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Shoppers unaware of rights when returning gifts

No entitlement to refund, exchange or credit note

Christmas gifts

Three quarters of shoppers don’t know they’re not entitled to a refund, exchange or credit note when returning an unwanted gift within 28 days.

While shops may offer one of these options as part of their returns policy, they’re not legally required to do so, even if you have a receipt. 

But when Which? surveyed 400 shoppers, only 24% of people knew this. Make sure you know your rights by reading the

Which? shopping expert Matt Clear said: ‘The law doesn’t offer much protection to shoppers when it comes to returning non-faulty items. 

‘It’s important that you know your rights in all shopping situations so you don’t get caught out. 

‘Which? has a number of shopping guides to help you understand .’

Shoppers don’t know their rights

Which? asked 400 shoppers what they thought their rights would be if they wanted to return an item of clothing which was too big, and which had been given as a birthday present.  

Assuming the respondents had the receipt, and it had been less than 28 days since the gift had been bought, the survey respondents were asked to identify what they thought their rights were in this situation. 

The majority of respondents didn’t know that high street shops don’t have to accept a returned item unless it’s faulty, not as described or is unfit for purpose.

38% of shoppers surveyed thought they’d be entitled to a full refund while 38% thought the retailer would be obliged to offer an exchange or credit note. 

Less than a quarter were able to correctly identify their rights. 

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