How do I prove I bought the item?
Consumers often get confused about what they need when returning a faulty item. And they ask me about it across my social media platforms Instagram, Facebook, TikTok Threads, on my blog and in the media. In my weekly The Complaining Cow Consumer Column, I cover common questions like this one.
The law states that you do not require a receipt, it simply says you must have “proof of purchase”. There may be the odd occasion where a retailer will say you don’t need that, and takes you at your word. However, from a retailer’s point of view, the item could be stolen or come from another store.
Below is a TikTok video which gives an overview of your rights regarding proof of purchase:
@thecomplainingcow What proof do you need when returning an item? #refunds #returns #consumerrights #purchases #consumerlaw
Prove you bought the item
The proof of purchase does not need to be a receipt, however. Examples of proof of purchase could be a loyalty card statement or bank statement. Companies can trace transactions through bank statements (Sainsburys did this for me 18 years ago so stores can certainly do it now if they choose to do so!)
Also, the law is based on what the “average person” would deem as reasonable. If, for instance, the bank statement said that you had spent £50 in one transaction at a store and that store only had one item at that price and that was the item you were returning and it would be complicated to make a total of other items reach £50, then that the average person would probably deem it reasonable that the item was purchased at that store.
Trading Standards describes bank and loyalty card statements as examples of acceptable proof of purchase in their guidance for retailers.
Boxes and carrier bags are not proof of purchase. You do not need the box if you are returning the item for a refund, repair or replacement under the Consumer Rights Act 2015. You will, however, need all the original packaging for a “change of mind” return.
Tik Tok video providing details about original packaging and when it is required for a return:
@thecomplainingcow Lots of people are told they can’t get a refund because they threw the box away. But store policy and consumer law aren’t always the same thing. Have you ever been told this when trying to return something? 🤔 #consumerrights #refunds #customerservice #shoppingproblems #returns
Help with complaining to companies
For more consumer rights advice, tips, information, real examples and template letters GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!
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