Thoughts on this retail situation please

[happytodayhappytomorrow]

1. I go to a high street retailer and buy a top, size 8. I pay by credit card and get a receipt.

1. I take the top back to exchange for a size 10 but can’t find my original receipt. Because it’s just an exchange I’m told that’s fine and I get given a receipt for the exchange.

1. The top is now too big (I’m obviously a size 9 ) so I go back today to return the bigger top having now found the original receipt.

Am I entitled to a refund?

If you've found the original and you also have one showing the swap, yes.

I think you are not entitled to a refund in law, as the goods aren't faulty, but retailers often will allow you a refund as goodwill. Depends on their policy. Worth an ask.

The stores normal refund policy allows me a refund within 28 days

If you're within that time period then, shouldn't be a problem.

Did you also take the exchange receipt with you? They may not have been happy to refund you if the receipt you showed was for a different size

Do receipts say the size you bought?

Have you tried for a refund today, or are you about to. Not sure if you have been told no.

Today, and they refused.

I could though have taken the size 10 and exchanged it for a size 8, with no receipt.

Then handed over the size 8 and the original receipt and got a full refund.

But because I explained why I had two receipts, the original purchase and the exchange one, then I was told, by the assistant and the store manager, that I could no longer get a refund. Bonkers!!

That does seem a bit bonkers. Could you email head office, to see why they're not fulfilling at least the spirit of their policy? Could you swop it for something else or a gift card, or are you too naffed off with them now?

Any return or refund due to size or change of mind is discretionary. Not great business practice though.

SBJP, I contacted their Head Office; it's all sorted now.

LIZS, the company policy states that they will refund with a time period on production of a receipt.

Result then. :)

Eventually yes but it was a horrible process. The customer service staff at HO were brilliant though.