Table of Contents
Several packages have gone missing, an elderly relative gave you a hideous scarf, and you just don’t love the dress you bought online when you see it in person.
The lazy days after Christmas bring many shopping problems, with many retailers making it difficult for consumers to return unwanted gifts or locate ones that have gone missing.
As a consumer rights expert, I’m here to tell you that all of these frustrations can be solved with a little insider knowledge up your sleeve.
Here’s how to spend a hassle-free Twixmas and end up with the gifts you really want (or a lovely cash back) this year…
I DON’T LIKE THE GIFT, CAN I GET A REFUND?
It’s not the first time Aunt Gill has bought you a scruffy sweater for Christmas. We’ve all been there: feigning gratitude while secretly wondering how to turn that unwanted gift into something that matches your tastes.
If your aunt didn’t wrap a receipt with her gift, it will depend on the goodwill of the retailer. So, before heading to the nearest store to return the jersey, research the online seller’s returns policy.
It is better to go to the store as sometimes only the buyer can request a refund or exchange online. Additionally, online returns are often lost in transit, especially this time of year.
Many retailers extend return times over Christmas and have generous policies; It’s helpful to have a screenshot of the returns policy on your phone, as many seasonal employees may not be familiar with the store’s protocol.
We’ve all been there, feigning gratitude while secretly wondering how to turn that unwanted gift into something that suits your tastes (model photo).
Treating people with kindness and being polite helps a lot. Store staff are under a lot of stress this time of year, with reports of abuse at an all-time high.
What to tell the retailer: It always pays to be pleasant and cheerful with store staff. Talk to them nicely and they will be more likely to be flexible and offer you a refund, exchange or credit note, but you will still be subject to that retailer’s policy.
Unfortunately, if the item’s price has dropped due to sales and you don’t have a receipt, the store will only honor its current value.
You can sell unwanted gifts online through an auction website, local neighborhood groups, or on Facebook Marketplace; Gift it or donate it to your favorite charity. Aunt Gill never needs to know…
MY NEW GADGET IS ALREADY BROKEN
If a coveted gift you received is defective, you will probably have to ask the person who gave it to you if they can help you, as they will have proof of purchase.
If the products are faulty, you are entitled to a full refund within the first 30 days of purchase under section 22 of the Consumer Rights Act (CRA) 2015; This law will be your secret weapon in so many disputes with retailers. The only exception is if your items were clearly marked as slightly damaged when you purchased them.
What to tell the retailer: The onus is on you to prove fault, so come prepared to present your case. And you’ll still need proof of purchase. No receipt? A bank or credit card statement showing where the item was purchased should be sufficient.
It always pays to be nice to the staff in the store. Talk to them nicely and they’ll be more likely to be flexible and offer you a refund, exchange or credit note, writes consumer expert Scott Dixon.
I BOUGHT GIFTS ONLINE. CAN I CHANGE MY MIND?
Buying online gives you better cover than buying in a physical store, because it is known as distance selling under the Consumer Contracts Regulations 2013. This gives you the right to cancel an order within 14 days of placing it and return it within 14 days. to receive it. Fortunately, many retailers also extend the time frame in which you can return an item this time of year.
This does not apply if you purchase personalized items, such as a personalized bracelet, or perishable products such as food baskets containing fresh produce. That is what is known as bad luck, unless they are defective.
If you have changed your mind about other items, you may need to pay the return fee according to the store policy.
What to tell the retailer: If you have ordered an item online, all you need is proof of purchase, which could be your order number, bank or credit card statement. There is usually an option like “I don’t want it anymore” or “the item is not what I expected” when you fill out your return form.
I HAVE BEEN A VICTIM OF THE PORCH PIRATES
As the song lyrics say, it’s the most wonderful time of the year, especially for porch pirates, criminals who follow couriers and then steal packages left on doorsteps when the owner is away.
If you are a victim, the first thing to remember is that the retailer’s legal obligation is to resolve any delivery issues, not the courier.
I told them that CRA 2015 would be their best friend: it states that goods remain the merchant’s risk until they have been safely delivered to the consumer or a person they have designated to receive delivery.
Fortunately, many retailers extend the time frame in which an item can be returned this time of year (image taken by model)
What to tell the retailer: Contact them as soon as you realize the package has been taken and remind them that they are obligated to resolve the issue as your contract is with them, not the courier.
If the courier ignored your instructions – for example, if you asked you to leave the package with a neighbor but left it outside where it was stolen – then the retailer must send you a new item or give you a full refund. Remind them that if their designated neighbor is not home, the driver is supposed to return the package to the van and issue a redelivery instruction.
MY DELIVERY HAS NOT ARRIVED, BUT THE RETAILER AND THE COURIER ARE NOT HELPING
Delivery companies are known to send emails or text messages saying that they have attempted to deliver a package, but you have seen no sign of a driver at your door and they have not left you a business card.
Have the Christmas elves escaped with your package? Chances are the driver couldn’t find your address or couldn’t fit the delivery into your tight goals that day, so it was easier to pretend he had tried to deliver it.
In this case, as with porch pirates, your contract is with the retailer, so try them first.
What to tell the retailer: Remind them that they are required by law to deliver the goods to you safely. If they are unwilling or unable to resolve the issue, or claim that they will have to wait for the courier company to officially register an item as lost (a common response), explain to them that they have breached the contract under the CRA 2015 and that you will have Your bank generates what is called a chargeback to reverse the payment you made.
This is a strong tactic to use if you are hindered, because chargebacks are an administrative hassle for retailers, so they will want to try to resolve the issue without going down that route.
You may need to be militant and explain to the retailer that the shipping company they use is giving them a bad name with consumers like you.
ONLY HALF OF MY ORDER ARRIVED
Did a lamp arrive without its base, or a children’s pool table without its legs? This would never have happened under Santa’s supervision.
What to tell the retailer: Again, use the trustworthy Consumer Rights Act 2015. If you placed an order and did not accept delivery of the goods in installments, you are in breach of contract. They must supply the missing parts immediately or you may reject and cancel the order and file a chargeback with your bank to dispute and reverse the transaction.
Banks often try to reject a chargeback on the first try, but legally, the burden is on the retailer to prove that they delivered the items. So push back hard and emphasize ‘breach of contract under CRA 2015’ if this happens to you.
This also applies to online food deliveries. So if you set up a big box grocery store and something didn’t arrive, or they put in unwanted substitutes, you don’t have to accept them and you’re entitled to a full refund for the items that didn’t arrive. sent.
- Visit the website of consumer rights expert Scott Dixon here.
Some links in this article may be affiliate links. If you click on them, we may earn a small commission. That helps us fund This Is Money and keep it free to use. We do not write articles to promote products. We do not allow any commercial relationship to affect our editorial independence.