8 rules around retailer returns you should know

Have you ever wanted to return a store item, only to be told by the retailer that it needs to be in its original packaging and accompanied by the purchase receipt? The fact is, it’s not always necessary to follow such rules. Leading parcel delivery service CouriersPlease (CP) has done all the research on the legislation and rules surrounding retailer returns, to help you understand your rights as a consumer.

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Jessica Ip, Head of Commercial and Transformation at CP, says: “As a consumer, you have automatic rights – called consumer guarantees – after you purchase a product or service. For instance, you have the right to receive a refund on an item if it doesn’t match its description, or receive a repair or replacement if the product is faulty.

8 rules around shopping returns that you may not know about:                                            

1. The customer isn’t always right. Contrary to the popular saying, retailers are not required to provide you with a refund for every return. For example, the consumer guarantees – such as the consumer right to return an item that doesn’t match its description, receive a repair or replacement for a faulty product and the right to cancel a service if it doesn’t offer the desired results, when they purchase products or services[1] – do not apply if you simply have a change of mind, find a cheaper alternative or find you no longer need it. In these instances, retailers are not required to right the wrong or offer a remedy.
2. No receipt? No problem. Legally, you do not need to provide a cash register receipt to return a product. As long as you can prove the item was purchased from that store, you are entitled to a full refund. Proof of purchase can include a credit card statement, a lay-by agreement, or a confirmation or receipt number from a phone or online purchase.

3. You don’t need a warranty card to return a faulty item. Warranties are sometimes issued to shoppers when purchasing electronics or whitegoods. However, you are entitled to a repair or replacement regardless of whether they have a warranty. In addition, depending on the State, your rights under the consumer guarantees do not have a specific expiry date and can apply after the product warranty has expired.

4. Free repair, replacement or refund? It depends on the severity of the problem. If you return a product with a minor problem within a reasonable timeframe, retailers must offer a free repair. This only applies to products bought after 1 January 2011 and the timeframe depends on the product and retailer.[6] If the problem can’t be fixed, the retailer must provide a refund, a replacement or offer to absorb your costs for getting it fixed elsewhere. However, for a major problem – such as a product being unrepairable, not matching the description, or being unsafe – you should be given the choice of a replacement or a refund.
5. Original packaging is not necessary. Many store policies say that retailers can only accept returns if the product is still in saleable condition, which often means that it needs to be in its original packaging. When you return an item, you do not have to return it in the original packaging in order to get a refund, given that it meets consumer guarantees. This means that you are eligible for a refund without the original packaging in instances where you received the wrong size, colour or if the product is faulty.

6. You are not entitled to ‘change of mind’ refunds. It’s common to see store policies offering refunds and exchanges for a change of mind (or if you bought the wrong size or colour). However, not all retailers are legally obliged to offer this. This means that ‘no change-of mind refunds’ or ‘no change-of-mind refunds after seven days’ rules are acceptable as part of a store’s policy.

7. Unlawful signs are not allowed. Stores must only display signs that reflect consumer guarantees. Signs such as ‘no refunds’, ‘refunds on unworn items only’ and ‘we only offer credit notes’ are considered unlawful. Retailers are allowed, however, to display signs that are a little restrictive, but more reasonable, such as ‘we offer refunds and exchanges for change of mind up to 30 days’.

8. Used items or products without tags can be returned in some instances. If you unknowingly purchased a faulty product, you have the right to return the item and receive a refund – regardless of whether you have worn or used it, or removed the tags and labels. This is to accommodate for negative events related to a fault that occur after a sale, such as a missing button from loose stitching or the dye running after washing.