No Receipt - Can You Still Get A Refund?

Have you ever faced a situation where an item you purchased was faulty but you couldn't find the receipt for the item and panicked thinking you couldn't take it back to the retailer? I've been there and many others have too.

But did you know that you don't actually need to present a receipt to return a faulty item? The law requires you to provide proof of purchase, but this is not limited to just a receipt. Proof of purchase could be a printed bank or credit card statement showing the transaction, someone vouching for you (a witness), a cheque stub or any other evidence that proves you bought the product. In this day and age with the use of technology, you could even simply upload your bank or credit card statement using your smart phone to show them proof of the transaction. 

In the UK, under The Consumer Rights Act 2015, you have up to 30 days after purchase to claim a full refund for a faulty good. If the retailer offers you a credit note or gift voucher instead of a full refund, you do not have to accept it. You are entitled to a full refund.

What if a fault with the good is discovered after 30 days?

If a fault is found within the first six months of purchase, retailers have one opportunity to repair or replace any faulty goods. If this doesn’t resolve the issue, they are required to give a full refund. If a consumer chooses to keep the goods then a price reduction must be given by the retailer, without deducting any amount for use, unless it is a motor vehicle.

Remember, if you are offered a credit note or gift voucher instead of a full refund, you do not have to accept it.

And beyond 6 months?

Well, you will have a tricky task  of proving that the good was faulty when you purchased it. The burden of proof will be on you, the consumer. It is not so straight forward but a way to gather proof could be by researching online forums to see if other consumers who brought the same item also experienced a fault with the product.

What if the item is not faulty? You've simply changed your mind and no longer want it?

In this case, there's no obligation for the retailer to give you a full refund if there is nothing wrong with the quality or condition of the good you purchased.  As a good will gesture most companies do offer a full refund within 28 days of purchase. Some offer a credit note or gift voucher, but it's entirely at the retailer's discretion. Unlike with faulty goods, you don't have an automatic right to refuse the credit note or gift voucher.  

You should read the retailers' returns policy, which can be found at the back of the receipt, on the company's website, or by speaking with their customer services team, to find out about their returns policy regarding unwanted items. 

In the next post I will be explaining exactly what the law defines as "products" or "goods".