Refunds and Returns

When customers purchase goods or services within a retail environment, the retailer has certain responsibilities to ensure they comply with the Consumer Rights Act. Previous laws were a little unclear as to what customers were entitled to if they wanted to return an item, this has now become much clearer. Should a customer feel they have been treated unfairly or subjected to hidden fees and charges they are now able to challenge this.

Receipts - it is a common belief that a customer must produce a receipt to claim a refund or replacement for a product they have purchased. This isn't actually true, as there is no legal requirement that a business has to provide a receipt at all to customers, so it would be very unfair to insist a customer must produce one. It is not unreasonable for a business to want some proof of purchase, perhaps evidence on a bank or credit card statement, or the estimated time/date a product was purchased as the business may be able to access sales information. In reality in a pharmacy this may only be applicable for larger or more expensive purchases such as healthcare electrical items.

Delivery - the retailer is responsible for goods until the customer actually receives them. Previously a company may have blamed a courier service if a product reached the customer damaged and they were not responsible. The law now clearly states that the retailer is fully responsible until the product has been delivered. In most cases delivery will be made by the pharmacy delivery driver, however if the pharmacy sells goods online delivery may be through an external courier company.