Many happy returns?
Received unwanted gifts this Christmas? Consumer expert MARTYN JAMES of Resolver advises on your rights when returning them
SO you’ve unwrapped a jumper so hideous it could break the internet. Or a political autobiography of that minor celebrity you hate that is destined to go unread. We all get presents that aren’t ‘our thing’. But what are you rights if you want to return them?
CHECK THE WRAPPING
IF you hated your present, I hope you put on a happy face – after all it is Christmas and it really is the thought that counts. But while faking joy, I hope you didn’t forget to have a sneaky eyeball of the wrapping, looking for the all-important gift receipt.
A gift receipt is the holy grail of returning Christmas gifts you’ve been given. It’s pretty much the same as a normal receipt, but it doesn’t have the price on. If you don’t want to admit you’re returning the goods, that’s your ticket to a guilt-free new year.
WHAT GOODS CAN’T I RETURN?
THERE are a few things you’re just going to have to live with, I’m afraid: ■ Perishable goods – from food to flowers, if its time in this world is limited, chances are you can’t return it.
■ Package penetrated – refunds for goods that aren’t damaged are at the store’s discretion and most have rules around opened or damaged packaging. If something has been worn, that’s out too. Underwear is usually excluded for obvious reasons.
■ Made for you and crafty gifts – if the gift has been personalised, from monograms to arty things made just for you, you’re stuck with it.
WONKY OR JUST PLAIN WRONG
WHEN you buy goods, there are actually quite a few laws and rules on your side when it comes to returns. But as with everything in life, there are catches. The two main things to bear in mind centre on whether you bought online or on the high street and whether the item is damaged or wrong as opposed to you changing your mind or it being an unwanted gift.
BEFORE YOU GET RETURNING...
CHECK the website of the store and note down its returns policy.
Remember shop staff will be dealing with the sales and long queues of grumpy people, so be nice! It helps to have the returns policy to hand just in case, so save a screenshot on your smartphone or print one off.
HIGH STREET SHOPPING
IF you get an item and it’s broken or isn’t what you were told it would be then you have a number of rights (see below). However, if you want to return something that you don’t like, doesn’t fit or just isn’t your thing, then the rules are a bit different.
Some stores do allow you to return items with standard or gift receipts. The shop is allowed to set the rules and timescales for returning items that you don’t want but they can insist on you providing the receipt so don’t lose it. The jury is out on whether a photo of a receipt counts, so speak to the store before you go in to avoid an argument at the tills.
A gift receipt is basically an additional receipt provided by the retailer with the price not included, so the person who gets the gift can return and exchange items.
The traditional receipt works in a similar way though the purchaser must return the goods and get the refund.
You may have to settle for a credit note for a return if that’s the store’s policy. But remember – if the goods are damaged or not as advertised, you’re allowed a full refund.
ONLINE SHOPPING
THOUGH you don’t have an automatic right of refund if you buy goods in store, if you buy online, the Consumer Contract
Regulations 2013 give you 14 days to return an item if it’s not for you.
You’ll have to tell the business within that 14-day period, sometimes filling out a form to do so. You’ll also need to return the item using a postage method acceptable to the firm – so check with them to make sure you’re following the rules correctly.
DOESN’T WORK VERSUS DOESN’T WORK FOR YOU
IF the goods are wonky or aren’t as described you have 30 days from the date the goods were purchased to return the item. You’re entitled to a full refund if the goods are returned within those 30 days. Bear in mind the refund will go in to the account of the person returning it, so if the goods were purchased online, the person who bought the gift will need to organise the refund.
If you’re over the 30 days then you still have up to six months to return the items if they
break or aren’t working. The retailer is allowed to have one crack at a repair or replacing the item, but after that, you can ask for a refund.
Even over the six months, all is not lost, though you’ll need to prove why you didn’t realise the item was damaged or that the problem isn’t just down to wear and tear. Be prepared to compromise though. You could be looking at a repair or a replacement – and if the product has been upgraded since, you aren’t entitled to the upgraded version.
IF YOU BOUGHT IN STORE
A RETAILER can’t ignore the law, but many of them offer better returns policies as part of their deal to keep you as a loyal customer. This sometimes means much longer periods to return items.
WHAT ABOUT MY CASH?
THE retailer has 14 days to refund you from the point they receive the goods (or when you tell them, if the goods are digital). That includes delivery costs for returning the item (but they only have to pay the cheapest option available, so you might have to cover the difference). If they try to palm you off with vouchers, fight back! You’re allowed your cash.
IF you’re having a problem with a return, Resolver can help. Get in touch at resolver.co.uk