How To Take Something Back To A Shop
Whether it's faulty goods, unwanted Christmas gifts or the wrong sized clothes; taken something back to a shop is always an uncomfortable experience. Jerry Bilo, an advisor from UK consumer advice service, Consumer Direct, tells us how to take something back to a shop.
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Step 1:
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Know your rights
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If the goods are:
a) faulty,
b) not fit for its purpose
c) or misdescribed
You are entitled to a full refund by law.
However, if you bought the wrong item buy mistake, or have simply changed your mind the shop is not obliged to refund you, but more often than not a shop will offer you an exchange or refund out of goodwill. Check the returns policy of the shop in question, details of which may even be printed on the back of the receipt.
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Step 2:
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Act quickly
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Return the item to the shop as soon as possible. If you can't get back to the shop for a few days give them a telephone call to let them know you are dissatisfied with your purchase. In the eyes of the law, if you keep it for a long period of time you have legally accepted the item.
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Step 3:
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Return
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Take the item back to the shop along with proof of purchase. If you don't have the receipt this could be a bank or credit card statement. Speak to the appropriate member of staff; be clear about what is at fault with the item, state what you want done about it and set a time limit for the action. You are entitled for a full refund and do not have to except a replacement, store credit or a repair.
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Step 4:
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No excuses
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Do not let the trader pass the buck by claiming 'it is manufacturers fault': It is the seller who is responsible for dealing with returns. You may have further rights under the manufacturers guarantee, but at this stage the trader should rectify the problem.
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Step 5:
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Get writing
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If the trader does not resolve the issue don't give up, back up your complaint in writing to customer services or the most senior member of staff. If they are a large company, write to the head office, the shop is legally obliged to give you the address.
In the letter explain what is wrong and what action you have taken. Again state what you would like to be done about the matter and set a deadline. Attach a copy of your proof of purchase, and any other evidence you may have such as photographs. Keep the originals, and a copy of the letter, for your records.
If you follow up the letter with a telephone, make a note of who you speak to, what is said, the date and the time. Be assertive but do not lose your temper.
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Step 6:
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Further action
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If your complaint is still not resolved you should contact a consumer organisation for advice on your particular issue, in the UK this would be Consumer Direct. They will assist you in any further action taken to settle the matter.