Is Argos being discriminatory?

[RubieTuesday]

First time posting so please bear with me 😁

My elderly (82) and disabled neighbour bought a talking watch from Argos for his elderly visually impaired friend.

On opening the box (no seals broken on that box) he realised that his friend was too visually impaired to see the dial (large digits) and to be able to press the buttons to enable him to tell the time. He was looking initially for a watch with a huge button that you press and it tells you the time, but can't seem to find that anywhere.

Anyway, the next day he took the outer box, the box the watch was in (with the plastic seal untouched across the dial) and the receipt back to Argos who refused him a refund because the outer box had been opened and they couldn't resell this item.

My point is that these are two elderly disabled gentlemen who would have had to take the watch out of the box to see if it was fit for purpose. In my view, it's being discriminatory against the elderly and disabled and it's also extenuating circumstances. What's £18.50 to Argos against really bad customer service?

I've been emailing customer service who are standing their ground and I've asked to escalate this to an official complaint.

So do you think I'm being unreasonable? Has anybody had an experience like this and how was it resolved?

Does the watch say it is ideal for someone with visual impairment?

In my experience the instore staff are more helpful than the head office folk.

It’s a brand that specialise in products for people with disabilities or care needs.

I honestly think if you walk into an Argos casually with the watch in the box it's in and the receipt and ask for a refund (onto to the card if he used one, so take that with you) they'll just do it.

Just say sorry, your neighbour bought the wrong thing and you'd like a refund for him please.

Don't mention the white box or the struggle so far.

Take it back, say its faulty.

Excellent- in that case I'd take evidence of this (website?) And go down the not fit for purpose route

If you buy from a store, then you have NO rights to return it for a refund unless it is faulty.

Any store that allows this is doing so above the required consumer rights.

If he had bought it online, then he could have returned it.

Likewise, you can ask to view any item in store in Argos.

argos/sainsburys ceo's office is very responsive. i'd tweet or email. they have sorted two issues i had after meeting obstructive staff in store

A lot of tech is non refundable it’s in the small print
also Argos pallet up returns and auction them off so more or less gave to write it off
technically 2nd hand goods
You bought something perfectly functional but just not suitable there no discrimination

They'll know it wasn't if there's not their label with a code on the inner box!

Thanks to everyone who responded positively, especially highlighting indirect discrimination, and the advice to email CEO of Argos, which I have done now, copying and pasting from here and the Citizens Advice website.... watch this space! 🤞🙏😀