My sister bought me a set of rather brief knickers for Christmas, but as they were from Marks & Spencer I thought it would be easy to exchange them for some more substantial ones which were more to my taste. However, she didn’t send me a gift receipt.
We live a 40-mile round trip from the nearest M&S, so I waited until mid-January, when I was fairly near, to call in – only to be told “sorry, they’ve been reduced twice in the sale” so could not be exchanged. Then it was suggested that I give them to someone else.
I’m very keen to donate items to the charity shop, but was rather disappointed my sister’s present was going to go directly there – we could just have donated the £12.99 direct! GH, Morpeth, Northumberland
After Christmas, one in five gifts typically end up at the back of cupboards (or knicker drawers) to collect dust. Retailers are under no obligation to accept returns unless they are faulty, but luckily, most – like M&S – provide a “goodwill” returns policy offering an exchange, refund or credit note over Christmas. These policies tend to vary enormously. Generally, you can only return underwear and lingerie if the product packaging hasn’t been damaged or the hygiene seal is intact. If the item is not packaged, you may still return it as long as the tags and hanger (if applicable) are still intact.
M&S gives customers with no receipt an exchange or a credit note to the value of the current selling price, provided it is returned within 35 days. Only items bought in a final clearance sale would be excluded from this policy – which is clearly stated when the purchase is made. On this occasion M&S has apologised (even though, strictly speaking, it didn’t have to) and has also generously sent you a £20 gift card.
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