Hi - have a query about an experience I just had in a Tesco store. I would be grateful for any feedback from those more knowledgeable than me.

My wife bought some underwear there 4 weeks ago (exactly). As many stores do not accept returned underwear she explicitly asked the cashier at the point of payment if they could be returned and was told yes (there is no proof of this alas).

She is overseas at the moment and asked me to return it for her as she didn't want to keep it and the returns period expires before she gets back. I have the receipt. On the receipt it says:

"If you change your mind about your purchase, please retain your receipt and return it to the store with the product as sold within 30 days. Conditions apply to some products, please see instore for details."

I went to the same store that the items were purchased from. In the store in the clothing section is a sign (the only one I could find and I did look around a fair bit) saying clothing and footwear can be returned within 28 days (no exceptions listed). Behind the customer services section is a sign setting out the returns policy, with some exceptions listed, but nothing mentioning underwear (it does explicitly say swimwear can be returned which seems analogous to underwear to me).

I tried to return the underwear but it was refused on the grounds that they don't accept returned underwear. I explained the points above but was told it is listed as an exception on their website and that it is common policy in the industry - "if you go to M&S, they won't accept returned underwear". I explained that by the time the customer has got home and read the website it is too late to be able to do anything about it. And that their own receipt says the conditions of their returns policy can be found in store.

They stood their ground and said they would check with the cashier shown on the receipt when they are next in (he/she is part time only) as to whether they would have thought underwear was returnable, but I don't hold out much hope of that individual admitting their mistake (if they can even remember), or even if they do there's no guarantee Tesco will admit this to me.

I can understand why they would not want to accept returned underwear and for the avoidance of doubt think this is a reasonable condition to impose. But...is it not unreasonable to expect the customer to read the conditions on the internet (which generally aren't accessible until the customer gets home) especially when the receipt says conditions are shown instore, and to expect the customer not to rely on what they are told by a member of their own staff?

??