Returning goods to shop, without packaging.

[MrPan]

I've tried googling this but without defining answer..

I returned a charger cable for phone to O2 shop as it wasn't working for some reason. They tested and agreed - but wanted the orginal packaging before doing a refund. I don't have this and indicated it wasn';t the packaging that was at fault. They insisted it's their 'returns policy' that the original packaging is required.
I'd indicated this may be in contravention of Sales of Goods and consumer advice.

As I said googling remains non-specific.

any better knowledge please?
tia

According to Which you do need it;

'The original packaging - we’ve said it already, but don’t underestimate the importance of taking the item’s original packaging with you. Even down to the pesky cable ties.'

I would agree if you are returning for a refund cause you changed your mind - so they can resell, however you are returning faulty items, most places will accept with just a receipt.

May I suggest you ask their care team on Twitter for clarification?

Yes I did see that, but that sounds 'advisory'...It doesn't say "under the Sale of Goods Act you will/won't need the packaging...." iyswim.

Important but not critical for returns?

Speaking from knowledge here 👋 basically change of mind within 14 days (no fault) had to be returned to the original point of sale with all the packaging. However, if its faulty you can return it within 30 days.
Also.. depending on what it is and the brand you're covered for 12 months warranty on pretty much all brands and 18 months if its Samsung. Just pop back to store, ask to speak to a manager

Forgot to add if its faulty and over 14 days old no packaging is necessary

Of course you dont need original packaging when its faulty. Receipt only. Go back and ask for a manager or just deal with their customer services department.

Thank you all.

Yes it was a really obnoxious sore manager I spoke with. The 02 store on Market Street Manchester. It's partly wishing to wipe his smugness off his face that I'm wishing to pursue it.

will take to Twitter - good idea.

But still cant find the Sales of Goods Act bit that says you don't need the original packaging..

You shouldn't need sales of goods act, just go online and click the returns and repairs policy on the o2 website

You don’t actually need the packaging but I can sort of see why they have asked for it. It’s a 3rd party branded manufacturer, they have no way of verifying if the random faulty cable you brought in was the one that you actually bought or not, the packaging with a corresponding receipt adds credibility to your side of events. It’s not critical but is important.

For example, it’s similar to returning a faulty Topshop branded dress to Topshop which would be fine vs returning a faulty 3rd party concession dress to Topshop where there may be extra verification checks

I've checked the 02 returns policy - again it's indistinct. Of course you CAN return a faulty good, but it doesn't specify if you need the packaging for a refund.

Galaxy88, your knowledge is inaccurate. Consumer law allows a reasonable time for returns of faulty goods, up to six years (though that wouldn't be reasonable in the case of a cable) but certainly more than thirty days. In the first six months it is automatically assumed that the item is inherently faulty, after that the consumer must prove that it is.

OP, the law doesn't state anything about packaging, it's assumed a retailer will apply common sense.

You have longer than 30 days (can be up to 6 years depends on cost of item and how long you expect it to last) for faulty items and dont have to have package. Op return to another o2 store or use twitter. If item is faulty it needs to be refunded or replaced.

It's nothing to do with proof of purchase either. If you have a receipt then that is sufficient to satisfy the burden of proof.

How long ago was it purchased?
Do you have your receipt?

You don’t need the packaging for faulty returns but you came across a store manager that has refused to give you a refund. Retail managers refuse valid refunds all the time, whether that’s due to lack of experience or avoidance of a hit to their figures. They may have even thought you were trying it on/weren’t genuine, and no other employee at that store will override the store manager. You’re best off going to another store or complaining to their head office.

Bought the cable 3rd July, went into the 02 Shop on Market Street Manchester this Saturday morning. With receipt etc. They tested the cable - didn't work. I wished a refund as between times I'd been to our local Tesco with an EE shop and bought one that works.
So wished a refund for the one I'd bought on 3rd but doesn't work. Manager says not unless I have the packaging.

If you still don't get any joy then be clear that you're claiming a refund under your statutory rights (Consumer Rights Act 2015), not whatever made up store policy they quote. Their policy cannot override the law.

No, I can assure you my knowledge isnt incorrect. I have first hand experience
As I mentioned, 14 days for return with receipt and packing.
30 days for a fault without packaging.
12 months for iPhone accessories manufacturer warranty
12/18 month accessories warranty for Samsung/android.
So, with that in mind, you're covered for 12 months if your charger was say, an iPhone.
This means, the store will exchange this regardless for you