Being refused a refund despite the refund policy on my receipt

jjj1980

i purchased 15 boxes of wall tiles on 13th January 2025 and the store assistant and the receipt both confirmed I had a 3 month returns period.  I purposefully bought at the time I did and purchased extra due to this policy.

i visited the store yesterday to return the 5 unopened boxes to be told they had recently changed their returns policy to 30 days, which I was now outside.  I pointed out that my paperwork given by them states a 3 months returns period, to which the store manager said that didn’t matter, that they were allowed to change their returns policy at any time they wished and that they were allowed to apply it retrospectively.  This I disagree with as it makes a fundamental change to the contract I have with them, based on the wording in my receipt, a change that I have not agreed to.  The store manager stated that they have already turned away a couple of people recently after getting in trouble with head office for complying with the receipt wording rather than the new policy.

i have sent an online request to Citizens Advice Bureau and asked the store to email head office to to ask them to revise their decision for purchases made prior to the policy change.  It will be likely a couple of days before I hear back from the store.

Hoping to gain some further information on rights regarding the policies quoted on the receipt.  Many thanks.

darrensurrey

It would be interesting to see what the CAB says. I suspect that (and IANAL) you are in the right but in order to uphold your right, you may have to go down the small claims route in court which has associated (low) fees (see .gov.uk website) plus the time and effort it takes. It may also be worthwhile speaking to Trading Standards.

Another idea might be to speak to your local newspaper who might pay you for the article which would essentially cover your losses!

MattMattMattUK

jjj1980 said:

i purchased 15 boxes of wall tiles on 13th January 2025 and the store assistant and the receipt both confirmed I had a 3 month returns period.  I purposefully bought at the time I did and purchased extra due to this policy.

i visited the store yesterday to return the 5 unopened boxes to be told they had recently changed their returns policy to 30 days, which I was now outside.  I pointed out that my paperwork given by them states a 3 months returns period, to which the store manager said that didn’t matter, that they were allowed to change their returns policy at any time they wished and that they were allowed to apply it retrospectively.  This I disagree with as it makes a fundamental change to the contract I have with them, based on the wording in my receipt, a change that I have not agreed to.  The store manager stated that they have already turned away a couple of people recently after getting in trouble with head office for complying with the receipt wording rather than the new policy.

i have sent an online request to Citizens Advice Bureau and asked the store to email head office to to ask them to revise their decision for purchases made prior to the policy change.  It will be likely a couple of days before I hear back from the store.

Hoping to gain some further information on rights regarding the policies quoted on the receipt.  Many thanks.

I am fairly sure that they can change their returns policy because it exceeds your consumer rights, which is no right of return for in person purchases. There is not a contract in the way you think there is because there is no ongoing service provision. 

Lunatic is the expert on these kind of things so he would be able to confirm for sure.

Money_Grabber13579

MattMattMattUK said:

jjj1980 said:

i purchased 15 boxes of wall tiles on 13th January 2025 and the store assistant and the receipt both confirmed I had a 3 month returns period.  I purposefully bought at the time I did and purchased extra due to this policy.

i visited the store yesterday to return the 5 unopened boxes to be told they had recently changed their returns policy to 30 days, which I was now outside.  I pointed out that my paperwork given by them states a 3 months returns period, to which the store manager said that didn’t matter, that they were allowed to change their returns policy at any time they wished and that they were allowed to apply it retrospectively.  This I disagree with as it makes a fundamental change to the contract I have with them, based on the wording in my receipt, a change that I have not agreed to.  The store manager stated that they have already turned away a couple of people recently after getting in trouble with head office for complying with the receipt wording rather than the new policy.

i have sent an online request to Citizens Advice Bureau and asked the store to email head office to to ask them to revise their decision for purchases made prior to the policy change.  It will be likely a couple of days before I hear back from the store.

Hoping to gain some further information on rights regarding the policies quoted on the receipt.  Many thanks.

I am fairly sure that they can change their returns policy because it exceeds your consumer rights, which is no right of return for in person purchases. There is not a contract in the way you think there is because there is no ongoing service provision. 

Lunatic is the expert on these kind of things so he would be able to confirm for sure.

It’s still a contractual right. The OP agreed to buy the boxes of tiles from the shop on the condition that they could be returned within 3 months (presumably unopened, undamaged etc). What it means though is that there is no recourse through consumer rights legislation and instead, recourse will need to be through the courts as a contractual dispute (unless the shop sees sense and agrees to honour the original policy for the OP).

haze23

Can only second the above. More than once I have contacted companies regarding 'lifetime warranties' for products only to be told they're not interested as their policy has changed. Like the OP, some form of extended return/warranty played a part in the original purchase, so I find this poor practice. Of course they're entitled to change policies but struggling to see how it is reasonable to apply retrospectively and where to turn when a company adopts this position. Likely too difficult/not worth pursuing for most people and I think they know this but put profit before reputation; yes it's frustrating.

user1977

It's a contractual right, the shop can't unilaterally change it in respect of sales already made. 

DullGreyGuy

MattMattMattUK said:

jjj1980 said:

i purchased 15 boxes of wall tiles on 13th January 2025 and the store assistant and the receipt both confirmed I had a 3 month returns period.  I purposefully bought at the time I did and purchased extra due to this policy.

i visited the store yesterday to return the 5 unopened boxes to be told they had recently changed their returns policy to 30 days, which I was now outside.  I pointed out that my paperwork given by them states a 3 months returns period, to which the store manager said that didn’t matter, that they were allowed to change their returns policy at any time they wished and that they were allowed to apply it retrospectively.  This I disagree with as it makes a fundamental change to the contract I have with them, based on the wording in my receipt, a change that I have not agreed to.  The store manager stated that they have already turned away a couple of people recently after getting in trouble with head office for complying with the receipt wording rather than the new policy.

i have sent an online request to Citizens Advice Bureau and asked the store to email head office to to ask them to revise their decision for purchases made prior to the policy change.  It will be likely a couple of days before I hear back from the store.

Hoping to gain some further information on rights regarding the policies quoted on the receipt.  Many thanks.

I am fairly sure that they can change their returns policy because it exceeds your consumer rights, which is no right of return for in person purchases. There is not a contract in the way you think there is because there is no ongoing service provision. 

Lunatic is the expert on these kind of things so he would be able to confirm for sure.

There is very much a contract in the same way as if there was an ongoing service. 

The problem with store purchases is often there is no written contract, doesn't mean a contract doesn't exist but that its hard to document what it was. There are also things that are implicit in contract even if not stated, like something will be of reasonable quality (considering the price etc) or a service will be handled will due skill. 

It is possible for a contract to allow one party to change the terms of the contract so in principle what has happened could be ok however where is unilateral and only for one side its likely to be considered an unfair contract term therefore making it unenforceable... they could do more to make it more likely to be enforceable by giving notice of the change to all in contract customers, or in other circumstances an additional right to cancel. 

Unless the receipt's terms state that they have any discretion as to if they accept the return then it's unlikely their change can be applied retrospectively. 

Okell

I would agree with others who say that the returns policy on the receipt forms part of the contract between the OP and the trader.  

(I base that decision on the OP saying: "... the store assistant and the receipt both confirmed I had a 3 month returns period.  I purposefully bought at the time I did and purchased extra due to this policy."  ie that he was aware of the policy before purchase, and the existence of the policy influenced his decision to buy from that particular trader.)

the_lunatic_is_in_my_head

Hello OP

As above it is a contractual right (rather than a consumer right under the legislation), changing the terms of a contract requires both sides to agree, the trader's right to vary terms is very limited and it is extremely unlikely they have any right to impose the new policy on orders completed when the old policy was in place.

As they have a head office (which company is this OP?) if you make enough noise I'm sure they'll give in. 

[Deleted User]

No question, the store cannot retrospectively change contractual terms to your detriment. They haven't a leg to stand on. And what store is it, so we can avoid it?

Mr.Generous

Sounds like this store wants to go bust. How did you pay?