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Clothes, Footwear and other Personal Items

The problems that exist with the purchase of clothes and items such as shoes are that items are very personal and impulse purchases may not be ideal for your needs after reflection when you get them home.

Maybe when you get the item(s) home you find you do not like the colour, or change your mind over style, or maybe you found you can get something similar better/cheaper from another store. You may buy something twice and want to return the least suitable.

Many shops and stores will gladly exchange if unworn and in the original packing, and on presentation of proof of payment, so the speed of return would be expected to be pretty quick.

Some shops have a strict no refund policy, others will refund monies, others give credits, check at the time of purchase what the individual retailers policy is - take away any leaflets and look for any posters or other displayed information on their refunds and replacement policy.

Small shops who are dependent upon sales may have lesser refund benefits than the large main street stores. It does pay to shop around and avoid quick decisions only to find there is no refund later.

Some folk may buy a dress for a special night out, or a weekend away and expect to return it afterwards for a full refund, shops presented with such a request are well within their rights to refuse. It's no reflection on the garment if you had a bad night out wearing it, or friends thought it looked bad, or you bought it to impress but cannot really afford it.

Points about buying

  • How was it described and by what means?

  • Did your try it on before buying?

  • Did anyone help you choose?

  • Where you alone or with a friend?

  • Did a friend help you choose?

  • Was the colour right?

  • Was their enough colour choice?

  • Was the item in a sale?

  • Did you buy what you saw or tried on, or from stock?

  • Did you negotiate a special discount or rate?

  • Did the sales person make any claims or promises?

  • How did you pay for the item?

  • How much did you pay for the item?

Reasons for claiming a refund, credit or replacement

  • Damaged when package opened

  • Wrong colour, you want a different colour or none available

  • Wrong size - you need smaller/bigger or your size not available

  • Item description wrong and misrepresented

  • Item unsafe or dangerous to wear

  • Item dirty or unclean

  • General "unfit for it's purpose"

  • I find I no longer like it

  • I cannot really afford it now

Objections for refusing a refund

  • Item was in a sale and sold "as seen" no refunds for any reason

  • Store policy is "no refunds" (unless damaged)

  • No proof of purchase

  • Item not in original packing

  • Item damaged and no proof was sold that way

  • Out of refund or guarantee period

Actions if refund or replacement refused

  • Check back above and see on what basis you are claiming

  • Does the store offer a refund in any form?

  • Are you sure you should be entitled for a refund?

  • Have you pressed home your request at the till or customer services desk without satisfaction?

  • Ask to see a supervisor and explain your case to them.

  • Review their decision and recheck your facts if still refused

  • Still feel you are entitled to or deserve a refund?

  • Ask for their CUSTOMER SUPPORT address or telephone number and head office address (if any)

  • Check legal, safety and health factors which may have a bearing on your claim

  • Put the case to CUSTOMER SUPPORT/HEAD OFFICE see Checklist

  • Review their decision and recheck your facts if still refused

  • Still feel you are entitled to or deserve a refund?

  • Re-submit claim with reasoned argument

  • Consider taking your claim to Trading Standards (web site)

  • Consider legal action

  • Review costs of legal action against value of claim

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Information on this web site and any associated email communication is for information, and as a guide only, it is NOT legal advice. As a consequence users should consider it in the light of their own personal situation and experiences in seeking and obtaining refunds, replacements and compensation and obtain professional legal advice where necessary.

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