Primark

I can totally understand why they refused to refund you something without a receipt that’s completely understandable.

But refusing to exchange for a different size even when you have the receipt is unnecessarily restrictive.

I took an item back without the receipt and was told no. I just said, fine, no problem it’s my mistake and the assistant actually thanked me for being nice about it as apparently they spend their days being harangued by people who are rude and unpleasant to the staff for simply doing their jobs.

Im not talking about damaged items, just wrong size or changed my mind returns.

It's not 'a rule' at all!!

They really do pursue people even though items are low cost. They also have a lot of store detectives in plain clothes as well as security guards although obviously that depends on store size.

Shops don't legally have to offer refund or exchange if you buy instore. They do it as a courtesy and because they think people are more likely to buy if they have the security of knowing that they can return if they get it home and find it doesn't work with the shoes they were planning to wear it with, or they didn't try it on in store and find at home that it's not a good fit.

Sports Direct have made the calculation that it will work better for them if they don't offer that extra service so they don't. I think they have signs at the tills saying exchange or credit note only don't they?

Me too. 😂

They really are the bottom of the pile when it comes to brains.

I’m guessing because items don’t have security tags on them and there are few CCTV cameras and just one security guard usually.

Because items are low cost, thieves know Primark are less likely pursue them.

Having said that, I did see a couple with a toddler held outside my local store recently. They had stuffed items on the bottom shelf of their pushchair and walked out.

What was disconcerting was their utter lack of embarrassment, it was just another day to them, so I’m guessing it happens a lot, and with repeat offenders.

That doesn’t surprise me at all!

I once bought black and white versions of the same bra in one branch far from my house, only to find that when I took the bras out of the bag the next day, the black bra had transferred A LOT of colour onto the white bra.

I took the bras back to my nearest Primark that very day. The assistant called the manager and he refused to refund me, first saying that I must have caused the damage myself. I asked how he could reasonably suppose that I had caused the transfer of the black colour in the outline of a bra onto the white bra within 24 hours when both bras are clearly tagged and unworn? He had no answer. He then said I need to take the items back to the store where I bought them. I said Primark policy is you can refund to any store, I’m not making a costly and long journey just because Primark have sold me shoddy goods made with cheap dye. He refunded me, but wasn’t happy.

No disrespect to Primark but this always puzzles me. If I was a shoplifter I’d go somewhere more worth-the-risk.

This is actually the case in most clothing stores now and has been for the past few years.

Good for you.

I bought my son a pack of 5 pants in age 10 size. Went to have a coffee, looked at the pants and noticed that 4 pairs in the pack were age 4 size. I went back to the store (a few hours later) to have some idiot tell me their exchange policy didn't apply to underwear. What a fuck wit. She was apparently a senior sales assistant. How brain dead can you get. I kindly explained in a manner that may make sense to such a dumb ass that what I purchased wasn't what the description said and that I haven't changed my mind but a 10 year boy cannot wear pants for a 4 year old boy and the problem was the stores not mine. After some carefull consideration she said I'll do it just this once. Lmfao. What a dim wit. And just to add why is Primark a prime place for shop lifters? If I was going to risk getting arrested it would have to be for more than a £10 pair of jeans.

The customer is no longer valued. In my town primark is the biggest of about 3 shops that sell clothes, it's basically a wasteland of pointless shops. They basically have a monopoly of clothes shops in many places and don't have to give a shit.

Primark are notoriously strict with refunds and exchanges now, they won’t even exchange WITH a receipt after 30 days!

I get it, the number of people stealing goods and then asking for an exchange must have been crazy.

I once just wanted to exchange some unworn, still-tagged trainers for a bigger size, with the receipt but after 30 days had passed, and Primark refused. I asked to see the manager, I denounced their sledgehammer policy, but they didn’t budge. That’s when I finally accepted it and only bought things that I was very happy with.

However, I must admit that I went to the shoe section, put my smaller ones back on the shelf, and picked up the larger size and walked out.

There is no legal right of refund or exchange for in store purchases unless they're faulty.

Most stores will exchange or refund money with a receipt (eg wrong size or just changed your mind) but there's no legal obligation to do so. It's a goodwill gesture to keep customers happy and to encourage them to shop there again.

That's why it's important to be aware of the store policies.

Different laws apply to online purchases.

Ever since I was little it has always been need a receipt for a refund as standard, sure some stores may do their own thing but it is logical to me to go with that if I get one without great but it is not the shops fault if I dont

The problem is we don't know what's law or store policy. When I went to sports direct I heard them say no returns only when someone asked. But no signs saying that was their policy. But my first thought was that's illegal, shops have to return items. Which if they actually don't why do they do or do they have too? No idea

It used to be the case that Primark would do exchanges without a receipt. But I can imagine that many people took the piss. For one thing, it's a shoplifter's go-to shop.

I don't know their refund policy but your first post implied that everyone should think themselves lucky they can get a refund anyway. All I'm saying is that each store has to stock to their rules and it isn't up to the cashier on the day if they refund/exchange etc. Whatever is written in writing has to be adhered to.

The banking app doesn't itemise what you've bought though

But in this case Primark haven't chopped or changed their refund policy. It’s on their website & im pretty sure it is also displayed in the store.

By purchasing you have accepted the stores refund and exchange policy so have made a contract with them. So if it says you need the receipt, the tags and labels need to be on for a refund or exchange and you've agreed not to remove them whilst deciding. It needs to be in a resealable condition so no dirty marks or strong aromas. If there is a mark when purchased you should ask the cashier to type it on the receipt same as if the tag was missing when sold. They can come off when people try on in store. You don't get to take them off or cut the wash label out because they itch, or do the same for the hygiene strip. It's not OK to wear shoes all day at work or for and interview or all night at a party and return them because they've not been worn 'outside' but have dirty scuffed soles and creases around the toe area. If you have a dirty floor at home please give them a light wipe!
If an item is faulty and you are returning bedause the law says you can also consider Martin Lewis's SADFART rule. Satisfactory quality As Described Fit for purpose And last a reasonable Amount of Time (for what you paid) People return steaming sweaty shoes because they wore them in a thunderstorm and they let the rain in..desert boots ballet flats etc not wellies. Umbrellas breaking in a gale force wind that coat £3..CFs

You always need to pay attention to refund and exchange policies. Its very easy in these Internet times you just need to check the website before you buy or ask at the time of purchase. I too had the pleasure of dealing with people who, didn't bother to check before throwing their toys out of the pram and quoting there rights (wrongly) and suggesting to you how you could circumnavigate the rules by checking cctv or looking at your till. Martin Lewis and all the consumer champions explain how shop policies differ every Christmas and still people choose to not understand

This isn't necessarily true. It depends on the shops refund and exchange policy. They can't chop and change depending on what day of the week it is. The exchange/refund policy is a legal contract when you purchase in the store.