Claire Franks of Intimate Apparel Consultancy gives some sound Lingerie (Retail) business advice on the Sale of Goods Act 1979.

Every now again I think it is good to remind ourselves of exactly what rights customers have in terms of returns, refunds and exchanges, and what we as retailers are obliged to offer.


Sale of Goods Act for lingerie stores

Under the Sale of Goods act 1979, a consumer is entitled to a refund, replacement, repair or compensation when goods are either sold as faulty or are not as described.

However in the instance where one of your customers has either just changed their mind, bought the wrong size or received an unwanted gift there is actually no legal right for you to be obliged to give either a refund or an exchange.


Sale of Goods Act for the internet or door to door sales

Having said that, if you are selling door to door, on the Internet or via mail order then you have to allow 14 day period for a customer to return goods even if she has just changed her mind.


The effects of more generous interpretations of refund/return rules

Generally speaking, consumers get confused because the high street has offered far better returns and exchange policies than the consumer legal rights’ demand and this is often where problems can and have occurred.

Your business is constantly in direct competition with your local high street and it is important that you offer the same if not a better returns policies and services. This will maintain (and help you build) excellent customer trust and confidence when they purchase from your business and ensure consumers will return time and time again with utter confidence.


Get a leaflet to instruct your lingerie sales team

Traders should also be aware that under the consumer protection, unfair trading regulations 2008, it is a criminal offence to mislead a consumer about their legal rights Eg;- you cannot state No Refunds, Sold as Seen etc. Click here for more detailed information.

I have frequently been present in shops when customers are disputing a previous purchase and ill-informed staff are quoting all sorts of garbage. It’s really quite awful! Don’t let this be your business as bad news and bad service travels far quicker than good service unfortunately!


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