Expired

CeX in store returns policy

Found 1st Jun 2015
What is CeX policy on instore bought games, and can anyone quote me an online source, preferably from CeX?

TL:DR : 2 visits to CeX, 2 slightly varied reasons.

I visited twice in the same hour to try and return a game and had different results. (Game in question is New Super Mario Bros DS)

1st visit) I went in store to return the item but a member of staff refused to take it back, citing that it is 48 hours for this item, despite what the article says, and that this 14 day unwanted policy only applies to certain electronic items towards the front of the door (computer screens, mobile phones etc). After quoting the online policy I read, he said he has worked there for 4 years and knows the policy hasn't changed since.

2nd visit) I went back to the store after reading the policy online, and a different member of staff told me it only applied to online purchases and that it would be a money loss because everyone would do it and that the policy instore is different. His manager added "Yes, otherwise we would be losing money because everyone would do it". I asked where I might find the in store policy as the website doesn't reflect in store policy, and the employee recited that any consumable like my item cannot be returned (change from him saying my item would cause money loss, to the fact my item is now defined as a consumable), but some other things can be within 48 hours, and the 14 day policy only is for online buys (contradicting the 1st visit employee who said he worked there for over 4 years and knew the policy for over 4 years). I asked where online it said this, and he said it was not available but he is more than happy to trade it in (5 pounds loss).

In all, I received 2 different reasons, with the second one prioritising profit over customer satisfaction (understandable to an extent) and saying my game was a consumable (in my opinion, no online play or special code or anything that would define it as consumable item).

Has anyone had any issues or similar problems when dealing with CeX and can give any advice?

Thanks in advance.

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13 Comments

I have had a look at the instore t&cs and the bit which relates to you is probably this:

CeX will exchange most goods purchased in error or unwanted gifts … CeX will exchange most goods purchased in error or unwanted gifts provided they are returned within 2 days in the condition they were sold accompanied by a receipt. The exchange is issued as a CeX voucher for the purchase price. We are unable to accept items that have previously been exchanged.



Although to be honest you never really stated why you were returning the items, no wonder you got two different answers because I can't make sense of why you were returning it either.

edit: uk.webuy.com/sto…ms/
Edited by: "MIDURIX" 1st Jun 2015

If you bought a brand new game from Game and tried to return it because you didn't like the game you would be told no, so it is very reasonable for CEX to offer a 2 day returns if you change your mind on something which is second hand because if it was much more than 2 days people could just use it as a free game/dvd rental service.

edit: Online it is :

Unwanted items can be returned if we are contacted within the first 14 … Unwanted items can be returned if we are contacted within the first 14 days of arrival, and if they’re in the exact same condition as when received.


but that's due to distance selling stuff, does not apply to you if you got it instore.
Edited by: "MIDURIX" 1st Jun 2015

For context, the 14-day timescale for online returns will be because they're legally obliged to offer that for distance sales - probably not something that they've actively sought to put in place aside from that obligation.

As a Cex employee, from my knowledge you have 48hrs to return an item but that'll only go back to a voucher. You won't be refunded for cash or card and if the price has gone down it will go down to that price I believe.

Original Poster

MIDURIX

I have had a look at the instore t&cs and the bit which relates to you is … I have had a look at the instore t&cs and the bit which relates to you is probably this:Although to be honest you never really stated why you were returning the items, no wonder you got two different answers because I can't make sense of why you were returning it either.edit: https://uk.webuy.com/storeterms/



That's really helpful cheers, how did you find this page? Also I did state it was an unwanted gift at the time, but if the policy stands, that would not matter anyway
Edited by: "nja1" 1st Jun 2015

Original Poster

darkfrost1

As a Cex employee, from my knowledge you have 48hrs to return an item but … As a Cex employee, from my knowledge you have 48hrs to return an item but that'll only go back to a voucher. You won't be refunded for cash or card and if the price has gone down it will go down to that price I believe.



Ah okay, I wouldn't have mind an exchange for something similar price. Do you mind me asking your opinion on whether or not my item was a consumable or not?

nja1

Ah okay, I wouldn't have mind an exchange for something similar price. Do … Ah okay, I wouldn't have mind an exchange for something similar price. Do you mind me asking your opinion on whether or not my item was a consumable or not?


Your item is not a consumable, a consumable is something like an ink cartridge or a battery, something which will degrade by a noticeable amount due to usage.

nja1

That's really helpful cheers, how did you find this page? Also I did … That's really helpful cheers, how did you find this page? Also I did state it was an unwanted gift at the time, but if the policy stands, that would not matter anyway


I literally just did a google search. Just typed in in store return policy or something like that, tis a really good website google.

Original Poster

MIDURIX

I literally just did a google search. Just typed in in store return … I literally just did a google search. Just typed in in store return policy or something like that, tis a really good website google.



I tried a variety of "CeX store returns policy", "CeX in store returns", "Entertainment Exchange store returns", "CeX returns policy", "CeX unwanted items"but only get these sites which all say 14 days or go in store:
https://uk.webuy.com/support/storehelp.php
https://uk.webuy.com/support/wesellhelp.php#returns
https://uk.webuy.com/terms/

followed by sites from MSE, then Hotukdeals (XD), sheffield forums and other sites that aren't the CeX site.

Original Poster

MIDURIX

Your item is not a consumable, a consumable is something like an ink … Your item is not a consumable, a consumable is something like an ink cartridge or a battery, something which will degrade by a noticeable amount due to usage.



Ah its a shame, the guy said my item was a consumable which was one reason I can't return it, and the manager said nothing to contradict this

nja1

I tried a variety of "CeX store returns policy", "CeX in store returns", … I tried a variety of "CeX store returns policy", "CeX in store returns", "Entertainment Exchange store returns", "CeX returns policy", "CeX unwanted items"but only get these sites which all say 14 days or go in store:https://uk.webuy.com/support/storehelp.phphttps://uk.webuy.com/support/wesellhelp.php#returnshttps://uk.webuy.com/terms/followed by sites from MSE, then Hotukdeals (XD), sheffield forums and other sites that aren't the CeX site.


yep, t&cs are at the bottom of the first link you've just provided

Original Poster

MIDURIX

yep, t&cs are at the bottom of the first link you've just provided



Ah I see, cheers mate! You've been a lot more helpful than in store staff who said it was unavailable when I showed them their own website.

nja1

Ah I see, cheers mate! You've been a lot more helpful than in store staff … Ah I see, cheers mate! You've been a lot more helpful than in store staff who said it was unavailable when I showed them their own website.


To be honest if I worked their I probably wouldn't know about stuff on their website. Would be too bothered about my soul being destroyed.

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