it worked anyway, as each colour of paint will no doubt have the colour printed on the receipt and it would get spoofed that what was being returned wasn’t the same as what was on the receipt.

HillStreetBlues

Money_Grabber13579 said:

HillStreetBlues said:

What you shouldn't do  is buy the colour she wants (hopefully for final time) and return the old can with that receipt.

Even though absolutely nobody would ever try try this, I’d be surprised if it worked anyway, as each colour of paint will no doubt have the colour printed on the receipt and it would get spoofed that what was being returned wasn’t the same as what was on the receipt.

OP kept the same receipt when first swapped. What's not clear is  did they refuse the second swap because out of time,  or it didn't match the receipt.

Peco141

HillStreetBlues said:

Money_Grabber13579 said:

HillStreetBlues said:

What you shouldn't do  is buy the colour she wants (hopefully for final time) and return the old can with that receipt.

Even though absolutely nobody would ever try try this, I’d be surprised if it worked anyway, as each colour of paint will no doubt have the colour printed on the receipt and it would get spoofed that what was being returned wasn’t the same as what was on the receipt.

OP kept the same receipt when first swapped. What's not clear is  did they refuse the second swap because out of time,  or it didn't match the receipt.

It was time