Sending stuff back to Santa made simple
If what’s under the Christmas tree isn’t quite right, you have rights to return
The presents are wrapped, the mince pies are in the oven and The Great Escape’s on the telly. But what happens if you’ve changed your mind about a purchase made during the December shopping bonanza, or a friend or relative ends up not being as taken with that reindeer jumper as you thought they’d be when you bought it?
We asked James Walker, founder of Resolver.co.uk, which gives consumers free help to sort out complaints, for his top tips for knowing your rights when it comes to returning unwanted gifts…
What if I want to return a purchase but there’s nothing wrong with it?
The good news is, if the item was bought online or on the phone, then you generally have 14 days to return it, under Consumer Contracts Regulations 2013. However, usually the retailer will ask the purchaser to return the item – so you may have to confess to the buyer if a gift you received ‘isn’t your thing’.
What if I bought the item in store?
These rules don’t extend to items bought in store, though you have several rights for faulty or misrepresented items. Some stores do allow you to return items with gift receipts – an additional receipt provided by the retailer with the price not included, so you can return or exchange items. You don’t need to be the giftgiver to redeem a gift receipt, but the retailer can set the terms if the item isn’t faulty.
What if the goods are faulty?
You’ve got lots of rights when it comes to goods or services that don’t work. However, there are certain time limits you may need to bear in mind. The Consumer Rights Act 2015 says you have 30 days from the date the goods were purchased to return the item if it’s wonky or isn’t as it was described. This matters because if you’ve asked for an item to be delivered by Father Christmas, or got the elves to pre-wrap it, you won’t necessarily know if something is awry. You’re entitled to a full refund if the goods are returned within 30 days.
What if it’s over the 30 days?
If goods are faulty, you have up to six months to return the items–you may need to be prepared to compromise though as you could be looking at a repair or replacement. Even over the six-month mark, 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. What about individual stores and their returns policies?
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.
What if the provider of goods or services says the item isn’t faulty?
A good starting point is asking, ‘Does it do what it says on the tin?’ If not, take the time to explain why you haven’t got what you thought you were getting.