For any return, including an alleged fault, you need proof of purchase. Otherwise the retailer has no proof that you didn't buy it third-hand off eBay two years ago.
IIRC the Sale of Goods Act (or the more recent update) says that a credit card or bank statement is acceptable as proof of purchase. However I'm afraid I don't know what the next step would be, in practice, if a retailer refused to accept this.
I'm trying to get a refund or exchange from Zara for my daughter, who bought a dress that's the wrong size.
I have proof of purchase in the form of a Bank Statement. The item is unworn and complete with tags. However, Zara customer services say they don't recognise any form of proof of purchase other than a receipt.
Covid meant the changing rooms were closed, so she couldn't try on her new dress and she says the receipt came out of the bag in high winds and blew away.
Zara seems to be taking a very hard line, considering Covid an' all. But I'm wondering whether they on a firm legal footing to accept only a receipt as proof of purchase.
Any ideas anyone? Thanks RB