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AIBU?

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Original poster

To expect this shop to give me back my money?

26 replies

Snakesandbastards · 17/09/2015 19:43

Bought some children's shoes from Trespass on the clear understanding I could return and get my money back within 14 days. Paid with a bank card. Kept the receipt.

Shoes did not fit but I was working so unable to take them back quickly and it was just over a week later.

Discovered at the same time I had lost my bank card. phoned up and ordered a new one.

Shop would not refund as they needed my bank debit card. Explained situation and they said they would extend the time til next Monday.

New card and pin arrived, tried to activate it and machine ate my card. Bank says faulty machine maybe?

Even if the card arrives by next Monday I cant go to the shop as I am travelling to Coventry.

So.................Can they refuse to refund me? They can have the shoes to resell, I can wait for my card to arrive.
Don't want a credit card as I don't normally shop there. They wont give me cash, and they wont put it on my credit card.

OP posts:
nancy75 · 17/09/2015 19:48

Shops have to refund the same way you paid, I think it's something to do with the terms they agree when taking cards.

CatMilkMan · 17/09/2015 19:50

Can you call them and explain, ask if they can give you the refund after the 14 days because of the extraordinary circumstances?

ExasperatedAlmostAlways · 17/09/2015 19:51

I'm sure they would be able to issue a credit note. However if the shoes aren't faulty it's at their discretion whether they refund at all.

SurlyCue · 17/09/2015 19:53

I know some shops will refund it to a different card. Tesco did this for me when my mum bought me a dress but I didn't like it, I returned it and they refunded to my card even though it was bought on hers. its worth asking if they will refund to another card.

GirlOverboard · 17/09/2015 19:55

I would just ask for a credit note/gift certificate instead. It would be less hassle.

NotMyMonkey · 17/09/2015 19:56

If it's just that the shoes don't fit, can't you just exchange for a different size?

LemonPied · 17/09/2015 19:56

Where I worked beige and this happened, the till would refund the the account the original card was linked to, the refund could take a couple of days longer (3-5 working days total) to transfer into the account.

LemonPied · 17/09/2015 19:56

Beige? I meant before!

londonrach · 17/09/2015 19:57

It has to go back onto same card or credit note i think due the money laundering i think. Tbh shops dont have to refund but usually do. When do you get your new card.

OneBreathAfterAnother · 17/09/2015 19:58

They are not supposed to refund in a different method, including onto a different card, for money laundering reasons. They can, though.

Legally, if there is nothing wrong with the shoes, they don't have to give you a refund. That means if you can't meet their terms, they don't have to refund you. This may be different if you've already left the shoes there - have you? Your post isnt clear.

In practice, they are quite likely to extend the refund period if you explain and ask nicely.

Rivercam · 17/09/2015 19:58

Shops are under no obligation to refund and they have already extended the refund period. I would give them a ring and explain the situation. They are fully entitled not to refund, or to give you a credit note.

I think shops are getting a lot tougher n refunds now. Sports Direct only give credit notes, and other shops have reduced their refund period, especially for sales. I think next only gave you two weeks after their recent sale for a full refund.

MsMarthaMay · 17/09/2015 19:58

I've had refunds in cash from Tesco when I've paid on a card

Original poster
Snakesandbastards · 17/09/2015 20:04

Shoes don't fit and they are too rigid for what we want.

They said they can't put it on another card.

New card on,y ordered today. I'm wondering if I can send DH down with my card if it arrives in time. Not sure if I need the pin to activate it.

They did agree they would refund after 14 days as its their policy.

I will go in tomorrow and leave the shoes there and hope they extend until I get back.

Really frustrating as I have never lost my card before. DH had put it away in a drawer thinking it was his grr

OP posts:
londonrach · 17/09/2015 20:08

No pin needed for refund from what i remember. Send dh in as soon as the card arrives.

kali110 · 17/09/2015 20:10

Money has to go back the way it was taken. To do with money laundering regulations and fraud. If no card they're likely to give you credit.
It's at their discretion though, they're under no obligation to give you a refund.
They extended the time period as a gesture of goodwill and now you still need more time so they may well say no now.

kali110 · 17/09/2015 20:11

They may not refund it with your dp either, i certainly wouldn't as i would know ( unless it Was a joint account ofcourse!) that it was not his card.

dementedpixie · 17/09/2015 20:12

If it is a replacement for lost card then the card number is likely to be different so still won't match the receipt. Your best bet may be a credit note instead

Distracted34 · 17/09/2015 20:12

Don't leave the shoes there- keep them in your possession. If you leave them you have no goods to refund, and they'll likely refuse on that.

Original poster
Snakesandbastards · 17/09/2015 20:22

Will a card be active without the pin? He can still take it in regardless.

They did say it didn't matter if it was a different card as its the same (not joint) bank account.

Something so simple!

OP posts:
Samwelly · 17/09/2015 21:54

I had this situation happen to me when I returned some goods and asked for a refund in Asda. In my case, the card I had paid for goods on had expired and I had received a replacement. Because the replacement card had a different number, the shop would not issue a refund.

It is extremely annoying I know, but I had to accept a credit note instead.

FarFromAnyRoad · 17/09/2015 22:33

I had this with Primark but I told them the card in question had been closed due to online fraud (partially true!) and they rolled their eyes a bit and gave me cash.
Just be firm but polite and you'll probably get it sorted.

Griphook · 17/09/2015 23:14

I've lost my card and had s refund put on the new card, it's the same account but different card. They can do it

DoJo · 17/09/2015 23:30

However if the shoes aren't faulty it's at their discretion whether they refund at all.

I believe they do if it's part of their advertised policy as then it becomes a part of the contract formed at the point of sale. They can't tell people that they offer essentially 'no quibble' refunds and then refuse to honour that, particularly as it is the kind of thing that a customer bases their purchasing decision on when they might have gone elsewhere otherwise.

Although in the OP's case there is the matter of the time period elapsed and the question is not so much whether they are happy to offer a refund as whether they are able to actually do it without the original card, although there must be some way round that as she cannot be the first person that has happened to. Surely if the account number linked to the card is the same, that should satisfy their requirements with regard to money laundering.

kali110 · 18/09/2015 02:08

If i were doing a refund and i realised the card was not the person i would not accept it ( i have denied refunds in the pastS because of this) as it is clearly not the account holder.

ButterflyUpSoHigh · 18/09/2015 03:36

There is a trespass shop in Coventry if you go there they might refund you.