Pandora Exchange Not Permitted

MSETED

My daughter received a Pandora charm for Christmas (along with a gift receipt) which she wanted to exchange as wrong style and unusable with current bracelet. When the gift receipt was scanned in store it identified he charm was one of a buy two get the third free. As this charm happened to be the ‘free’ third item, it had £0 value and was therefore unable to be exchanged. Subsequent emails to Pandora have not given any hope and provided with the T&Cs detailing promotion items could not be exchanged. 

What rights do we have here? A family member bought the charms and received a gift receipt for each of the 3 charms, to be given to individual people for Christmas, to be exchanged if not liked or suitable.
Disingenuous to sell products which cannot be exchanged under any circumstance (unless faulty)
This isn’t about the cost but principle of having an unused charm which is not (in our case) fit for purpose, which cannot be exchanged with a gift receipt.
I would recommend all to be aware when buying Christmas presents in an offer.

MyRealNameToo

MSETED said:

My daughter received a Pandora charm for Christmas (along with a gift receipt) which she wanted to exchange as wrong style and unusable with current bracelet. When the gift receipt was scanned in store it identified he charm was one of a buy two get the third free. As this charm happened to be the ‘free’ third item, it had £0 value and was therefore unable to be exchanged. Subsequent emails to Pandora have not given any hope and provided with the T&Cs detailing promotion items could not be exchanged. 

What rights do we have here? A family member bought the charms and received a gift receipt for each of the 3 charms, to be given to individual people for Christmas, to be exchanged if not liked or suitable.
Disingenuous to sell products which cannot be exchanged under any circumstance (unless faulty)
This isn’t about the cost but principle of having an unused charm which is not (in our case) fit for purpose, which cannot be exchanged with a gift receipt.
I would recommend all to be aware when buying Christmas presents in an offer.

She is not the buyer and so she has no rights. Sounds like they were bought in store so the relative wouldnt have a statutory right but may have a contractual right subject to whatever their in store returns policy is. 

When you have BOGOF type offers things do get slightly complex but fundamentally most things you buy in a shop can't ve returned for change of mind/ your bought the wrong thing etc.

They probably give the relative a full receipt, its likely they will have more luck trying to exchange it with that then you with your gift receipt that says yours was the one that was free. 

Vitor

IMHO Pandora are legally in the clear. In a “buy two, get one free” deal, the free item has £0 contractual value, so there’s nothing to refund or exchange. A gift receipt doesn’t create new rights, it only passes on the purchaser’s rights. The real issue is splitting a multi-buy across different recipients. If exchangeability matters, gifts need to be bought individually at full price. This is contract law, not sharp practice.

saajan_12

MSETED said:

My daughter received a Pandora charm for Christmas (along with a gift receipt) which she wanted to exchange as wrong style and unusable with current bracelet. When the gift receipt was scanned in store it identified he charm was one of a buy two get the third free. As this charm happened to be the ‘free’ third item, it had £0 value and was therefore unable to be exchanged. Subsequent emails to Pandora have not given any hope and provided with the T&Cs detailing promotion items could not be exchanged. 

What rights do we have here? A family member bought the charms and received a gift receipt for each of the 3 charms, to be given to individual people for Christmas, to be exchanged if not liked or suitable.
Disingenuous to sell products which cannot be exchanged under any circumstance (unless faulty)
This isn’t about the cost but principle of having an unused charm which is not (in our case) fit for purpose, which cannot be exchanged with a gift receipt.
I would recommend all to be aware when buying Christmas presents in an offer.

But it was the family member's choice to split up a purchase. They only got the price they did because of a buying a combination, so that combination could be exchagned or returned. The circumastance it can be exchanged in is with the other items. 

If daughter + 2 cousins were jointly gifted a box of chocolates, daughter couldn't take 1/3 of the individually wrapped chocolates inside for an exchange either. Not that different. 

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That's the legal position, Pandora aren't in the wrong here. However as pracitcal advice, could you try it as a no-receipt exchange? Not policy some stores will allow that if you can find something thats an even or lower value exchange.