Refund in vouchers – is this legal?

I pre-ordered an item in a high-street store a while ago, paying some cash upfront.

It now transpires that the store are not able to fulfil the order, and are going to give me a refund of my deposit – however the store are insisting the refund is not in cash, but rather in-store credit.

Is this legal? Can the store refund me in vouchers, or am I legally entitled to the cash?

If you feel you have the right answer, please post links and sources – I want to confront this store with legal fact, not opinion.

Many thanks in advance!

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7 Responses to “Refund in vouchers – is this legal?”

  1. HR Manager says:

    If you buy something and then want to return it because you don’t like it anymore or it doesn’t fit then you are only entitled to store credit at the discretion of the store.

    If you buy an item that is faulty then you are entitled to a full refund via the same method as you paid so if you bought it on a credit card then it should be refunded back onto the card, if you paid cash you get cash back.

    If the sale doesn’t go through then you are entitled to receive your money back but, as above, that refund would be in the same method in which you paid. So credit/debit card = card refund, cash = cash refund.

    At the end of the day they are attempting to sell an item they do not have. This could be reported to Trading Standards if you were that way enclined. Or you could just tell them that by refunding you in vouchers "they are in breach of your statutory rights as a consumer". For most high street retail staff the fact that you seem to know what you are talking about should be sufficent. If it isn’t then take it to their head office.

  2. Trudy says:

    Have you tried looking on the back of the receipt for the stores refund policy, seeing if they state they only refund in vouncers?

  3. Jo W says:

    This is simple contract law. If they’ve failed on their part of the bargain, the contract is cancelled. The reason they can’t supply is their problem, not yours – you have a right to a refund in cash.

  4. Dr kevin Finnan says:

    Jo W is 100% correct.

  5. Pinhead says:

    I’d go with JO W as well, this is different than returning goods that are not suitable and they offer vouchers as a refund .

  6. Jo says:

    You need to check their refund policy. If it says anywhere on their website that it is store credit only – then that is what it is.

    And totally legal.

    So no one can post links and sources for you. Especially as you didn’t name the store.

    You need to read their policy.

    And next time – find out the policy first.

  7. Seven says:

    They should refund you in cash.

    The link below has good tips on complaining

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