Do shops have to give me my money back?
When you buy something from a shop you are entering into a legally binding contract. Therefore they don’t have to give you a refund simply because you have changed your mind. Only if one of your statutory rights is breached (i.e. that the item is damaged, of poor quality or not fit for purpose) do they have to give you your money back.
Shops will often tell you they will only give a refund on production of proof of purchase. Don’t be mislead into thinking this must be a till receipt. It can be a bank or credit card statement, although you may run into difficulties if it is for a different amount than that of the item you are trying to return.
More Common Complaints
- They say I’ve taken ownership so it’s my responsibility
- The shop doesn’t want to know, they say it is the manufacturer’s responsibility.
- It’s second hand – do I have any rights?
Your Statutory Rights
Related posts:
I bought a saucepan on Saturday, 15th Nov at around 2pm at my local Morrisons store in Totton, Southampton. Having read the leaflet attached to the saucepan and realising that the handle was going to get hot when cooking with it, I decided to return it complete with all packaging and unopened on Sunday, 16th Nov at 1pm. I was told I could have a refund by way of a voucher which I was quite happy about since I shop in this store about twice a week, but was not happy when informed I had to spend the voucher before closing time on the same day, which I found very irritating since I was on my way out to meet friends for Sunday lunch.
Please advise if the store was right to tell me when I could spend this voucher.
Thelma, When buying something in a shop you are entering into a legally binding contract of sale, and for this reason, they don’t have to give you anything just because you change your mind (only if it is in breach of your statutory rights). Therefore, although it seems a little ridiculous, they are entitled to do this.
I purchased multifunction xmas tree lights which is exempt from 30-day guarantee – on interenet it said white LED which I wanted – on bringing them home I find they are more blue than white. What are my chances of an exchange/refund/credit note.
Certain shops talk about their 30 day and (in the case of certain catalogue retailer) 14 day guarantees, and state ceertain items as being exempted from it.
This is an add-on guarantee from the retailer (and the withdrawal of it can seem misleading) and is nothing to do with your statutory rights. It is usually a “no quibble” guarantee which is indeed beyond what the statutory rights give you.
HOWEVER, you still have a YEAR under your statutory rights.
All they are withdrawing is their “no quibble” refund.
Helena, the 30-day guarantee is irrelevant here. if they were not as described you have the automatic right to reject the goods and get a full refund – even if you have opened the box. However, the problem with white LEDs is they can sometimes have a slight bluey tinge to them, although it is possible to get bright white LEDs.
I’ll be returning a pair of shoes I bought my wife and wonder how best to put it so I get my money back. They don’t actually fit as well as she would like and doesnt like the style any more! Any Help?
Tony, shops don’t have to offer you a refund, although most will offer at least a credit note. If the shoes have been worn outside, this will be evident and the shop won’t offer anything.
I bought a jumper top and a set of gloves and hat to my kid from Woolworths this morning, but before I pay, I asked the sales adviser if they are not fitting, can I return them to the shop and she replied yes as long as the receipt is with me. The size was not right and I took them back to the shop, but I was told by the same adviser and another sales adviser claimed to be higher than her that a refund is no longer available and only offering exchange. The thing is the right size is not available in the shop of everything must go and the back of the receipt is still showing returned items within 16 days are eligble for refund or exchange. This is beside the misleading information of the adviser when I asked her before paying cash for her. Now they told me this and the till has no notice of non-refunding (only exchange) returned items. It was an embarrassed situation and the adviser (who claimed to be higher) was very rude and he then continued serving other customers while I was standing hopeless. I asked to speak to the manager of the store and I was told the manager will not be back untill Monday, but the decision of no longer refunding will not be changed and as it was made by the adminstrators. I appreciate your advice.
After buying my fiancee an engagement ring from a reputable jeweller and then exchanging it later for a different one that my fiancee liked under the proviso that it be resized and the designers name be removed from the outside of the ring.
The ring was sent off to Italy to be recast and resized. It came back 6 weeks later, however there was still issues with the size and so it was sent back again. It came back after another 3 weeks resized but the manufacturors thinking they had forgotten to put the designers name on the outside, engraved it on again.
To have it redone without the designers name on (this meaning that it would have to be recast again and sent back to Italy) a process that will take over 2 months due to the Christmas and New year holidays will mean that my fiancee will not have the ring for our wedding.
We asked for a refund and the store manager said that they don’t do refunds, however after reading about statuatory rights and how stores can’t say this, we are wondering whether we have a case should they continue to refuse a refund. Can you give me some advice please?
Mohammed, shops have a duty to display their returns policy at the point of payment, so you can know before you buy. You could claim you were misled, but I think under the circumstances, with Woolworths closing down, there is probably little they will be able to offer.
Terry, You say it was a proviso, which makes it a fundamental term of the contract – meaning you would not have proceeded with the transaction otherwise. A breach of any term entitles you to rescind the contract and get a full refund (even though you ahd nothing in writing to this effect). Reasonable time also plays a part, and if they were aware of the timeframe involved – which I’m sure they were, it lends further weight to your case. there is more info about this here:
http://whatconsumer.co.uk/contractual-terms-and-conditions/
and here:
http://whatconsumer.co.uk/they-are-taking-forever-to-do-the-work/
I have recently bought a shower screen that was advertised as the same product as somethng else, i agreed that it was a special order and that I would not be able to get a refund, the problem is that it is not what the shop said it was, it was different and wasn’t what i was after, can i demand a refund?
Hello. I bought three coats for my children from a shop specialising in chain store seconds. On getting them home I noticed a very strong chemical smell coming from them. I got them out the bag and aired them, but the strong smell is still there. The coats are made in China and they have PVC (polyvinyl chloride) in their fabric content, which is a plastic coating which some stores have banned. I think the smell is a chemical vapour and therefore not safe.
The receipt says that goods may be exchanged. Can I ask for a refund?
Many thanks, in advance,
Kerry Dyson.
Hello Catriona,
I bought a heater from Tesco’s the other day and tried it out.
It’s really weak and barely heats up anything after being left on at the highest heat setting for over half an hour (although the metal surface does get ridiculously hot).
Unfortunately, I threw out the receipt already, but, it’s obviously brand new and only been used the one time.
Can I still return this for a refund?
Thanks for your help!
Jim
Adrian, regardless of what you agreed with the supplier, if the item was not as described, and you relied on this description because you were not able to examine the product for yourself prior to buying it, then you have the right to cancel the contract and get your money back.
Kerry, If you can successfully argue that the products are unwearable, particularly if there is a ‘unsafe’ element to them, the shop will have to give you your money back.
Jim, a receipt is necessary as proof that a contract of sale existed between you and Tesco, although a bank statement would work just as well. You can argue that it isn’t ‘fit for purpose’, which is one definition of ‘poor quality’ in Sale of Goods. My advice is always to ask someone to demonstrate it to you in-store to prove that it is effective. You can then inform them you are rejecting the goods and cancelling the contract (i.e requesting your money back).
Hi, I bought a pair of shoes a couple of days ago, however I did not try them on in the shop as I already had a pair the same only in a different colour. When I got home I hung them on my shoe rack and noticed they are different sizes. I looked at the price tag while in the shop which had my size on it and just assumed they were a matching pair. The shoes were also on sale when I bought them. I do know the store does not under normal circumstances do refunds only credit notes but if I cant get the correct size am I then entitled to ask for a refund as the shoes are differing sizes.
Any advice appreciated!
Kathy, this is a tricky one because strictly speaking they are not faulty, but they are unwearable. The law says that if you had the opportunity to examine the item before buying and did not do so, the shop cannot be responsible. I think this one will come down to good will on the shop’s part. If it was the shop’s fault for giving you the wrong one, you’re probably on stronger ground. This happens to shops all the time so they are used to it – it has happened to me at least twice!
hi, i bought a computer from a company selling on ebay. it wouldnt work properly so they collected it and took it back for repair, i got it back and its still the same. can a get a full refund and do i have to pay postage
Michelle, the law says you must allow the supplier the opportunity to repair it before you request a replacement. If they cannot do either you can then ask for a refund. And no, you should not be required to pay postage. Please see the following for more info on this:
http://whatconsumer.co.uk/and-if-my-statutory-rights-are-breached/
Hi,
I bought a pair of shoes last week from a shop that does not do fitting. i tried them on in the shop and thought they felt a bit big. in the end i decided to by them and do the shoelaces properly later. i wore them for 1 day outside and decided they were too large. i took them back but the manager at the shop (a chain store) said i could not get a refund or exchange.
what/if any are my rights?
thanks
I bought a digital frame from Sony which I decided to return. I went to the shop 2 days later and they told me that they would either give me credit vouchers or I lose 15% on the goods returned. I didn’t even open the box and it is only 2 days after the purchase. I just changed my mind. What is my rights on this please, and can I sue the shop?
Adrian, I’m afraid that because you have worn the shoes outside, you won’t be able to return them unless they are faulty. And being the wrong size does not make them faulty. The shop are within their rights to refuse.
Fernando, the shop isn’t legally obliged to give you anything in return unless you bought the item over the internet. Therefore they are within their legal rights to make this offer to you.
Hi just bought a mobile and they said i could not cancel the contract or anything because it is 1 day over the 14day return day, but the goods are faulty. what can i do?
Tristan, the cooling off period is for changing your mind and this does not affect your statutory rights – i.e. to return an item if it is faulty. You need to be clear about this when you return it to the retailer. You cannot demaind your money back in the first instance and must allow them to repair the item.
Hi
I bought some summer shoes from Next during their winter sales 28-Dec. I’ve just gone to put them on and they say they are a size 5, but they are definitely smaller. I have the receipt, but it says returns by 25th Jan.
Do i have any rights?
Michelle, Next do not have to do anything because they could argue that you should have tried them on when you bought them. You only have the right to return them if they are faulty, unless you can prove that they were mislabelled as being the wrong size. Next are pretty good though and will probably allow you to get at least a credit note.
I bought a pay&go phone from the Carphone Warehouse it was £60 if you topped up £20. i was already on o2 so kept my current sim card and didn’t have to top up £20. The phone was faulty from when I bought it and tried to return within 14 days. They said because its classed as an upgrade because I never paid the £20 top up, and they cannot refund me and can only replace the phone. My regular shop told me however i have a right to a refund within 14 days, is this correct?
thanks.
Jamie, if you were given a new phone as part of your existing contract, then they could argue that it is an upgrade and would only have to provide a repair. If you bought the phone new, and have proof of purchase and the phone was faulty when you bought it, you can return it and get a full refund under Sale of Goods. There is no specification of 14 days, only ‘reasonable time’. They only have to provide a repair where you have been using it for some time before the fault occurs. The top-up thing is irrelevant here, don’t be told otherwise.
I bought an own brand tesco printer cartridge. When I installed it on my computer, it did not work. Tesco tell me I need a receipt or they will not refund the money. However, surely the fact that it is Tesco own brand confirms that I bought it from them? Where do I stand.
I bought a violin from a store in Glasgow, which was tuned at the time. My daughter took the violin for her first lesson by a teacher with 30 years experience. She stated the violin was out of tune, and attempted to re-tune it, but failed to do this stating that the tuning pegs kept slipping every time she attempted to tune it. I returned the violin to the store in an attempt to get a refund, however the store owner claims to have re-tuned it and it was not his fault that the violin teacher could not tune it.
I have not taken the violin to the teacher yet, but I believe when I do she will again find a problem with the tuning.
Can I get a refund for the violin ?
Andrea, good question. Tesco need to know that a contract of sale existed between you and them – i.e that you bought it from them as opposed to someone else. Therefore they are within their rights to ask for proof. Don’t forget, you also can use a debit or credit card card statement as proof.
Robert, you must give the supplier the opportunity to attempt to fix the problem in the first instance. If they cannot do it, you can ask for a replacement in the second instance and a refund in the third. refer to:
http://whatconsumer.co.uk/returning-damaged-or-faulty-goods/
for more on consumer remedies under Sale of Goods.
I put a £50 deposit on a mattress and cancelled it less than
24 hours later. The shop asked me to sign a paper outlining delivery and cancellation
information. the paper said i would have to forfeit the equivalent
of 25% of the order cost if cancelling. as this sum is equal to my
deposit, the store are saying they will not refund. What are my
rights?
Alimasc, You don’t have a statutory cooling off period unless you have bought the mattress by mail order (i.e at a distance). If this is the case, the shop must give you back all the money you have paid. If you bought the mattress in the shop then the cooling off period you refer to is one the shop have offered you as good will and not your legal right. In this case, I’m afraid they can impose any conditions they like on it.
We booked our flight via a Thomas Cook travel agent in Sheffield on 14th Feb 09. When we made our booking we were told that we had a 20kg baggage allowance per person, plus onboard meals. Having looked on the Flexible Trips website, it states that Thomas Cook flight only bookings have a 15kg baggage allowance if booked before 4th March 09. Now we have been told by Flexible Trips whom TC booked it through that ” included in your flight price is 15kgs of hold luggage and 5kgs of hand per person and unfortunately in flight meals are not included. They are available to add on at a cost but you would need to contact the shop you booked through”. Would we be able to claim through mis-selling via the Sale of Goods Act?
Sarah, I’m not sure this would constitute ’significantly not as described’ as under Sale of Goods. New Consumer Protection Regs outlaw misleading statements, but you must prove that it led you to make a purchase you would not otherwise have made.
I just received a dell laptop which I purchased through a local retailer. When I switched it on automatically I noticed weird rattling noise. When i took it back they confirmed that there was a problem with the hardware and there might need some parts replacing. I told them i wasn’t happy with that and i wanted a new machine in working order not a fixed one, they told me they have to talk to the manufacturer and get back to me. What should i do?
Peter, see:
http://whatconsumer.co.uk/and-if-my-statutory-rights-are-breached/
for your answers to this.
My mother purchased some fabric from a market stall in Derby. She purchased 8 metres of some silk material off a roll at a cost of £10 per metre. When she got it home she decided the material wasn’t right to make the wedding outfit for which it was intended and that she’d take it back. She attempted to return the material to the stall on Monday expecting to get either a refund or credit at the stall. The stall owner told her that they have a policy of no returns and no exchanges. This does not seem right. The material is in one long piece and should be usable by someone else, even if they could not refund the full amount we think they should refund or credit the majority. Do we have any rights to contest the issue?
Robert, I’m afraid you have no right to contest this decision as shops don’t have to give you a refund unless the item is found to be faulty. Although most shops will give you at least a credit note, they will do so as a goodwill gesture and there is no legal obligation to do so. I can understand why a stall selling fabrics would have this policy as they might potentially lose money by accepting back a piece of cut fabric they cannot resell in exactly the same exact quantity. Having said this, they should have had their returns policy on display at point of sale
If I buy something in a shop, and pay for it on a credit card, am I protected by the CCA Statutory Cooling Off period? I.e. technically I have bought it on credit so would I then be able to return it for a refund even if it was not faulty, within the statutory timescales?
Thanks
We have recently purchased a Sony TV from the Sony Centre. We have watched the television for a couple of nights and my wife and I both are finding the ‘motion blur’ of the picture nauseating to the point of having to turn off. Researching this on the internet it seems a common problem that affects some people more than others and is a problem inherent in most LCD televisions. The Sony Centre say they will not refund due to change of mind, but does this count as changing our mind if we find the picture unacceptable even though the TV is obviously working to the best of its capabilities? I viewed the TV in the shop and did not notice a problem so happily paid our money. What are our rights here please? (We do have another smaller Sony LCD telly which we have no problem with). Thanks.
Steve, the various statutory cooling off periods has have nothing to do with paying on credit card or the Consumer Credit Act. They only exist under certain circumstances to do with the manner in which contracts were concluded. see: http://whatconsumer.co.uk/cooling-off-and-cancellations/ for more on cooling off.
Hi Catriona, thanks for the reply and the link.
The links states:
Credit Agreements
You will only benefit from a cooling off period if the credit agreement was made in one of the following ways:
For agreements signed away from the creditor’s normal business premises – i.e. at your home, place of work or at an exhibition stand
For agreements made at a distance (online, by phone or by post)
For agreements which fall under (1), you will have a cooling off period of 5 days,
So wouldn’t paying on a credit card then constiute entering into a credit agreement away from the creditors (i.e. the card company’s) normal business premises?. In other words, am I entering a new credit agreement with each transaction?
Chris, you only have the right to return an item if it is faulty, simple as that. Unless you can show that the TV is causing the effects you mention due to some kind of manufacturer’s fault, then I’m afraid Sony have no legal obliigation to take responsbility for the problems you are experiencing. Your best chance of success might lie with a goodwill exchange for another product (plasma?) or a credit note.
Hi my son bought a pushbike from sports direct.com on the 8th march this year at their retail outlet in Feltham.He paid £70 for it(the advertised price). It was still boxed although the box had been opened.When he got it home he found the pedals were missing,the forks were twisted and the manual had been removed from it’s sealed bag. He returned to the shop the following day and was told the shop did not deal with refunds or returns to the shop and that he would have to contact their head office.Head office so far have fobbed him off! I returned to the shop yesterday with him and ended up having a row with the manager as they still insist that they do not have to take the bike back & give a refund. Could you advise me how we stand please? thank you
Steve, no, a credit agreement is an agreement you have with a credit provider in the form of a loan or a credit card. It doesn’t refer to the transaction between you and the retailer or supplier.
Dave, Under Sale of Goods, the ’supplier’, as the responsible party is the shop where you bought it from, they cannot refer you to head office or anywhere else (although as a company they are all liable). Inform them that under Sale of Goods, the item is not as described (parts missing) and therefore a breach of your statutory rights. You are within your rights to request a replacement or a full refund in reasonable time. Give them 7 days to comply otherwise you will take the matter to the small claims court. If the shop has the facility to take your payment it will also have the facilities to give you your money back.
A small query regarding a PAYG mobile. A phone bought recently (in last week) has died and I’d like a full refund as I’ve lost confidence in this product for failing so soon. Some mobile phone stores claim that PAYG mobiles are exempt from refund, but surely I should expect a refund on grounds of ‘not fit for purpose’? I have receipt plus the phone account hasn’t been topped up with credit as yet either.
Please advise?
Paul, you need to give them the opportunity to repair it, before you ask for a refund. However, it is always worth asking.
i bought a webcam just after christmas from pc world however when installing it i found there to be no microphone. Thinking this was standard in all webcams i went back with the item put perfectly back in its box to be told i cannot have a refund as they dont do them. Yet i was at a refunds and exchanges desk. I asked to speak to the manager who said that its right they do not offer refunds or store credit. After getting angry and dropping the box in an ink cartridge recycling box i walked out. I still have my reciept and although it wasnt for a lot of money i was angry at the fact no one was willing to help. What are my rights in this situation all i wanted was another webcam and i was willing to pay the difference
Hi,
My wife bought winter leather boots from Moda in Pelle at 10th of November. Expecting good quality got disappointed as after two months heels started to split apart at the bottom section. Returned to the shop. After two weeks their technical replied that due to bad weather they were worn in, as well as heavy whear they are not accepting the claim. My wife is petit women (<50kg) moreover boots where really well looked after treated with shoe polish and waterproofer as well. Although leather is fine, it looks like heels are very poor quality- not expected for this price boots (£130). Shop tried to take their hands off from the resposibility for the poor quality but we insisted them to speak to their customer service this time. Can she claim her money back? Please advice. Regards
Rafal, I am in a similar situation, I bought £85 shoes on Saturday, wore them once and now the platform is tearing away from the actual shoe. Again, they were well treated for, and there is barely any wear on the shoe at all considering I only wore them to a Restaurant. I was wondering was your problem resolved??
Hi
We bought a TV from Comet on 18th Dec 09 and the TV started to go wrong mid January 2010. We returned it to the store and they said they could not replace it, it had to go back to the manuafaturer for repair. We have chased it several times to be told that they will not replace the item and we just have to wait for it to be repaired. We have today been contacted and told that the maufacturer are still waiting for the parts to repair it and they will not be at the factory in Germany until 1st April, making the return of the TV unlikely before the end of April. Is this timescale ‘unreasonable’ and can I demand my money back on the basis of this?
I bought a watch from H Samual last April (2009) with the extra 3 year guarantee, within three weeks the watch stopped and the shop replaced this with a new one. 3 months after the replacement was issued it stopped. H samuals sent this back to the manufacture to be fixed, it came back 2/3 weeks later. A couple of months later the watch stopped again and was re-sent to the manufacture to be fixed. Within 10 mins of picking up the watch the second arm fell off. I took the watch back and explained that I was not happy with th equality of the watch and had lost faith in teh brand. They offered a replacement watch to the same value as the one I bought. Can I request for my money back and go else where?
I look forward to your comments
I bought an outfit at a store for £100. At the time, the trouser of the outfit was not fitting adequately. The owner of the store stated that she can have an alternative trouser made in the same material as the original in my size. I bought the item on this condition.I return to the store a week later to be told that they cannot find the exact material and give me what they feel is close to the original. It is in fact a different colour to the original. the shop states that they have a no refunds, no money back or exchange policy. what are my rights?
Hi,
My friend bought a Pay as you go mobile about 5 days ago. It was faulty so she returned it to the shop and they repaired it. Only when she received the phone it was damaged i.e chips and scratches and has a different fault, it turns off after 10 or so minutes.
What are her rights ?
Thanks.
Hi, firstly id like to say this website is great
ok onto things, i bought a graphics card for my computer about 4 months ago and it has always been faulty but it has still be usable untill recently when it completely failed and does not work what so ever, the shop i purchased it from are offering me a replacement but i dont want one i have given up on this brand of graphics card and would like my money back, but they say that as i did not return the item within 28 days of the day of purchase i can only have a replacement is this right? thanks
A Matress which was bought with a foam Topper was inspected by the “mattress inspector” and determined to be faulty, the shop has offered to supply an alternative up to a certain value, however do i have to accept this or can i ask for my money back and choose where I would like to purchase a replacement. The goods were obviously not fit for purpose and if i chose goods to a lower value than was offered i don’t think this is a fair way of going about things, Could I ask for money and not goods.
The matress was purchased a while back and the company agreed on the value minus an amount for wear and tear.
I bought a kettle which has now developed a small leak 7 months from purchase. As it is a cordless model and the leak is going over the base I feel it is dangerous. I had to return my previous kettle for the same problem but within 6 months and accepted a replacement. I don’t want to have another one the same now, what can I do and what, if anything, am I entitled to?
I had a dress bought for me well over a year ago, but after trying it on I had to take it back as it didn’t fit.
They were happy to give me an exchange.
I had a look around and couldn’t find anything I liked, so I accepted a credit note that was valid for 1 year.
About two months later I went back, only to find the shop has closed down. It wasn’t a one-off shop, it was a high end high street shop.
I called them to find out where I stood, and they told me to send in my credit note, and they would send me out a cheque. After taking a photocopy, I sent it in. It’s been around 18 months and various phone calls since I did this, and I still haven’t had a cheque through.
The girl I have been dealing with has told me that she has managed to get other peoples refunds passed by the management, so I know it is possible. It’s just getting tedious.
Any advice that you can give me on this would be appreciated.
I bought a Mesh Computer in early December 2009 as the family Xmas present. It arrived in a big box earlier than they said it could. On opening the big box there was no packing or padding and the PC itself was inside an unpadded computer case box.
The PC case had paint off it and the warranty seal was broken. A PC card slot cover was pushed in. It turned on OK, but graphics programs splintered and fractured onscreen. I phoned the salesman to get a refund as soon as this occurred. I emailed repudiating the machine as unfit for purpose by Dec 16th, a day after receipt.
I then attempted to benchmark the machine using Windows 7 own software to discover that the graphics card was at DX10 and not at the advertised DX11 at all.
The next thing was when my kids wanted to play games and we discovered that the DVDRW drive could not play a CD or a DVD, let alone load and run game software. I had already discovered that no E-sata ports worked, and that only a few of the many USB2 ports functioned. The two firewire ports did not.
The in-out read-write speeds were down at 5.9 out of a possible 8 and frankly none of this was any use to us as neither the screens were bearable and the DVDRW did not work.
Then repacking the unit to go back for refund agreed to I discovered dislodged at last inside and loose a bolt! It was rolling around and had obviously been trapped in the works somewhere.
I removed it and tried again- and, sure enough the horror screens had disappeared, but the graphics performance processing small RAW files in compatible 64bit software was very slow taking 3 times as long as a duo core intel processor.
After keeping us waiting with excuses they took it back on the 6th January. Then they refused comment or replies to any emails until a letter refusing refund arrived here sometime after Feb 12 2010.
They said two months almost after I first requested a refund that there was nothing wrong with the computer, but no way could I accept back a machine from which I had to extricate a bolt and whose configuration gave such slow performance (the duo-core Intel Mac was THREE times as fast as this Quad core (plus supposedly at DX11-another 4 virtual processing cores)machine. And I just want my £1000+ returned please. YOu mention Visa debit chargebnack. I stupidly used a Visa card to pay and the issuing bank Alliance and Leicester tell me they can do nothing. What to do, and how much will small claims cost me to use please?
i went to sports direct purchased two t shirts returned them 2day,asked for a refund and told me that they dont do refunds.where do i stand i want a refund the manager started giving me abuse
Hi I purchased a mountain bike last may ever since I’ve owned it the brakes are very noisy it’s been back to the shop about four times but they were unable to rectify the problem totally, then the bike was sent back to giant the maufacturer, I received my bike back two weeks later new wheels and brakes but they were still making an awfull vibrating noise, bike was sent back to giant and they said the wheel was loose and I’ve contaminated the brakes. They have returned the bike back to the shop I purchased it from, I’ve been in contact with the shop but they are refusing to refund me I’m anoyed because this has gone on for 11months and the bike cost me £950. Can I get a refund or have I got to keep the bike?
I purchased a pair of fitflops last week, having worn them for 2 hours the toe post has broken the skin and rubbed my foot. I wear toe post sandals all the time and never generally have this problem, there is a small piece of shoe fabric stitching that is creating a rough edge of the toe post of the shoe. I contact Fit Flops as at £50 a pair and their claims of comfort, you would expect them to live up to expectations, their response was that the style are made of patent fabric and this by its nature is harder than the fabric on their other styles, they suggested I just wear them until they are worn in more and become less irritating or take a coarse nail file and file down the vamp a little (not sure what that is), try again and if still a problem file a little more otherwise they are sorry! What rights do I have as a consumer, these are not fit for purpose….
In October 09 I purchased a ring online from H Samual 5 months later one of the stones fell out, I took it back to my local store and they sent it off to quality control, 6 weeks later they called me to say it had come back and I could collect it,so I went to the store and they told me they could not find a manufacturing falt with it and if I wanted it to be repaired I would have to pay for it, when I asked what guarantee they provide the woman said I have my statutory rights, what are they?
I went shopping for a few groceries in my local Spar shop and having bought about 6 items which I couldn’t carry I asked for a bag. It was quite clear from signs in the shop that plastic bags cost 5p and this money supposedly goes to ‘an environmental’ good cause – I have no problem with this and happily handed over my 5p. However, the bag was of such poor quality it broke as soon as I put it in my car and the items ended up loose on the floor of my car and I had to make two journeys to transfer the goods to my house. Can I take the bag back and demand my 5p back as my statutory rights have been broken as the bag was of such poor quality and not fit for purpose? I don’t really want the 5p back but it is the principle that I don’t see that shops can give out poor quality bags that you have to pay for that are not fit for purpose.
Hi Del, I doubt they will give you your money back to be honest because if they take into account the price you paid for it and the fact that it was only a plastic bag that you expect to break because they always do and you were aware of this when you bought it, sorry
I recently bought a kettle from a small local shop.
It has an intermutent fault. Sometimes ot will switch on perfectly fine many times and others times I needed to try 10-20 times to get it to turn on and boil water.
I bought another kettle to replace it from a shop that opened on a Sunday as I didn’t want to be without a reliable kettle.
I returned the faulty one to the shop with the reciept and box and described the problem, where they took the kettle out of the box and tested it. It worked fine.
I told the them fault was intermitent. They gave me a credit note and told me to return in a couple of days where they would exchange the credit note for cash if the kettle started to display the fault I described.
I do not want a credit note as I had already replaced the kettle. I want my money back. Am I within my right to ask for a cash refund ?A credit note from this shop is no good to me as I no longer trust them and feel they as calling me a liar.
With kind regards.
i have a corner group suite off littlewoods catalogue and ive had it 6 weks but all the cusions have gone flat and in the book it was descibed as foam filled seat cusion could i send it back and get a new one pleasee answer my question only i dont know how i stand
Hello
Eight months ago I bought my wife a watch for £70.00 from H.Samuel the jewllers. But after we noticed that the gold plating was wearing off the metal strap we returned the watch and asked for a replacement or a refund. The shop refused and said they would only be prepared to send it back to the manufacturers on our behalf. Can you tell me what my rights are over this issue?
Peter
I purchased a £100 watch from House of Fraser for my boyfriend in AUGUST 2009. He wore it only few times, because he has other watches. A week ago he put it on only to find out the winding mechanism is missing and the watch stopped working. I still had receipt and warranty book so we took it back and asked for refund, but we were told the watch needs to be sent back to manufacturer for repair. We were not happy with that but we were not offered refund or exchange. Do we have to have the watch repaired or can we have a refund or exchange?
I bought a pair of shoes from sports direct last Sunday. I bought them for school, and took them in a bag to school to see if they were alright, as my school are strict about dress code. As I was told that they aren’t suitable, I took them back to Sports Direct and asked for my money back. They would not give me my money back.They have never been worn and I have the receipt with me. I went on this website and found out it is illegal not to give someones money back if, i quote ‘( the item is damaged. of poor quality or not fit for purpose)’. Then I believe that they must give you your money back. So, if the head of sports direct is reading this i should change your ways. My name is Hallam and I am 13 years old.I will no longer shop in your store and other customers be warned.
yes Hallam as you quoted “it is illegal not to give someones money back if, i quote ‘( the item is damaged. of poor quality or not fit for purpose)’” but the item was not damaged or of poor quality and it was fit for the purpose it was designed for. the store does not have to give you a refund because it wasn’t suitable for you. if the store did give a refund it would be as a goodwill gesture and not due to legal obligations.
I purchased a sat nav from halfords but when I went 2 use it I realised that my car socket wasn’t working. I then went 20 return the satnav but was refused a refund or exchange because they only do this with satnavs when they are faulty. I would b fine with this but I wasn’t told this part of there retuurn policy before I purchased the item. Instead they stapled an extra bit of receipt with this return policy 2 my till receipt. How am I ment 2 know this if they dnt state it where the satnavs are displayed? I contacted there headoffice but was told that its no longer in a saleable condition even tho I only plugd in the lead and the satnav never turned on, is there anything I can do?
My
day bought a tv underv two years ago and now it just goes off and won’t turn. The red light indicates there is electricity but it will only go on for a few seconds after the firs time. Then It won’t go on at all. It is out of warranty but I have heard that any electrical appliance ahold be covered for two years, by this act? What is my dad intitled to?
Many thanks
Mohammed
I gave money to a shopkeeper who send money to india.now its two months but i didnt get my money nor money was send to india.every day i call but he give me reply next week.now i need money as its too much for caling charges and he is not picking up the phon.what i do now.please reply.thank ue
We purchased a new wood burning cooker ten months ago through a shop specialising in cast iron cookers and have used it in accordance with the instructions. The day before yesterday the inside panel of the firebox suddenly buckled badly, making the cooker unusable. We contacted the shop through whom we purchased the cooker, but they say it will take a month before they can get a response from the manufacturer as the MD of the cooker manufacturer is on holiday.
As I do not think the cooker is fit for purpose, can I demand removal of it and my money back?
Many thanks.
I bought a electronic product in a shop in the UK that came in sealed plastic packaging and after opening it, I found that the product is defective.
The store has a 28 day no quibble money back policy if the product is unopened. But obviously I had to open it to use it, I went back within 48 hours of buying it.
I asked for my money back as I said the product is not of merchandising quality. But they refused as their receipt says it must be unopened.
Can they legally do this?
I changed my mobile phone network from 3 to Orange through a 3rd party company 101 mobile in november last year and was assured that they would pay up the remaining money on existing contract. I was then charged over £100 and have since been chasing up 101 mobile for my refund. I was told to send them my final bill and covering letter, which I did. I have received an email confirming they received my letter and it had been passed on to their finance dept. Since then they have ignored my emails and now seem to be fobbing me off with my phone calls, by apologising and saying they will be chasing up my refund.
What can do? I am beginning to think I will never get this money back.
I purchased a Samsung portable drive from Maplin with the express intention of it being able to fit a media drive bay on my PC. In fact whilst at the store the assistant even looked up my PC details on his computer to see exactly why I wanted this unit. The packaging gave no dimensions of the unit so I explained that if it did not fit could I return it. “Yes” was the reply. (Interestingly during the purchase I also returned a Satellite cable by-pass which had not been able to work with my Sat system. I had opened the packet to take out this component and then replaced it after it had failed to work. The assistant who served me refunded the money I had paid for that item back onto my debit card).
When I got the Portable drive home unfortuntaley it’s height was too great and it would not fit in the drive bay. I returned to Maplin and explained the problem. The first assistant I spoke to said as I had “opened the box” (i.e peeled back the little plastic strip that secured the boxes opening mechanism) they could not give me a refund. I explained that I had to open the box to see if the unit would fit the bay. He held is ground and eventually called for another assistant who turned out to be the guy who had served me a few days earlier. He agreed that I had bought the unit for my PC but backed up his colleague and then said that he had sold me a Portable media drive full stop…i.e. not for the express purpose of it fitting my machine. I then asked for the manager and another guy approached who said he had been listening. I said that strictly speaking the unit sold was not fit for the purpose. He said that as the box had been opened no one would buy a second hand hard drive.I said the hard drive had not been used at all. I pointed out that their policy of refunding was somewhat flawed in that Maplin had refunded me previously for an opened product (the Sat cable by-pass). They then said that this was refunded to my card due to “technical difficulties of giving me a credit against the purchase of the Samsung portable drive”. When I said I would be taking legal advice the “manager” even changed my words to say that I wanted to take “legal action”. Clearly he does not listen very well!
My question therefore is I appear to be stuck with a £73 item that does not fit my PC. What are the legalities around definition of “fit for purpose” and “used goods” under the Sale Of Goods Act? Ultimately can Maplin legally defend themselves on this decision?
Is the fine print on the reverse side of a receipt the contract terms between store and customer? If it says can return items at any time, am I REALLY able to return the item at any time? Or is there a reasonable amount of time that is allowed-WHAT IS REASONABLE???
Hello, I purchased a very expensive superking bed recently after having looked at many. I explained that I have a bad back due to a childhood and ongoing adult hood ailment. I have now recieved the bed, and my back has never been so sore. This could well be due to the fact that I ordered a firm mattress that seems to have no “give” in it at all. I spoke to the shop and was advised that there is nothing I can do. Is this correct ? Even Ikea has a 3 month return policy on mattresses? My fault I realise on not checking when I bought the bed but I am just wondering where I stand legally.
Thank You.
I recently bought a pair of shoes from Dune online. When they arrived the material looked different to that online and the heel was really hig. Besides all that they were too big. I sent them back immediately recorded delivery. They say they will give a refund as long as they have not been worn. I have still had no refund, I have emailed them, rang and left messages but have heard nothing. It has been 5 weeks. Am I covered by my credit card, can they reverse the charge. I have proof of postage and proof they recieved the goods.
many thanks
hayley