MAKING CENTS: Know where you stand with exchanges and returns post Christmas

If the retailer is unwilling to help with exchanges, complain in writing to them, writes Gráinne McGuinness

Christmas is over so now ’tis the season to make exchanges. If Santa got it slightly wrong or a present turned out to have a fault, gift recipients will be looking to the retailers to see what can be done.

I asked the Competition and Consumer Protection Commission (CCPC) for their advice to consumers with gifts they would like to return.

The first thing to be aware of is that if the item isn’t faulty, just not to your taste, you do not have the right to a refund or exchange.

The CCPC notes, “most retailers choose to provide a ‘goodwill’ returns policy, especially at Christmas, offering an exchange, refund or credit note for returns. But there is no legal requirement for shops to exchange unwanted gifts.”

In most cases, the shop will request proof of purchase before accepting an item. If you have a gift receipt, well and good. If not, you may need to ask the person who bought it to take the item back, or give you the receipt.

If an item is faulty, you have a right to a refund, even if the retailer tries to suggest differently. The CCPC says, “If you have a complaint about faulty items, shop notices such as ‘no refunds’ or ‘no exchanges’ do not limit your rights.”

And remember, if an item bought at full price is faulty and is now on sale at a reduced price, you are entitled to a refund of the full price or a replacement of the same value. Don’t be fobbed off with the sale price.

Again, if you have received a faulty gift and you don’t have a receipt, you may need to ask the person who bought it for you to take the item back to the shop or to give you the receipt as the contract is between the purchaser and the retailer. If the retailer is unwilling to help, complain in writing to them. The CCPC provides a complaint letter template on their website, at www.consumerhelp.ie.

If necessary, the person who bought you the gift could consider using the Small Claims process.

The application fee is €25 and the service is provided in your local District Court for disputes where the claim does not exceed €2,000. Let the retailer know this is an option you are willing to pursue; hopefully the threat of it will be enough to change the seller’s mind.

Given the potential for problems when picking presents for others, many people choose instead to buy gift cards so their loved ones can make their own selections. It’s a growing area. Last month, Retail Excellence Ireland predicted that by 2018, the Irish gift card market will grow to €1 billion. But although they are a handy and popular gift, shoppers need to be aware that they come with terms and conditions. The CCPC warn consumers that “not all gift vouchers are as flexible as you might think so it is a good idea to try use it as soon as you can”. Many gift cards and vouchers have expiry dates, generally one to two years, but some may be as short as six months.

Others don’t expire but start to deduct charges from the cards if not used within a certain time-frame. For example, the hugely popular One4All gift card hits cardholders with a monthly inactive balance charge of €1.45 after the card has been in issue for 12 months.

Remember too that losing a gift voucher or card is basically the same as losing cash. The shop doesn’t have to replace it. Cardholders are also at the back of the queue if the business closes down.

“if you have a voucher for a store that closes down before you get to use it, you become an unsecured creditor,” the CCPC said.

“Your claim will only be considered after other priority creditors have been paid and realistically it will be very difficult to have your gift voucher honoured.”

Add in the fact that the longer you have the card the more likely you are to forget about it, and the best advice is to spend gift vouchers sooner rather than later. Happy shopping!

DEAL OF THE WEEK

We are big fans of switching as a way to save money and with the Christmas bills due to come home to roost over the next month or so, what better time to look around for savings. There is currently strong competition in Ireland’s energy market.

In November, Electric Ireland and SSE Airtricity announced January price cuts. If you have been with the same electric and/or gas supplier for more than a couple of years, you can almost certainly save money by switching.

Irish comparison site Bonkers.ie has a comparison tool. Just input the details of your plan and it will tell you which deals offer you the biggest savings.

If you are with Electric Ireland, Bonkers suggest looking at Energia’s SmartChoice Dual Fuel offer. The plan offers savings of up to €338 if you move to them for gas and electricity, plus €50 cashback.

It only takes five minutes to find out the best deal for you at www.bonkers.ie.