Money-back guarantee

A_Geordie

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.

@sheramber You might not believe it but that can and sometimes does happen. There's a couple of disputes I'm aware of where certain beauty products are stated to have an effect over time, so it requires a fair amount of use of the product to see the effects. Some of those retailers offer a money back guarantee such that if you are dissatisfied with the product or service, you can get a full refund, no quibble, even if 90% of the contents is used.

That really is what a money back guarantee are known to offer, but the OP does make a valid point. Money back guarantees and returning an item unused and unopened don't generally go together because that's not how they're interpreted and therefore can create some confusion with the consumer.

If there was any consumer legal argument to make, it could trigger section 69 of the Consumer Rights Act if the wording is ambiguous e..g. if the full text said words tot the effect of, if you're unhappy with the product or service you can return within 90 days for a full refund so long as it is unused and unopened, then it should be construed in favour of the consumer.

If it just says 90 day money back guarantee, you can get a refund as long as it is unopened and unused, then I would be inclined to agree that whilst confusing, there's a likely chance the condition of being unopened or unused will stand up to scrutiny. That's because at the end of the day, it is just a guarantee.

chickenmush

https://forums.moneysavingexpert.com/discussion/comment/82004957#Comment_82004957

I'm certainly not suggesting the retailer is not being fair. I'm just trying to understand what their policy of the 90-day money-back guarantee if you're not satisfied means, as it's really not obvious. Does it mean:

• If you're not satisfied with the results of taking some of the product, you can return it unused and unopened (logically impossible)?
• You can return it unused and unopened if you discover you've allergies to any of the ingredients (ingredients which hadn't been specified at the point of purchase)?
• You can return it unused and unopened if you've had a change of heart and no longer want the product?
• Something else?

Essentially, what does it mean not to be satisfied? You see that phrase used frequently with all sorts of promotions when it comes to returns, and I've never really understood it.

chickenmush

https://forums.moneysavingexpert.com/discussion/comment/82005014#Comment_82005014

I totally accept everything you're saying. I'm just trying to understand what their policy of the 90-day money-back guarantee if you're not satisfied means, as it's really not obvious. Does it mean:

• If you're not satisfied with the results of taking some of the product, you can return it unused and unopened (logically impossible)?
• You can return it unused and unopened if you discover you've allergies to any of the ingredients (ingredients which hadn't been specified at the point of purchase)?
• You can return it unused and unopened if you've had a change of heart and no longer want the product?
• Something else?

Essentially, what does it mean not to be satisfied? You see that phrase used frequently with all sorts of promotions when it comes to returns, and I've never really understood it.

I'm inferring from your comment that you're suggesting that the money-back guarantee would simply apply if you had a change of heart.

saajan_12

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

The point is it doesn't have to be possible to sample. At most its misleading advertising, and they could be told to stop advertising like that, but it doesn't mean you can enforce just part of the ad (eg open and sample and return if unsatisfied, ignoring the 'unopened' part).

chickenmush

https://forums.moneysavingexpert.com/discussion/comment/82007450#Comment_82007450

Basically, it's simply misleading advertising in the sense that that part of it actually doesn't make any sense at all.

Sounds like I might have been looking for an answer that doesn't actually exist - I guess that's life!!