Returning unopened item

B&W · 10 Sep 2011 at 23:35

Hi, need to return a pushchair in a shop as ive just been gifted a better one. I have the reciept and it's unopened. The notice on the back of the reciept says:

"refunds and exchanges can only be given on goods purchased within 14 days"

Thats is fine as it has only been 7 days but I dont want a exchange just a refund, the lady on the phone said its fine but the man in the shop is a bit grumpy so im wondering if he says your only getting a exchange do I have some statutory right or something to get my money back or is it purely dependant on the shopkeepers good will?

shine · 10 Sep 2011 at 23:44

If the shop has a returns policy they have to stick to it:

http://www.which.co.uk/consumer-rights/sale-of-goods/returning-goods-your-legal-rights/your-rights/

Raymond Lin · 10 Sep 2011 at 23:47

You do not have a legal right for a refund because you changed your mind.

[TW]Fox · 10 Sep 2011 at 23:48

If there is nothing wrong with the item, whether you can return it or not depends entirely on the stores policy. They are within rights to refuse to return it if there is nothing wrong with it, even if its unopened. Stores that do return stuff under these circumstances do so because its policy or because of customer goodwill not because there is any legal obligation on them.

PhillyDee · 10 Sep 2011 at 23:48

Raymond Lin said:
You do not have a legal right for a refund because you changed your mind.

This.
Unless it is online and then is under the DSR. Any purchase in person depends on the stores policy.

Raymond Lin · 10 Sep 2011 at 23:50

Just ebay it

shine · 11 Sep 2011 at 00:04

Raymond Lin said:
Just ebay it

Why? The store has a policy to refund items, he can get a refund.

Raymond Lin · 11 Sep 2011 at 00:07

shine said:
Why? The store has a policy to refund items, he can get a refund.

If he can't return it.

shine · 11 Sep 2011 at 00:08

Raymond Lin said:
If he can't return it.

The OP states the store has a policy to refund or exchange within 14 days. They must honour this policy. Once a store creates a policy they are obliged to stick that policy.

Raymond Lin · 11 Sep 2011 at 00:09

shine said:
The OP states the store has a policy to refund or exchange within 14 days. They must honour this policy. Once a store creates a policy they are obliged to stick that policy.

I know that...if!

shine · 11 Sep 2011 at 00:10

Raymond Lin said:
I know that...if!

If what!

[TW]Fox · 11 Sep 2011 at 00:12

shine said:
The OP states the store has a policy to refund or exchange within 14 days.

No, the OP states..

B&W said:
""refunds and exchanges can only be given on goods purchased within 14 days"

It makes no mention of the circumstances in which these refunds and exchanges are allowed and it certainly wouldn't be the first time that a shop has wrongly tried to make people think such wording is there for faulty goods or similar..

B&W · 11 Sep 2011 at 00:28

we'll see tomorrow, the lady on the phone said its fine and there policy says they do. thats two things in my favor.

Raymond Lin · 11 Sep 2011 at 00:29

Just be nice to her and if its sealed then you should be fine.

shine · 11 Sep 2011 at 00:31

[TW]Fox;20042233 said:
No, the OP states..

It makes no mention of the circumstances in which these refunds and exchanges are allowed and it certainly wouldn't be the first time that a shop has wrongly tried to make people think such wording is there for faulty goods or similar..

True, but the law would side with the consumer in this instance. Of course many people don't understand the law (both employee and consumers) and thats when things go wrong.

B&W · 11 Sep 2011 at 00:32

Raymond Lin said:
Just be nice to her and if its sealed then you should be fine.

yeah but if the grumpy gits there then its a different matter.

Amnesia · 11 Sep 2011 at 07:16

just tell them you dont fit in the pushchair

Mercenary Keyboard Warrior · 11 Sep 2011 at 10:24

You can feel for small shops in this situation, maybe they only keep one in stock and have ordered a replacement now. You come along and want to return a perfectly good item and they now have more money tied up in stock than before you came in.

I would think through the possibility of offering them a restocking fee if they say no, so offer say 10% less refund than the cost of the item to allow them to cover their extra costs on your lost sale.

If its a pushchair and its a small business then is it a specialist baby shop? If so maybe take other goods to same value or a credit note for future use (suggest you use soon though, you never know how long any business will last in current circumstances). I am assuming you are getting a pushchair due to having young kids btw

Ak!ta · 11 Sep 2011 at 10:38

Amnesia said:
just tell them you dont fit in the pushchair

Rexxar · 11 Sep 2011 at 12:35

Likelihood is, if your pleasant to the shopkeeper/retail staff, then you'll get a lot further than if you begin to demand things.Thats my main tip on returning goods