why aren't retailers obliged to give you your money back anymore?

[cutekids]

I've heard a couple of times recently that if you buy something in a store and then change your mind(apart from faulty electrical goods)you aren't actually entitled to get your money back.I was always under the impression that stores had to give you so many days (eg 30) for you to change your mind.Apparently,this isn't true at all,unless you buy online.When did this all change then? Do you think it's right? (not sure if I should have put this in "pedants"/"aibu"!?!

I don't think stores have ever been obliged to do anything once you have purchased goods from them unless they are faulty. If they refund/exchange/give credit it is goodwill.

You are only ever entitled to a refund for faulty goods.
Exchange because you are faffy has always been at retailers discretion

I think you are only entitled to a refund if the item is not fit for use, or you purchased the item distance selling, ie online or catalogue so you couldn't actually check the item you bought.

Its not upto retailers to refund you if you change your mind.

It hasn't changed, this has always been the rule.

You were never entitled to a refund if changed your mind, it was always down to the store's discretionary policy. Statutory exceptions are faulty, damaged, misdescription or not fit for purpose. In harder times these policies have become stricter, such as to keep reciept and time limits, as they were very much abused.

REALLY? i used to work in M&S (a long time ago mind!) and we used to give refunds/exchanges with no question.Woolworths was always good like this too and most of the retail shops in the high street.I was always convinced/infact was TOLD on a retail course (again years ago!)that there should never be any quibble when someone wanted a refund/exchange.I've just been really surprised these last few weeks when experts have warned that there is actually no law to say you're entitled.

cutekids

That is an in house decision by those retailers. It is better for them to have no quibble refunds as they have huge turnover and require huge footfall.
Nothing to do with the law which has not changed in donkeys years.

So yes. Really

M&S were famous (and unique) for their refunds policy. I remember seeing a documentary about George Davies when he set up the Per Una brand in M&S and him being absolutely horrifed that their policy at the time was that anyone could return an unworn item at anytime for a full refund!!! I don't know if they changed the policy there after that and did put a time limit on it. Apparantly even the management at the time were a bit shocked because they'd obviously never read their own small print and I suppose they didn't get many people turning up two years later asking for a refund on some unworn item.

As everyone else has said a shop is only legally required to give you a full refund if the item is faulty.

As everyone else has said, the policy has never changed. Some shops chose to do it for goodwill, perhaps harder times means they are clamping down.

Sale of Goods Act - you are only entitled to a refund if the goods are faulty or not fit for the purpose. You have never been entitled to a refund or an exchange just because you changed your mind. Most shops have/had a very generous customer service policy allowing exchanges and refunds (usually requiring proof of purchase) when the goods are not faulty. IME, many customers did not realise this and would stand at the till sometimes being very abusive and claiming "I know my rights" when they clearly didn't, so it wasn't really that valuable for the retailers as as a goodwill thing - people thought they were entitled anyway. I'm not surprised if some retailers are reviewing their exchange policies in the current crunchy times. It is great to be able to offer customers that service, but it also makes the retailer more susceptible to theft and fraud.

M&S were so silly that you could buy something and then take it back if it was reduced in the sale and they'd give you back the difference. Did it once with a winter coat and was amazed.
As others have confirmed though there is no obligation for them to refund your money unless goods are faulty. Online the distance selling regulations create a different rule since you haven't had the opportunity to inspect the propduct prior to purchase.

It had started changing at least 10 years ago(when I last worked in retail) so definitely not that sudden. I remember Woolworths enforcing their change of policy on me over 2 years ago (28 days and receipt only) when I tried to return surplus party invitations. The advent of epos systems and increased use of debit cards rather than cheques brought about a way of identifying the recipient of a refund and need to produce the original card to process the transaction rather than giving back cash.

Returns policies have long been abused by shoplifters, who either stole simply to chance their luck on getting a cash refund or collected receipts to do so. Historically it has been a major cause of stock loss and that is passed on to the genuine customer who has to pay a little more on each item. The major chain retailers would frequently circulate details of regulars to each other to try to catch individuals out.

I used to work for M&S when they had their old policy and the stuff that people brought back you would not believe. One man actually brought back a genuine pair of 70's flares (and this was in 1999). We had to give him £35!!

most retailers are fairly generous, certainly the bigger retailers. they'll tend to give you a deadline to change your mind.

i'm at m&s and my god did we get so much hassle, and stil do from long standing customers when when changed our policy to a 90 day deadline if you change your mind. people DO try to bring back things they've dug out of the back of the cupboard that we can see on the system is over 2 years old.

"Woolworths was always good like this too" and where are they now?