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Give me my money back

22 May 2013

When you purchase something or are given a present, what are your rights to a refund? And if you can’t get a refund, what about a credit note or exchange?

For most products that you purchase, the receipt will include the refund and exchange conditions so first things first, read up. But it’s also essential to know the law when it comes to demanding a refund or exchange. 

The most important thing to remember when it comes to consumer law is never assume. Don’t assume that just because you bought the wrong size that it can be refunded or exchanged and don’t assume that you’ll get a credit note, exchange or refund without a receipt. Always keep the proof of purchase until you’re absolutely sure that the product works for the purposes intended because the receipt is your key. Often it’s a matter of no receipt, no money back.

Refunds

A store must provide a refund or repair if the good you purchased is faulty. This means the good doesn’t do what it is supposed to do, has a defect, is unsafe or isn’t durable.

However, if you examined the item prior to payment and found no defects, you do not have a right to return it. Similarly, if the store warned you of these defects, you cannot get your money back. This is also true if you’ve used the item in an abnormal way which resulted in it being unsafe for example, using a metal object in a toaster.

A store doesn’t have to give you your money back for a simple change of mind. This is what will be detailed on the receipt and often at the point of sale area with a sign. However, once a store implements a policy, it cannot go back on its word. So if the receipt says that a refund will be given within a certain amount of time for change of mind, the store must abide by this. As long as you prove the purchase and the item is in new condition with the tags on, the store must provide you with a refund if you request it.

Something to note: a refund cannot be refused if the good is not in the original packaging or wrapping.

It’s important that you know that despite a sign or condition detailed on a receipt for example, a ‘no refunds’ sign at the point of sale, your right to a refund cannot be taken away. Under consumer law, if the product satisfies certain conditions, the retailer is obliged to give you a refund or replace the product.

Faulty products

Faulty products are usually the domain of technology. If you purchase a product that doesn’t work properly or as intended or promised, the retailer must fix it for you. It is not a fair or appropriate request that you liaise directly with the manufacturer or importer to get the product repaired or replaced. It is always the retailer’s responsibility. 

You must give the retailer the opportunity to fix the product within a reasonable time if the problem is minor. If this process takes too long, you can request a refund or replacement. 

If the retailer refuses to repair or replace a faulty product, you are entitled to get it done elsewhere. Any costs that you incur can be passed onto the business. If the business is unable to repair the product, you may ask for a replacement or a refund. 

Remember, if you don’t like the product, it doesn’t fit or you simply change you mind, consumer law cannot help you. That decision is in the hands of the retailer, although most will offer an exchange policy detailing these issues.