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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To wonder what the point of gift receipts are if the original purchaser has to return the item?!

47 replies

Onelittlebugbear · 09/01/2014 13:26

My aunt bought dh a jumper from Debehnams for Christmas, we don't see her that often as she lives about two hours away so she had enclosed a gift receipt.

The jumper doesn't fit so I tried to take it back today with the gift receipt - it was purchased on the 21st December so within 28 days.

The till woman refused to either give back the money or give a gift card! She said that the original purchaser needed to go in to have a refund back on to the original method of payment (I assume card). She said she could only swap the item (cost £29.99). How can this be true?! We won't see my aunt again for a little while so unless I post the item back to her we are stuck swapping the item for something else in the next couple of weeks as if we leave it any longer the receipt will expire. I asked about having it on a gift card as at least that will give us a bit longer but she said no, only an exchange.

How can this be?! I've got the receipt, it's within 28 days and they must know that the original purchaser won't be there with the gift receipt else what is the point of them?! You may as well just give the item back to the giver for them to return and not bother with the gift receipt.

I'm really cross. I'm sure I've had gift receipts for other places and they've either refunded the money or given a gift card?

OP posts:

SparklingMuppet · 09/01/2014 13:28

It's unusual not to put the refund on a gift card but other than that YABU.

Original poster

Onelittlebugbear · 09/01/2014 13:29

But I'm returning an item, within 28 days with a receipt.
How can they not give a gift receipt or a refund?

OP posts:

BuilderofDuplo · 09/01/2014 13:30

They're not obliged to give anything back unless the item isn't fit for purpose. Why don't you want to swap it for something else?

Mim78 · 09/01/2014 13:32

I suppose they would say it is so that you can swap the item.

However, they are a bit silly not to put it on a gift card because you would have to spend that in their shop, whereas the purchaser wouldn't have to if they gave a refund on their card.

jacks365 · 09/01/2014 13:32

Yabu an exchange because of the wrong size is a coutesy not a right and they are right if its being refunded rather than exchanged it needs to go back on the original card.

Poledra · 09/01/2014 13:32

Hmmm - I returned something to Debenhams just after Christmas with a gift receipt, and was offered a gift card for it. As it happened, the person who'd bought it was there with me and we got a refund to their card but otherwise, I'd have taken the voucher instead.

Sounds like the till woman had a mad moment...

glasgowsteven · 09/01/2014 13:33

This is why people should give money

No one likes having things chosen for them

Middleagedmotheroftwo · 09/01/2014 13:33

They can't refund you if you aren't the one who bought the present. That just seems common sense to me, and I wouldn't be surprised if doing it any other way is illegal, as it's not your money. And they have to put the refund back on the card originally used to purchase the item anyway.

The point of a gift receipt is proof of purchase - ie that you didn't nick the item in the first place, and so that you can exchange the item without necessarily knowing the price, and that if you don't want to exchange, you'll never know the price.

I am surprised the store won't give you a gift card though - I would push this if I were you.

Original poster

Onelittlebugbear · 09/01/2014 13:34

Because dh wasn't with me and he'd probably like to choose something. We only have a week or so before the 28 days is up and I'm not sure when he will get chance to look.

The back of the receipts say 28 days for refund. Why is this different with gift receipts?

OP posts:

ShatnersBassoon · 09/01/2014 13:34

They really should give you a credit note, but definitely not a refund.

It doesn't matter to them if you swap it for £30 worth of goods today or next week.

TimeToPassGo · 09/01/2014 13:34

I think she's wrong. I don't think that is Debenhams policy. I would go back and speak to a supervisor or ring customer services. Companies like Next and Debenhams have always refunded to a gift card for me without any problem.

MacAndCheese · 09/01/2014 13:34

A Debenhams gift receipt allows you to have the money put onto a gift card - it's only without a receipt that you'd have to do an exchange in store on the day. Does it say on the receipt that it's valid until the 31st of January?

elesbells · 09/01/2014 13:35

Yep it's right...retailers only have to give a refund if it's faulty. Most stores will only refund to original payment method. You have no right to refund if it's fit for purpose.

However, I do think not putting on a gift card is a bit mean..

WitchOfEndor · 09/01/2014 13:36

I returned something bought from Debenhams by my Aunt DS. I did ask the woman to see if she could order it in a bigger size and it was out of stock but she then gave me a gift card for it, and I didn't have a receipt at all. Sounds like it depends who you get!

Original poster

Onelittlebugbear · 09/01/2014 13:37

Yes it does.

I'm fairly sure I've had refunds put onto gift cards in debenhams before and I did query it but she was very definite.

I will have to go back.

OP posts:

gamerchick · 09/01/2014 13:37

Why couldn't you just swap the jumper for the right size?

Shakirasma · 09/01/2014 13:39

Unusual not to be offered a gift card, but its not the shops fault they can't give you cash, money laundering laws mean that a refund can only be given by the same method as payment was made, and if that was a card then it must be refunded to the original payment card.

Original poster

Onelittlebugbear · 09/01/2014 13:39

They hadn't got any gamerchick.
My aunt lives in a big city and the store there is a big one. We only have a smallish store. It doesn't carry anywhere near as much stuff.

OP posts:

NinaandtheNeurotics · 09/01/2014 13:39

just nip down to the Bobbi Brown counter and treat yourself

MacAndCheese · 09/01/2014 13:40

Go back and talk to them, I'd also suggest looking at the back of your receipt as it should have a few details. Either way - with a gift receipt that's in date you can have it put onto a gift card.

SquinkiesRule · 09/01/2014 13:58

Debenhams gave me a gift card when I returned something with a gift receipt right before Christmas. Strange that she wouldn't give you one. I'd ask for a manager.

gamerchick · 09/01/2014 14:08

Then definitely go back. It's odd that she wouldn't give you a gift card. It's not your fault they can't exchange it.

nancy75 · 09/01/2014 14:14

For everyone saying the store doesn't have to give anything unless the item is faulty - this is correct in law however if a shop displays a point of sale message stating that items can be returned for exchange or gift voucher up to x days with a gift receipt they do have to honour their own policy.

shoom · 09/01/2014 14:19

Ask to soak to a supervisor.

They should give you a gift card, I'm sure that's their policy.

shoom · 09/01/2014 14:20

Ask to soak to a supervisor.

They should give you a gift card, I'm sure that's their policy.

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