M&S Returns Without Receipt – Anyone Else in the Same Boat?

eleanorwhitby

Hi all,

I've had two items sitting in a carrier bag for months now, going in and out of the house with me as I’ve been trying to return them to M&S. Since the data breach a few months ago, they haven’t been accepting returns without a receipt and it's been a bit of a nightmare.

I've had conflicting advice. Different stores have said different things, and even different staff members in the same store (in Scotland, my nearest one) have given me mixed messages. So I finally decided to call M&S customer services.

The first person I spoke to didn’t really grasp what I was asking, so I was passed on to someone else who understood a bit more but still couldn’t give me a clear answer, especially on whether there's a timeline for when things will return to normal. I did hear on the radio that M&S were hoping to have everything back up and running by the end of July 2025(presumably that was a slip of the tongue?).

What I really want to know is: Will M&S eventually relax the return policy for items bought without a receipt, especially those outside the usual 35-day window, due to all this? I’m well past that timeframe now through no fault of my own, and I’m guessing at least one of the items has since gone into the sale. To make matters worse, SPARKS wasn’t working at the time I bought them so I have no proof of purchase at all.

I do understand that accepting returns without a receipt, especially outside the usual timeframe, is a goodwill gesture on M&S’s part and they’re under no obligation. But given the unusual circumstances, I wonder if they’ll make any allowances once systems are fully restored.

I do appreciate it’s a difficult situation for M&S. None of this was planned and the hackers clearly knew what they were doing. But surely I'm not the only one caught out by this?

Would love to hear if anyone else is in the same position or if you've had any success returning items recently.

Thanks!

powerful_Rogue

eleanorwhitby said:

What I really want to know is: Will M&S eventually relax the return policy for items bought without a receipt, especially those outside the usual 35-day window, due to all this? 

No idea. Only M&S will know that answer.

eleanorwhitby

I thought that... hence I called them but they didn't know at the time

Emmia

I posted this on the (now closed) duplicate thread 

If these items were bought in store, you have no legal right of return unless the items are faulty - and then there are various time limits.

M&S and many other retailers offer goodwill returns with proof of purchase e.g. a receipt, but this is goodwill not a legal requirement.

Given the time that has elapsed I don't think you're going to receive a refund. In fact I noticed that a M&S store I visited recently had a prominent sign on the till advising of no refunds (even with a receipt) for items that had gone into the sale.

Edit: I don't think M&S is going to relax the policy. If you don't want the items, then either donate, or sell via eBay/Vinted 

user1977

Emmia said:

M&S and many other retailers offer goodwill returns with proof of purchase e.g. a receipt, but this is goodwill not a legal requirement.

It's legally enforceable as a matter of contract (not merely goodwill) if those were the terms under which you bought (though admittedly I expect M&S have always said you need a receipt, even if in practice they have often been more flexible.).

Emmia

user1977 said:

Emmia said:

M&S and many other retailers offer goodwill returns with proof of purchase e.g. a receipt, but this is goodwill not a legal requirement.

It's legally enforceable as a matter of contract (not merely goodwill) if those were the terms under which you bought (though admittedly I expect M&S have always said you need a receipt, even if in practice they have often been more flexible.).

But the OP has no receipt, no proof of purchase and is well outside any returns window a receipt may have offered.

I don't think they're going to get a refund.

Undervalued

user1977 said:

Emmia said:

M&S and many other retailers offer goodwill returns with proof of purchase e.g. a receipt, but this is goodwill not a legal requirement.

It's legally enforceable as a matter of contract (not merely goodwill) if those were the terms under which you bought (though admittedly I expect M&S have always said you need a receipt, even if in practice they have often been more flexible.).

Not if you are exercising your statutory rights. Under those circumstances you only need "reasonable proof of purchase" which doesn't have to be the receipt. It could be a bank or credit card statement or even is some circumstances a witness. Ultimately whatever a court considers reasonable.

If the shop are going beyond the customer's legal entitlement then they can lay down pretty much any terms they like at the time of purchase.

user1977

Undervalued said:

user1977 said:

Emmia said:

M&S and many other retailers offer goodwill returns with proof of purchase e.g. a receipt, but this is goodwill not a legal requirement.

It's legally enforceable as a matter of contract (not merely goodwill) if those were the terms under which you bought (though admittedly I expect M&S have always said you need a receipt, even if in practice they have often been more flexible.).

Not if you are exercising your statutory rights. Under those circumstances you only need "reasonable proof of purchase" which doesn't have to be the receipt. It could be a bank or credit card statement or even is some circumstances a witness. Ultimately whatever a court considers reasonable.

If the shop are going beyond the customer's legal entitlement then they can lay down pretty much any terms they like at the time of purchase.

Yes, I agree with all of that, just pointing out that return policies which go beyond statutory rights are generally enforceable, not merely a matter of goodwill.

Merlin139

What I really want to know is: Will M&S eventually relax the return policy for items bought without a receipt, especially those outside the usual 35-day window, due to all this? 

If they do I would expect it to go back to the way it was. You will be given the last price showing on the system. 

If it was say £35.00 and its gone into a sale and the price has reduced to £7.50 then that is the price you will get. If the item has not gone into a sale then you should get the original price. Some items that have low stock levels move off the system and go to Outlet Stores.

In both cases you would be given a Gift Voucher for the amounts refunded. 

eleanorwhitby

Thank you everyone for the interesting comments and thoughts.  I have been trying to return the two items for some months now, the first time well within the 35 days... perhaps I will be able to sell them on Ebay