Many people believe stores are required by law to take back goods but, actually, there is no legal requirement for most stores to offer refunds or exchanges. Refunds and exchanges are customer service policies some, but not all, stores adopt. Check what the refund and exchange policy is and get it in writing. If you want a refund or exchange based on unfair practice, you have legal rights and the retailer must address this issue.
Quick Tips
Find out:
- if the store gives full or partial refunds, exchanges or credit notes
- if seasonal items can only be returned within a certain period of time
- what personal items, such as jewelry or lingerie, are excluded from the store’s policy
- what you need as proof of purchase – a sales slip, cancelled cheque, account bill and/or the original packaging
- if only unopened or clearly unused merchandise can be returned
- if there is a “restocking,” or similar fee, to return goods.
Deposits
- A common misconception is that all stores will let customers change their minds after they’ve put deposits on items or arranged to purchase through layaway plans. Before making a deposit, be certain you’ll want to carry through with the purchase.
- Never make a deposit or partial payment without getting a written contract and receipt acknowledging your payment. For agreements where the total to be paid exceeds $50, the law requires such “future performance agreements” be in writing. Remember, if the business complies with the law, then you’ve entered a contract and are responsible for paying the full amount by the agreed date.
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