Argos refusing refund??

[Whitelampshade]

Hi, bought an item nov 2nd online home delivery, tried to return today in store, they said I need to book a collection from my home. Tried to book collection via live chat, they said I cannot as item is excluded from 30 day money back guarantee and sent me a link where right at the bottom of the page, it says just that. I tried to argue that I did not scroll that far down the page, I added to basket and checked out and nowhere throughout the check out process did it draw my attention to the fact that the item was excluded from 30 day money back guarantee. Realistically if I had saw that, I absolutely would not have purchased as I could easily purchase elsewhere and be protected in case of refund needed. Item is sealed and unused.

I have called customer service who have booked a collection for tomorrow and issued refund, I have email confirmation but they didn't mention anything about item being excluded from refund policy so now I am confused?? Am I going to get my refund or are they going to pick it up and reject it later down the line or something?

What is the item?

What is it and why are you returning it?

Yes.

Small items can be returned instore
Was it a large item?
You're entitled to a refund for change of mind if it was an online order, with a few exceptions.
What exactly was the item?

Was it a clearance item?

I think they are probably covered by the terms of the sale.

Is the item a white lampshade?

The problem is that you bought it so long ago. They offer an extended 30 day refund time period, but that’s extra. That’s not your statutory right. They can exclude whatever items they want from that extended return guarantee.
They only have to honour the statutory rights given by the consumer rights act for online orders. For that to be used, you have to initiate a refund within 14 days? 15 days? Or purchase. I’ll need to double check the time! But you’ve gone over that now so you’re not actually entitled to a refund by law.

Edit: double checked and it is 14 days. For an online order, you can return for any reason at all but you have to inform them that you want to return it within 14 days of it arriving and then you have another 14 days to actually get it back to them.

Unfortunately if you didn’t read all the T&C then that’s your fault, Argos is completely within their rights to not refund you

Lol no it's not a white lampshade, it's a computer game. Well we will see if they collect it tomorrow and issue the refund. Fingers crossed

I just checked on Argos and it clearly states at the bottom of the page for computer games that they are excluded from return policy. Do you think not scrolling down to bottom of page is an acceptable excuse not to know this? I don’t think you will get a refund

If they collect it I don't see why they wouldn't refund you. Sounds as though customer services have been flexible for you.

Their FAQs says

• If you're returning a DVD, music or software product, it must be unused and in its original sealed packaging.

OP says it is still sealed so should be ok to return

It's digital downloads that cannot be returned. An actual physical game can be returned if it is still in its sealed packaging

@Whitelampshade which game was it?

Yes that's exactly what I think because how was I to know this is even a policy? How was I to know that I needed to scroll right down to the very bottom of the page to read that policy? Any who they have collected and confirmed the refund and it has come off my klarna balance