Debenhams refusing to exchange

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Is there anything I can do about this?

DM was gifted a beautiful coat for her birthday that she loves but is far too small. I got the receipt and went to the store to swap it for a larger size but was told by the store assistant that they were no longer doing refunds or exchanges on any items.

She loves the coat and it’s too expensive to buy another. We’re in tier 4 from tomorrow so nothing much I can do now.

I had similar from House of Fraser too when trying to return a pair of gloves. They said anything that can be tried on at home can’t be refunded, they can only give credit notes.

What’s going on?

My local Debenhams has had this policy for a couple of years , it’s why I very rarely shopped there in recent years after a similar experience

My local Debenhams has had this policy for a couple of years

The policy change date was 26th December.

@mrsbyers

My local Debenhams has had this policy for a couple of years , it’s why I very rarely shopped there in recent years after a similar experience

I used to buy so much at Debenhams before they introduced the no refunds on products with 50% or more discount a couple of years ago. Once they lost my regular custom I never bought as much from them again.

Even after they stopped that policy.

@mrsbyers

My local Debenhams has had this policy for a couple of years , it’s why I very rarely shopped there in recent years after a similar experience

But you've never been entitled to a refund on things you've bought in store - retailers generally offer it because it's a nice thing to do, but they're certainly not required to do so.

I don't think the reason Debenhams struggled is because they stopped accepting returns - on the contrary, constantly accepting returns has had a HUGELY negative impact on the high street shops.

Shopping online is different due to distance selling regulations.

I used to buy so much at Debenhams before they introduced the no refunds on products with 50% or more discount a couple of years ago. Once they lost my regular custom I never bought as much from them again.

The no refund on sale goods already existed when I started working for them 13 years ago. You were able to exchange for something else or have it put onto a gift card. If you paid with a Debenhams card it could be refunded that way. Very rarely had anyone complain about it.