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Posted on12 December 2011
What’s Your Refund Policy?
Written by Michelle
Jeremy Brooks on Flickr
“What’s your return and refund policy” is a question you should always ask before paying for your purchase at a store. Retail sales aren’t bound by law to provide mandatory returns or refunds. There are dozens of different return policies that can exist at stores and in order to be a savvy consumer, asking that one question can save you a lot of frustration if you decide that outfit you splurged on last week really isn’t as amazing as you thought.
Some stores offer full refunds within two weeks. Some only offer store credits or exchange only. Others offer a refund so long as the item hasn’t been opened or worn. You might have noticed while holiday shopping that a large number of retailers have extended their return or refund policies a few weeks longer than normal. They do this so that the recipient of your gift has some time to return the product after the craziness of holidays has subsided. Some stores do not have refund policies and determine all sales are final (yes they’re allowed to do this!).
Our Inquiry team continues to get questions about return policies and procedures, so we wanted to remind everyone that refund policies are not regulated by law. It is up to the consumer to find out a store’s policy. We promise it’s not difficult to do this. Just ask the nearest salesperson you see “what is your return policy?”
Published in Other Business.
Michelle
Michelle works in the Consumer Protection BC Inquiry Centre. She answers calls and emails from consumers and businesses on a wide variety of topics which makes her the perfect person to share her knowledge and experiences with you.
Comments
Justine
12 December 2011Michelle
12 December 2011That's a tough one. Typically when people purchase new items, a piece of legislation called the Sale of Goods Act may apply. It is our understanding that when a consumer purchases a defective item, the seller must address the situation typically by returning the consumer's money, offering an exchange or store credit, or repairing the item. Unfortunately there is no government body or other agency that administers this Act although it can be used in court. In your specific situation, I'm not certain that the Sale of Goods Act will apply for items that are final sale. For a definite response, you would have to speak with a lawyer to determine if the Sale of Goods Act applies in this case. Good luck!
Sarah
16 December 2011I recently made an online charitable donation with my Visa and realized that I made a mistake (too many zeros!). I understand that under charity law refunds of donations are difficult - but are there sections of consumer protection legislation that might apply (seeing as it's a monetary transaction)?
Thanks!
Tatiana
16 December 2011Thanks for your question. There is nothing in the legislation that we are responsible for that speak to this type of thing. However we would recommend that you start by contacting VISA to let them know what happened and then also follow up with the charity to tell them. I hope it works out for you - it's so easy to add on that extra zero!
Michelle
28 December 2011When someone purchases an item from a store that ends up being defective, there is a piece of legislation which may apply called the Sale of Goods Act. We do not oversee this piece of legislation nor does any other BC agency. It is however a BC Law that must be followed and can be used in court if need be. I believe the Sale of Goods Act applies in your situation and the retailer must address the situation by either providing a new product, refunding your money, providing store credit, or repairing the item. It is the retailer's choice how they address the problem. This situation is a little difficult as it may become a "he said, she said" issue with regards to who actually broke the netbook itself. I hope the repair depot is able to resolve this for you!
Victoria C.
13 February 2012Tatiana
14 February 2012Unfortunately a store’s policy is just that and not a “law”. If the store chooses to dishonor their own policies you can try filing a complaint with the Better Business Bureau. Because the retail industry isn’t regulated in BC, retailers are not even required to post return policies. Perhaps if you aren't getting your questions answered to your satisfaction with the store, you could also ask to speak to a manager (if you didn't already do that).
Lee Kim
13 February 2012When I returned the glasses this week I requested a refund for the lenses. I was willing to absorb the price of the frames - but the lenses weren't working and I had lost faith in the lab. I was told all I could do was get 650.00 store credit. The idea of having to go back to this place is unacceptable considering the inconvenience and pain I have dealt with over the last 3 months. What can I do? Not only is this place willing to have me as a disgruntled customer, but also my husband who buys his glasses there but won't after this ordeal. How can I get a refund?
Tatiana
14 February 2012You may want to try filing your complaint with the BC College of Opticians. They have their own complaint process which can be found here: http://www.cobc.ca/The_Complaints_Process.aspx
I hope this information has been useful and that they are helpful in resolving your complaint.
Chris
22 March 2012We did not take the product home with us as we said we will pick it up in 12 months.
Can I get a refund/out of this contract if I haven't received the product and regret the purchase now?
Michelle
22 March 2012David Oliver
01 October 2012Loud Complainer
16 October 2012Anyways I stayed there long enough and complained loud enough they returned my money.
Loud Complainer
16 October 2012The Kiosk I purchased the case at didn't have a sign anywhere stating thier policy.
Mall Kiosk Regrets
25 November 2012We tried to return it within 15 minutes but apparently were not loud enough. It is a cheap business tactic.
I appreciate his desire to get me such a nice birthday present, and am sorry malls allow such lousy business tactics. We had intended to get a lot more shopping done there and just left in disgust.
Our street front stores do a better job- they must.
doug kochen
08 March 2013Tatiana
11 March 2013Restocking fees often form part of a retailer’s return or refund policy. That's why asking about a company's policy prior to purchasing is so important - it helps us make an informed decision. Thanks for sharing your example of how different return or refund policies can vary from retailer to retailer.
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