Money-back guarantee

chickenmush

This question isn't in relation to consumer rights per se, but it was the closest category from those available to select. I hope the question isn't a stupid one, but, to be honest, I'd probably feel more stupid not asking the question and remaining ignorant!

If you purchase a product from a retailer who is offering a money-back guarantee within a certain timeframe if you are not satisfied with the product, what does this mean in certain scenarios such as the non-hypothetical one which I have set out below?

I have purchased some herbal medicine online which has recently arrived in the post. The retailer stipulates that there is a 90-day money-back guarantee if you are not satisfied with the product, so long as it is returned in its original condition (unopened and unused). How am I to know if I am satisfied with the product without opening it and taking some of the medicine?

user1977

There's no statutory rights which override whatever the offer is, so it can be as restrictive as they like (as long as the terms are clear). For a distance contract you generally have a right to return (unopened) anyway so this seems to just extend the relevant period.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/6669039/money-back-guarantee

Anything beyond your statutory rights can have any terms and conditions the retailer or manufacturer wants to apply. There are often are conditions that people miss like warranties only being applicable if bought from one of a list of retailers or only for goods registered within 30 days of purchase etc.

To play devils advocate it may be their website doesnt list the full ingredients but you decide you dont want them after you see they contain gluten on the bottle. So this sort of promise can have some value if not as much as some may hope for in terms of being able to take it for 3 months and then decide if they felt any benefit from them.

Others can opine on if there is unfair terms, misleading advertising etc but presumably they are unopened and unused right now so reconsider your position knowing the terms of the promise and return them untried if you dont want them any more rather than trying them and then engaging in a long winded legal battle

chickenmush

https://forums.moneysavingexpert.com/discussion/comment/82004663#Comment_82004663

Thanks, but, respectfully, you haven't answered the question!

Grumpy_chap

Maybe an individual might order 3 packets of 30 tablets per packet, so intended to last 3 months.

If I individual suffers side effects from the first packet the money back guarantee could still apply to the 2 unopened packs

user1977

https://forums.moneysavingexpert.com/discussion/comment/82004761#Comment_82004761

Respectfully, I think I have. They're entitled to require the item to be unopened.

chickenmush

https://forums.moneysavingexpert.com/discussion/comment/82004670#Comment_82004670

Thanks, that makes quite a bit of sense. As it happens, the website lists the full ingredients (or at least purports to!), but the principle still stands in the sense that one may have a 'change of heart'.

Certainly won't be entertaining the idea of any legal battle - far too much work for what it's worth!

chickenmush

https://forums.moneysavingexpert.com/discussion/comment/82004769#Comment_82004769

Yes, that's occurred to me also. It's a good point!

chickenmush

https://forums.moneysavingexpert.com/discussion/comment/82004781#Comment_82004781

I understand what you're saying. It's just that my question was in relation to how it would seem to be literally impossible to sample a purchase of a consumable product, and subsequently return the entire product having not felt satisfied with it. No offence intended! 👍️

Grumpy_chap

https://forums.moneysavingexpert.com/discussion/comment/82004782#Comment_82004782

Assuming that the tablets are considered a consumable / perishable / life-limited item, then normal rules for remote purchases would not allow "change of heart" return. So, if the retailer is offering "change of heart" return so long as the products are unopened that is over an above what the normal consumer rights would be. Equally, using half a packet and then returning the balance would not be permitted by the retailer and also not permitted under standard remote purchase consumer rights.

Can't see that the retailer is being anything other than fair.

sheramber

https://forums.moneysavingexpert.com/discussion/comment/82004803#Comment_82004803

That would seem logical, otherwise someone could use 90% of a product then return claiming they were not happy with it when , in fact, they were happy with it.

Can you go to Boots and buy a bottle of herbal tablets , open and take some the return it saying you are not satisfied.

Nobody can guarantee that a product will suit everybody or work for everybody. Once opened it could be contaminated and no longer sellable.

The conditions for returning clearly state unopened.

Did you not read that bit?

They are giving you an extended time to return a, instead of 14days.

Nothing more and nothing less