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Returning broken presents

(8 Posts)
Trifle Tue 04-Jan-05 16:12:21

Have had major row with Focus today when I tried to return broken train set dp bought. They were adament that only dp could return the set as it was purchased by him on his card. I gave the scenario that had the train set been sent by a distant relative how would it be possible to obtain a refund if that person didnt live locally. They were adament that they were not authorised to refund any card other than the one it was purchased on and to the person who bought it. After much arguing and going through various managers their customer services dept finally relented and refunded my card. Then had exactly the same scenario by ELC when I returned a faulty item. Finally they refunded me the cash. Does anyone know what the situation is on this and how can major stores adamently refuse to refund faulty goods only to the person who bought them. What if the present had been bought by a visiting relative who had now returned home. I've got to return more stuff tomorrow and cant be doing with this hassle.

TheDragon Tue 04-Jan-05 16:24:50

I thought that shops were usually happy to refund you in vouchers in those circumstances.

Whizzz Tue 04-Jan-05 16:26:58

Yes I've had a similar thing in B&Q - I think its just easier on their part to put the money back on the same card, rather than to give you vouchers or to credit another persons credit card.

Trifle Tue 04-Jan-05 16:36:39

If an item is faulty I am not obliged to accept vouchers (under Sale of Goods Act) and stores cannot legally force me to do so. I am only obliged to accept vouchers if an item is perfectly good but unwanted. Stores cannot legally refuse a refund on a faulty item which this boils down to but it seems that their way of circumnavigating this is to only refund the purchaser and I dont recall any legislation on this. Incidentally I did tell Focus that I would be happy to accept vouchers but they still refused that.

TheDragon Tue 04-Jan-05 16:38:52

I have a sneaky feeling that you are not, in fact, entitled to anything as you are not the original purchser. The contract between shop and customer is with the original purchaser. Technically.

mistletoe Tue 04-Jan-05 16:41:34

I think the credit card thing is as much for your (the consumer's) protection. Otherwise, someone could nick things you had just bought on your card, and return them and get a credit to their card, or cash for them.

But if the goods are faulty there shouldn't be a problem, because they should just offer you a refund of the purchase price, by whatever means they can

iota Tue 04-Jan-05 18:15:34

dh returned something I bought for him to John Lewis today, as it was faulty. The assistant gave him cash as I'd bought it on my credit card - hooray for John Lewis

JudgeFlounce Tue 04-Jan-05 20:40:59

Message deleted

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