Expired

How legal is B&Q's new, "No Returns without proof of purchase" policy

Found 16th May 2010
I thought retailers had to provide you with a credit note or exchange even if you didnt have a receipt? As a builder its proving a right pain in the butt, the staff used to tell us to over buy and return what wasnt opened or used.

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37 Comments

I think it's fine

Call the cops :thumbsup:

http://www.tourdates.co.uk/resources/GetImage-DN-5228-1.jpg

sounds fair to me, if you pay on your card then you have proof.
Most stores do this dont they?

Proof of purchase also means your credit / debit details if you cannot find the receipt.Hope this helps

Return of non faulty goods is at their discretion - totally within their rights to request proof of purchase.

transit;8618291

Call the cops :thumbsup:



I actually lol'd

B&Q had to crack down on this. The volume of stolen goods walked out the store and returned for a full refund was very high. They are within their rights.
They could change their policy to no refunds at all if they wanted (if the item is not faulty at least) though they would see a lot of customers go if that was the case.
Their policy has been a bit confused. It got pushed all the way out to 90 days return before they realised the issues this caused. They have now flipped to the other end of the scale. I think customers have got a bit used to having a good deal at B&Q. Most shops wont let you return without a receipt.

Whats stopping you from buying something cheap and returning it to B&Q if they didnt implement this?

They are well with in their rights, if you buy something and don't then want it in the eyes of the law tough you are stuck with it. Its only the good will of retailers that let people return unwanted goods. So asking for p.o.p. is not unreasonable. If you have no p.o.p. a credit card or bank statemant is p.o.p if you can give them the time and date and the details of your purchase B.q can look on their browser system and bring up you transaction which again is p.o.p I am a ex B.q manager!!

MANJ_007;8618330

Whats stopping you from buying something cheap and returning it to B&Q if … Whats stopping you from buying something cheap and returning it to B&Q if they didnt implement this?



Exactly. Op, if it's becoming a pain why don't you just look after your receipts?

deek72;8618665

Exactly. Op, if it's becoming a pain why don't you just look after your … Exactly. Op, if it's becoming a pain why don't you just look after your receipts?



Surely, as a business, then the receipts should be getting kept safe anyway :thumbsup:

Banned

simple solution - keep your receipts! Surely any builder would do this anyway for VAT.

csiman;8618772

simple solution - keep your receipts! Surely any builder would do this … simple solution - keep your receipts! Surely any builder would do this anyway for VAT.



What!! Builders pay taxes!! All the ones I've used in the past took cash in hand off us!

I would never dare to attempt a return without proof of purchase (unless faulty)

B&Q are doing the right thing imo.

mumbojumbo;8618923

That's exactly the problem. People were buying items cheaply from other … That's exactly the problem. People were buying items cheaply from other retailers and then taking them to B&Q for a full "refund". :oops: So I was told when I took back a teak bench for exchange.



Agreed, at the end of the day, it is the customers to blame for abusing the policy. They didn't use it properly, and lost it. Look how Tesco's Refund and Replace policy was abused, so they were forced to remove it.

Banned

MANJ_007;8618851

What!! Builders pay taxes!! All the ones I've used in the past took cash … What!! Builders pay taxes!! All the ones I've used in the past took cash in hand off us!


for a discount I hope ;-) I always pay tradesmen in cash if they knock off 15-20% from their quotes :-D

Just watch all those B&Q credit notes start to disappear from ebay

Supermod

Absolutely fine. It's hardly an unfair contract term under Under Contract Terms Act 1977.

Banned

i thought this was standard policy for retailers

no one HAS to accept a return - so if their policy states they wont without a receipt then so be it

Banned

csiman;8619087

for a discount I hope ;-) I always pay tradesmen in cash if they knock … for a discount I hope ;-) I always pay tradesmen in cash if they knock off 15-20% from their quotes :-D


cheapskate,and when the sheet hits the fan,no comeback=smart thinking.

Well if your a business get a tradepoint account then everything is listed on your account and you get 60 days to pay. So if you get something for a job and the job gets finished, you can return any 'overs' before you have even had to pay for it in the first place.

Banned

RFC;8621855

cheapskate,and when the sheet hits the fan,no comeback=smart thinking.


did I say I didnt get a receipt :whistling:

and they are all mates anyway :roll:

Banned

I thought retailers had to provide you with a credit note or exchange … I thought retailers had to provide you with a credit note or exchange even if you didnt have a receipt?



you thought wrong

As a builder its proving a right pain in the butt, the staff used to tell … As a builder its proving a right pain in the butt, the staff used to tell us to over buy and return what wasnt opened or used.



How do you do your accounts if you don't keep the receipts?
Even if you are fiddling, whats the problem? Keep the receipts. If you can build things surely you can keep a few bits of paper safe?

Supermod

sn0ttyang3l;8621811

no one HAS to accept a return - so if their policy states they wont … no one HAS to accept a return - so if their policy states they wont without a receipt then so be it



Under some circumstances they do have to accept a return. They don't, however, in the absence of proof of purchase.

sn0ttyang3l;8621811

no one HAS to accept a return - so if their policy states they wont … no one HAS to accept a return - so if their policy states they wont without a receipt then so be it



magicjay1986;8623026

Under some circumstances they do have to accept a return. They don't, … Under some circumstances they do have to accept a return. They don't, however, in the absence of proof of purchase.



I had a similar "discussion" with a Store Manager at a branch of The Carphone Warehouse last week.

Before I had handed over payment for a laptop the Manager stated that returns were not accepted & he would have to write this on my receipt.

I replied that it may be his Store's policy to not accept returns but that is not reflected in the UK Sale & Supply of Goods Act. He added that he was not qualified to speak about UK Law & that it was The Carphone Warehouse's policy.

After at least ten more minutes of discussion, with an interjection from another of the sales staff informing me that "Argos have the same policy" (to which I replied, "I'm not buying anything from Argos; that is not relevant"), the Manager suggested that I go elsewhere as "it would be best".

I then asked if he was refusing to serve me, and other customers were leaving the store & moving further away from the till

We then had an exchange about me not providing my postal address for the receipt. I offered my name, but did not disclose any further details. The Manager claimed this was needed so that if I lost the receipt they could find the transaction from my address. I offered that I was not going to lose the receipt & in any respect I would note the date & time the transaction occurred.

Eventually he gave in, relented to sell the item to me, & asked me to check that the product box was sealed. He marked my response on his computer system (but not on any of my paperwork); I paid, & then left.

After I returned home, my partner visited the Dell web site to check on the cost of extended warranties, & learned that the actual machine was only covered by 8 months warranty (remaining) as it had already been pre-registered in Dell's warranty system!?!

One could only guess that the product was bought by another party, registered, but then returned. This may explain the insistence that another return was not possible.

Fortunately, during the discussion prior to the sale of the laptop I enquired what the warranty period would be & the Sales Manager definitely replied that it was 12 months as I repeated this & asked him to confirm it.

I have not decided whether to return the item or not

I suspect I will not & should it need a warranty claim within the next 12 months I will return to the same store & argue with the same Manager again.

BFN,

fp.

PS. A "proof of purchase" can be an original receipt as mentioned, sight of a bank statement (for a debit card transaction), or a credit card statement, a price sticker/barcode for the retailer, or even just that the product is returned in a carrier bag bearing the retailer's name.

It is at the discretion of the Store Manager whether a credit note or a refund is to be issued. A credit note is the most the Store has to provide. They can opt to refund (using the same form of payment; i.e. debit/credit card, or cash), but if it cannot be proven what the original payment method was then a credit note will be provided.

[EDIT]: PS. I appreciate B&Q's policy but, again, there are exceptions according to UK Law.

Buy it at Homebase and return it to B & Q.

Banned

Wickes have a 6 month no questions refund policy, I thought it was standard policy to have proof of purchase at all stores. Smacks of stupidity not to.

according to the manager in my local b&q last week they no longer issue credit notes either, the refund has to be given through the means of payment - card/cash. total pain in the a**e as all i wanted was to swap 2 items over but instead they had to refund payment to my card (which can take up to a week to receive funds) and then i had 2 buy item again :x

Original Poster

its a nightmare keeping receipts when your have dozens each week and various houses and many many pairs of pants!

so its legal then thats what i wanted to know!

Banned

tfish;8630911

its a nightmare keeping receipts when your have dozens each week and … its a nightmare keeping receipts when your have dozens each week and various houses and many many pairs of pants!so its legal then thats what i wanted to know!



Try running a company without an accountant

Banned

tfish;8630911

its a nightmare keeping receipts when your have dozens each week and … its a nightmare keeping receipts when your have dozens each week and various houses and many many pairs of pants!so its legal then thats what i wanted to know!


who puts receipts in their pants!!! :w00t:

csiman;8632699

who puts receipts in their pants!!! :w00t:



Strippers? (professional erotic dancers, not someone who removes paint)

BFN,

fp.

lumoruk

Wickes have a 6 month no questions refund policy, I thought it was … Wickes have a 6 month no questions refund policy, I thought it was standard policy to have proof of purchase at all stores. Smacks of stupidity not to.



Yes they do as long as proof of original purchase is available. They are allowed to use discretion.

Banned

I'm sure hes not bothered over a year later

[email protected] ancient thread,why is it being bumped X)

Original Poster

i still think its wrong !!!

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