Gift-giving is a cherished tradition that brings joy to both the giver and receiver. But what happens when that perfect gift turns out to be not-so-perfect?
Whether it’s a sweater that doesn’t fit, a book you’ve already read, or a gadget with a glitch, navigating returns and exchanges can be stressful without the right information.
Knowing your consumer rights can transform a fraught or awkward scenario into a guilt and hassle-free experience. So here’s our guide to returning, exchanging or re-selling gifts.
Returns
Whether you are shopping online or in-store, the Consumer Rights Act 2015 protects UK shoppers against faulty goods and services. However, when it comes to returning a perfectly good item received as a gift, the first thing to note is that you do not have an automatic right to a refund or exchange.
So unless an item is “faulty”, not “as described” or of “satisfactory quality”, you may not be able to return it.
Many retailers will offer goodwill return policies that allow refunds or exchanges within a certain period of time but this is not a legal obligation. During the holiday season, you may see retailers advertising an extension of the return window to encourage shopping confidence.
Before buying someone a gift, or trying to return one you’ve been given, check the store’s return policy and whether a return or exchange will be possible.
Another complication when it comes to returning gifts is that you will almost certainly need the receipt. The jury is still out on whether a photo of a receipt will be accepted – many stores will still only accept a physical receipt. So if you are giving someone an item that they may wish to exchange, due to issues with fit or preference, it is a good idea to hold onto the receipt and let them know that you have it should they wish to return or exchange it.
If you are in the position of wanting to return a gift but you do not have the physical receipt, it is still worth seeing if you could get an exchange or a voucher.
Exchanges
Incorrect sizes, duplicate gifts, or mismatched preferences are common issues with gifts. Retailers generally anticipate the desire for exchanges and will offer extended holiday return windows and flexible return policies to accommodate the demand.
If you wish to return a gift that someone else has bought you, and you do not have the receipt, you may still be able to get an exchange for something else they stock. Items will need to have the original tags and be in brand-new condition.
Even if you can’t exchange the item for another in a better fit – due to a lack of stock, you may be able to get a store voucher to redeem at a later date.
What goods can’t I return?
Unfortunately, there are a few things which, if you receive them as a gift, you’ll have ….:
Perishable goods
Food, flowers, or even some cosmetics, if it’s something that will spoil, chances are you can’t return it.
Package penetrated
Refunds for goods that aren’t damaged are at the store’s discretion and most stores will have rules around opened or damaged packaging. If something has been worn, that’s usually automatically out. Things like jewellery or underwear are also usually automatically excluded for hygiene reasons.
Made for you
If the gift has been personalised, with monograms or other forms of personalisation made just for you, you’re probably stuck with it.
What if the item is faulty, not as described or of satisfactory quality?
If a product you purchase is faulty, not of satisfactory quality, or not as described, you have the following remedies:
30-Day Right to Reject
If the product is faulty, you have the right to a full refund within 30 days of purchase.
Repair or Replacement
After 30 days, you may be entitled to a repair, replacement, or a partial refund.
Final Right to Reject
If repair or replacement isn’t successful, you can reject the goods for a refund, which may be reduced to account for usage.
After 30 days
It is possible that you may not discover a fault with an item until after 30 days. However, if goods are faulty you have up to six months to return the items – and the burden of proof is on the retailer to prove the item wasn’t wonky or refund you. They are allowed to have one crack at a repair or replace the item, but after that, you can ask for a refund.
Even over the six months, all is not lost, though you’ll need to prove why you didn’t realise the item was damaged or that the problem isn’t just down to wear and tear. Be prepared to compromise though. You could be looking at a repair or a replacement – and if the product has been upgraded since, you aren’t entitled to the upgraded version.
Re-Selling
If you are unable to return a gift or get an exchange, you can take matters into your own hands and resell the item.
Alongside the explosion of e-commerce, there are now hundreds of platforms and apps specifically designed for re-selling unwanted items. Vinted and Depop are popular choices when it comes to selling clothing – especially if an item still has its tags. And for gadgets or household items, there are classics like eBay or Facebook Marketplace.
These sites will all have their own terms and conditions, buyer and seller contract rules, and ways for people to manage their listings – so make sure you read these carefully. It is also important to make sure you’ve checked the postage terms too. Many budding re-sellers have come unstuck when a buyer raises a delivery dispute.
We have a guide to using online selling platforms so you can ensure a smooth experience.