General Chat

This morning I was behind two elderly gentlemen who were buying around one hundred pounds worth of clothes. The older man wanted to check with the store in another town that they had another matching article in stock.

The assistant told them that if they bought the goods today, and they were not right, they could not have a cash refund, only a credit note.

So they decided to put their purchase on hold, until they had checked with the other store.

I queried with the assistant (after they had gone) that a cash refund could not be given. She told me the store had stopped doing this for over year, only refunding if goods were faulty, and also that most of the stores in the town no longer did so. I informed her that only last week I had had a full cash refund in another shop for items which were unsuitable.

I thought it was a statutory right that cash refunds had to be given if the customer so wished. Can someone put me right on this matter, please?.

As far as I know as long as you keep your receipt you can return goods within 28 days and have a cash refund or credit refund depending how you paid. If no receipt they give you a credit note. Some shops try to fob you off but I always stand my ground.

Carol

sorry but the shop were in the right

the Sale of Goods Act 1979 combined with the Unfair Contract Terms Act 1977 gives consumers the right to return goods for a full refund if those goods are faulty.

if it's because you have changed your mind it is at the discretion of the shop.

more advice here

http://www.direct.gov.uk/en/Governmentcitizensandrights/Consumerrights/Yourconsumerrightswhenbuyinggoodsandservices/DG_182935

No lots of places only do credit notes nowdays

Tempest is correct. Under the Sale of Goods Act a shop only needs to give a full refund if the goods are faulty.

The shop where I work offers an exchange or credit note. We have to explain this to every customer and always recommend that they "try on" their clothes before they buy.

You would be surprised at how many ladies think they are two sizes smaller than they actually are :-(, even taking into account how much sizes can differ from manufacturer to manufacturer :-S

I've had a full refund when returning items with a receipt.

Tempest is right. Some shops will refund with cash, or card if it was a card transaction, as a goodwill gesture. However, unless the item is faulty, they don't have to.

Thank you all for replies, seems the little Hitler in the shop was right!

The exception to this is if you buy over the internet, mail order or via telephone and have not had the opportunity to examine the goods first. In this case case you have a 7 days 'cooling off' period to notify the supplier of your intention to return the goods if you decide you do not want them.

We have one store in Norwich that has never given refunds but it's a cheapo sort of place, QD which is still privately owned I think altho it has several branches across E. Anglia etc.

I have often had to buy an armful of stuff in a rush and then take back what doesn't fit, suit or match with something at home. If I wasn't able to do that, I would walk out and not buy as I rarely have time or enegy to try on things at the time. If I wasn't able to get a refund I wouldn't buy so the store would lose out. I think that would happen to lots of people, what about those shopping for housebound folk as I used to for my neighbour, I used to take her a selection of things and she would have a little fashion parade which made us both laugh and chose what she liked then I would return the rest, all still clean and saleable of course and with labels still on. Used to do it for my Mum when she was alive too, as she couldn't get out much and couldn't manage to try stuff on in small changing rooms.

Will have to make sure I check when purchasing anything this winter, altho I do usually say Can I bring it back for a refund if I change my mind or it doesn't suit me etc?

Lizx

I was always under the impression that if a clothes shop (or market stall) did not have a changing room, and therefore the customer did not have the opportunity to try the garments on, then they had to give a refund - but I may be wrong.

I thought that if the customer did have the opportunity to try on first, then the shop did not have to offer a refund and could give a credit/exchange if they chose to.

But, as I say, this is only what I thought and what seems to happen in practice.

Liz,

That's interesting as I have witnessed our local QD giving a refund to a rather large lady for a bra because who said she didn't like the colour....! Granted it was a couple of years ago so they might have tightened up since then.

M&S have a lot to answer for this because they offered no questions asked refunds for years. As a result, many thought it was their right where in fact it wasn't - it was a favour.

I remember hearing an argument in Liverpool M&S years ago after Christmas when the queues for refunds were around the shop. The shop person was trying to explain they had never ever sold the particular in question in any of their shops.

Apparently trying it on with M&S like this was considered fair game at the time.....!

ISP, well, I am surprised as they have never given refunds as far as I know and ours were the first stores opened, they are based in Norfolk.

Our local Sainsbury started selling clothes last Spring but never found room for a fitting room in their refurbishment plan so it's necessary to take stuff home to try on. I often take two different sizes in the same item to be sure I get the fit I want, and don't want to risk going back for a smaller/larger size and they having sold out, especially when it was the summer sale.

Lizx

Are you implying that they gave the refund to the rather large lady because she intimidated them with her stature?

If not, can I just ask how her size was relevant to what you were saying and why you thought to mention it?