Refunds on Gift Receipts

[threegraces]

I received 2 gifts bought for me at BHS. They didnt suit so I took them back to BHS Oxford St. London with the gift receipt, which the present-giver was OK about - that is why she got a gift receipt. I didnt want to get anything else there, but was told that I couldnt have a refund but could only have a gift voucher to be spent in store. My experience in the past is that e.g. John Lewis and clothing shops do refund without this palaver and that is why I go back there. Ive been on line and this doesnt seem to accord with BHS policy, as I read it. Ive sent a contact form to the company. Am I wrong about this?

Afaik no shop has to refund you unless an item is faulty. Them offering an exchange or a credit note on an unsuitable gift is a matter of goodwill and not a legal requirement.

Depends how the present giver paid.
If he/she paid by debit card then they would have to give you a gift voucher. The gift receipt, when scanned, would say what form of payment was used.

I thought you always got credit note/gift vouchers if you took back an item with a gift receipt. If I give someone a present and intend to give them the receipt for it, I always pay for it in cash - that way, they can take it back and get cash for it.

I thought they did have to if they said so in writing on their site and in store. Lots of shops have notices by their tills that say they will, which usually makes me feel confident in buying there knowing that I can take it back and get a refund if there is a problem.

I think statutory right to refund is applicable only when the goods are faulty. JL et al policy is over and above their statutory obligations to their customers.

Their online story will refund though "We guarantee to refund any item you are not completely happy with when you return it to us within 28 days of purchase."

What does the back of the receipt say?

Their contract is with the purchaser - they would refund them. I have never known a store to refund cash with a gift receipt.

I find it odd that you want to return a gift and get the cold hard cash in your hand rather than exchange it for something preferable.

No they don't have to offer any form of refund or exchange if the item is not faulty, but will offer an exchange or credit note as a goodwill gesture. Some stores may offer a full cash refund but no store is in any way obliged to.

yes, ginmakesitallok has the reason - the contract is with the original purchaser not the recipient of the gift.

They werent faulty but they just werent me! Its probably too late now as I took the gift voucher from the assistant, as I couldnt stay there all day to debate the point. It just left me feeling that it wasnt a good service to me or the person who gave me the stuff.
Maybe its the difference between giving someone the gift voucher rather than the bill. However if you dont want anything else from that shop then you're stuck with your voucher. I think Ive always had a refund with the bill from JL etc. in store, but dont think Ive claimed on a gift voucher alone before, now I come to think of it. However I usually enclose bill and/or gift voucher for very close relatives when I send a present as I'd rather that they got something they like or the money. It's a useful thing to know, if you guys are correct, and they wont catch me twice that way. I'll see what kind of reply I get from the store.

They don't have to offer an exchange or refund unless the item is faulty but do so as a gesture of goodwill. However, if it says they will on their website then I imagine it is a problem with the receipt.
If the purchaser paid by debit/credit card then they have to refund onto that exact card to avoid fraudulent transactions. If they paid in cash then if they offer refunds most stores will just refund the cash. It sounds to me like the giver purchased on a card, hence the offer of vouchers instead.
(source: too many years of working in retail management!)

Next time ask your friend not to buy anything.

YABU

You could always get the gift voucher and give it to someone else...

Online shopping is different because buyers can't inspect the items in person before buying.

Many shops may give a refund if the item is as when sold, but it is often in as a good will gesture. This will be increasingly difficult in the current economy.

I think the only way you'd be able to guarantee cash back would be if your friend had paid in cash and put the origional receipt in for you, rather than a gift receipt. If there's nothing you want from BHS at the mo, keep the voucher till Christmas and use it when doing your Christmas Shopping this year.

There is no statutory obligation on them to even exchange, espeiclaly since you are not the original purchaser. A gift receipt just extends the time the normal returns policy applies (beyond say 28 days) or as proof of purchase (ie so you get full value not a subsequently reduced price) for the recipient. However the back of the receipt may state the terms of their discretionary policy. Distance selling laws apply to online purchases and these will differ to instore purchases

YABU to expect cash in return for an item. We are quite lucky that so many companies have such generous exchange policies. They really don't have to give you a refund or exchange at all if the only thing wrong with the item is that you don't like it or it doesn't fit you.

if you want cash, there's always ebay. :)

store credit is great for buying gifts other people

I'm a bit surprised that some people seem to be taking a view of moral disapproval on the fact that I didnt like a gift I was given. It happens for a lot of people I think. It doesnt mean that you dont appreciate the act of them giving the gift or love them any less. That wasnt even the purpose of my post which was to get an understanding of the legal position. Thanks to those who have helped with this.
Just to clarify on the gift thing for the sake of the agony aunts. The person who gave it is very close to me and she is not annoyed or upset that the gift was not right. We can be open with each other without bad feelings and it works both ways. She is usually spot on with her gifts. Just not this once. I get it wrong too and she has exchanged my stuff. So get over it. We have an approach in our very close family that we would rather someone got something else they liked or the money equivalent than remain in martyred silence about something they didnt like. That's why we send bills/gift receipts to each other. We wouldnt do this for people who were not so close, though maybe we should. We are not rolling in money so it matters that we spend it wisely.
I'm not sure that I feel the same gratitude to shops that others have expressed for even entertaining an exchange or refund. The companies are lucky to have us, surely. I dont think it is unreasonable to expect some level of service. It seems to me that it is good business sense to refund within reason and will make the customer more likely to shop there again which was the point I made before about John Lewis etc.

OP How did she pay?

YABU.

If there is nothing wrong with the goods, why should you get a refund?

Yabu. You did not pay,you have no right to anything & an exchange or gift voucher is very reasonable. Many stores have very generous returns policies,most people don't realise that refunds or exchanges are goodwill gestures & not a legal right (except for faulty goods).

BHS reply for everyones info:
'We are happy to refund unworn items in store for one month after purchase with a receipt or despatch note. Without proof of purchase we will offer an exchange at the current selling price.

We do not offer refunds on perishable items, pierced jewellery or where otherwise stated. If you purchased your item using a credit/debit card, you will also need this with you to obtain a refund.

Items purchased online can be returned to our warehouse, as long as they are in their original condition and within 14 days of receipt. Exceptions to this are perishable items, unsealed DVDs, CDs and software, customised items, pierced jewellery, swimwear, underwear, mattresses and bedding items where the hygiene seal has been broken. To return by post, please click here to access our online returns centre. To arrange a courier collection, please log on to www.myhermes.co.uk/returns/bhs and follow the on-screen instructions.

For online returns on purchases from Bhs Menswear, please log in to your account to create a Returns Authorisation Number.

To return items of furniture, please contact our Furniture After Sales team on 0845 196 0000.

If you wish to return an item purchases on Bhs Direct, please call 0871 984 4412 or visit www.bhsdirect.co.uk.

BHS Customer Care

We hope that this answered your question, however, if it did not please click here to send us further details regarding your query and a member of our Customer Care Team will contact you shortly.'

My view:
Doesnt address the gift receipt issue, but it seems to mean that you need to have bought the item yourself or have the original bill if paid by cash to get the refund or credit back to the persons bank only if they are present with a debit/credit card. Otherwise you are back to the store gift card.

Anyway thanks for all your help.

It should have been explained to the purchaser at the time that the gift receipt entitled only a refund.

Can the gift card be used anywhere else? BHS are part of the Arcadia group (Topshop, DPs, Wallis etc) although I know you couldn't a couple of years ago.

We offer gift receipts where I work , they guarantee the person will get the value paid for the goods if they exchange them, be that for other goods or a gift voucher, because, let's face it, most stuff has gone into the sale.They do not entitle you to a refund , they are simply proof of purchase at a specific price. M&S offer you gift vouchers with a gift receipt, not a refund, it's pretty standard.

YABU, Selfridges wouldn't even gift me store credit, I had to exchange it for another product there and then.