Many happy returns
YOU’VE UNWRAPPED YOUR PRESENTS... AND NOW YOU WANT TO SEND THEM BACK! BUT WHAT ARE YOUR RIGHTS WHEN IT COMES TO UNWANTED GIFTS? NISHA MAL HAS THE LOWDOWN
WE ALL get presents we don’t want, don’t need or don’t like, but returning them can be tricky. If you’ve received a gift you really don’t want to keep, here is what you need to know before heading to the store or online.
GOODWILL RETURNS
IT MIGHT come as a surprise to know that high street stores aren’t obliged to accept returns unless an item is faulty, unfit for purpose or isn’t as it is described, according to consumer rights champion Which?.
But the good news is most retailers have a ‘goodwill’ returns policy which means they will offer an exchange, refund or credit notes.
RETURNING A GIFT IN STORE
IF YOU were given the item as a gift and want to return it you’ll need a receipt as proof of purchase in order to get a replacement or refund.
If you have been given a gift receipt you can use this. If you weren’t given one you’ll need to ask for the receipt, however awkward that might be.
ONLINE RETURNS
IF THE gift was bought online, over the phone, or by mail order you may need to ask the person who bought it for you to return it. This is because you need to know the date the gift was ordered/delivered by the buyer.
Under the Consumer Contracts Regulations your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive the goods.
You should get a refund within 14 days of either the trader getting the goods back, or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is sooner.
ITEMS YOU CAN’T RETURN
THERE are some returns exceptions worth knowing about, including: DVDs, music and computer
software: Many retailers refuse returns if the seal or packaging has been broken. Perishable items: You won’t
usually be able to return an item if it’s perishable. This includes items such as food and flowers.
Made to order: If an item has been made to order or personalised it’s very unlikely that you’ll be able to return it.
PACKAGING
MOST retailers will only provide an exchange or refund if you return the goods in their original, undamaged packaging so be careful when unwrapping and opening presents.
If you have damaged the packaging it is still worth asking the retailer if you can return the goods and some are very generous in this regard.
FAULTY ITEMS
ACCORDING to Which? the retailer “is responsible for providing goods that are of satisfactory quality, as described and fit for purpose to the person buying those goods”. But you only have 30 days to act for a refund if the item is faulty. However you may need the person who bought the gift to return it for you as the contract is between the buyer and the retailer. If time has run out for a refund, you can ask for a replacement. Which? recommends making contact with the retailer as soon as possible.
WHAT IF THE GIFT IS NOW IN THE SALES?
YOU might not get all of your money back if you return goods bought before the sale. If you take something back during the sale the retailer might only offer to repay the most recent price for it, even if it was bought at full cost. It’s worth arguing this point as some retailers will back down.
DISPUTES
IF YOU fall into dispute with a retailer and they fail or refuse to resolve your issue within eight weeks you can complain to the Retail Ombudsman – theretailombudsman.org.uk – which costs nothing.