Know your rights on in-store returns and refunds
Every day, consumers ask me a variety of questions across Instagram, Facebook, TikTok and Threads. My inbox and social media is always flooded with complaints and questions about high street retailers only giving credit notes, instead of refunds. They often reference Sports Direct as not abiding by consumer law, but this is not necessarily the case.
Consumers are frustrated that they have tried to return items to retailers such as Sports Direct, only to be given a credit note. This is one of the public’s most common misconceptions about consumer law.
In my weekly The Complaining Cow Consumer Column I share the issues that come up most frequently.
Items purchased off premises
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, consumers have 14 days in which to change their mind and another 14 days to return the item for a full refund when buying items “off premises” (online).
Unfortunately, some consumers believe that this also applies to purchases in store, yet sadly it doesn’t! The Regulations apply solely to ‘off premises’ purchases, such as buying online. This is because you aren’t able to inspect an item like you can in store.
Items purchased in store
If you change your mind and want to return an item to a store, it will depend on the company’s Terms and Conditions as to whether they will give you a refund, exchange, voucher, credit note or nothing at all.
Items purchased in store or online
However, under the Consumer Rights Act 2015 (CRA) you are entitled to goods that are of satisfactory quality, match the description, are fit for purpose, are free from defects and last a reasonable length of time. If the item does not meet all these requirements, you can return for a full refund up to 30 days from purchase and after this time a repair or replacement. This applies to both on and off premises purchases. When buying online you do not pay the return postage for a breach of the CRA but you may have to pay postage for a change of mind.
It is worth noting, too, that you will need a proof of purchase to get any refund back to the account you used to pay. With an increasing number of companies charging postage for change of mind, I would recommend checking the returns policy of any company before spending your money!
@thecomplainingcow Replying to @Sociallyconscious22 #SportsDirect #knowyourrights #refunds #refundpolicy#returns
How to complain to get refunds and more
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