Q. We offer a "no-quibble" 30 day money-back guarantee to customers who buy products from our shop. Do we have to offer refunds or exchanges if a customer brings a product back after the 30 day period has expired?
A. The answer depends upon whether the consumer has simply changed their mind about the product, or whether there is something wrong with it.
If the goods do not conform with their description or they are not of "satisfactory quality" a consumer may reject the goods and ask for their money back (or an exchange), provided they complain within a "reasonable time". What is "reasonable" depends upon the nature of the goods. For example, it may be reasonable for a consumer to complain 30 days after purchasing a kettle that it is not of satisfactory quality but 30 days would be too late to complain about, say, the taste of pint of North Eastern.
However, if the consumer has simply changed their mind about wanting the product, and there is nothing wrong with it, then you do not have to offer a refund or take the goods back after the 30 day period. That said, many retailers do offer to do this as a goodwill gesture, as it encourages customer loyalty and is a good marketing strategy.
For specialist advice contact Keith Swan of Patterson, Glenton & Stracey Solicitors by email at ks@pgslaw.co.uk or by telephone on 0808 231 7043. Patterson, Glenton & Stracey Solicitors have provided legal advice to the people of South Tyneside for over 125 years. For details of their full range of services and to view previous Gazette articles please log on to www.pgslaw.co.uk . Patterson, Glenton & Stracey Solicitors: the Logical Answer.
