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10 top tips and consumer advice regarding Xmas returns during the pandemic

Give the unwanted present a better future

Another Christmas has been and gone. Strange as it may have been for many of us, one thing is for sure: some of us received presents we didn’t really want!

So, what are your rights when it comes to returning unwanted Christmas presents? It has become a little more complicated due to Covid. (What hasn’t?)

10 top tips on your rights and what to do with unwanted presents:

10 Top Tips and advice regarding Xmas returns during Covid with three box presents

1) A store does not have to take back an unwanted present. It will depend on the store’s policy as to whether they will accept an item for a refund or a voucher as a goodwill gesture. Many, particularly the large stores, will do this and extend their returns policy timeframe.

2) The contract is always between the purchaser and the retailer. Therefore you will need a gift receipt (which transfers the rights from the purchaser to the gift recipient) or the original receipt.

3) Some larger stores may take an item for a refund without a receipt but remember they don’t have to do this and will offer you the price that the item is currently selling at, so hope it’s not in the sale!

4) If the item is faulty, not as described or hasn’t lasted a reasonable length of time, then it is a breach of the Consumer Rights Act 2015 and you are entitled to a full refund (within 30 days of purchase) or replacement or repair but you will need the proof of purchase.

5) If the item was bought online and you have a gift receipt, you have 14 days from the point of receiving the item to notify the online retailer about returning the item and a further 14 days to return the item. It will depend on the trader’s terms and conditions as to whether you have to pay postage.

6) If the item was bought in store and would normally accept a return but it is closed due to Covid tier restrictions, it is worth emailing the store to notify them and ask what their policy is. You will then have a written record and a reply to inform you of their policy. Many will extend their policies as they try and keep custom.

Presents warpped up n boxes shades of red and brown

7) You could try to return the item that was bought in store via the post but you must arrange this with the retailer and get written confirmation and details of how to do this as many retailers, even (unbelievably!) the larger stores are not set up to do this.

8) A retailer is very likely to give you a refund for an unwanted present on a gift card. Make sure you spend this quickly. In the current climate if a shop sadly goes into administration cards are unlikely to be accepted. Many will last only a year or two too and you may well forget that you have it. Spend it or lose it.

Looking a Gift Card in the Mouth

9) If you can’t return an unwanted gift you can do a number of things: Upcycle, donate to charity, give toiletries and food gifts to a food bank, contact your council social services department to ask to whether unwanted homeware and toys could be donated to a family or toy library, keep for fundraisers and even look at renting! Many people now hire out anything from power tools to baby clothes! More information can be found at What to do with the ghost of Christmas Present?

10) If you intend to regift make sure you make a note of who gave you what, as it is quite common for people to regift something back to the person who gave it to them! Don’t donate to your school fete a present that could easily be noticed by your friend and check for any personal messages on calendars books etc. before donating!

Make this the year the year you have those discussions about reducing the amount you spend on gifts! Raise the conversation later in the year, talk about wastage, giving to charity instead (many people do this instead of sending cards now, so this is just an extension) or just giving to children!

Coronavirus COVID-19 rights, refunds, reschedules for more help and consumer advice on purchases throughout the pandemic.

Here’s to a better 2021 with less wastage and more support for the charities which so desperately need us.

 

What are your rights when returning items at Christmas?

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For a present you won’t want to return! GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS! Full of information, advice, stories, consumer rights and template letters!

 


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And one for the New Year!

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Categories
ADR Ombudsman Business Latest News Transport

CMA steps in where the CAA fears to tread

CMA investigates and takes enforcement action

The Civil Aviation Authority (CAA) should be the regulator for air transport in the UK. However, it is increasingly clear that the Competition and Markets Authority (CMA) is doing the CAA’s job for them.

During the course of this year the CMA has taken action against a number of companies which were not giving full refunds where they were owed due to coronavirus cancellations.

This includes: Sykes Cottages and Vacation Rentals in June, Bijou Weddings Group in September and yesterday (15 December) the announcement that following CMA action, LoveHolidays. The company had committed to pay out over £18 million to customers waiting for money back after their holidays were cancelled due to coronavirus.

CAA: A regulator that fails to regulate

In July the CAA reported on its airline refunds review. A number of airlines were found to be hugely failing in their legal duties and they gave commitments to the CAA to resolve the matters. For example, on 3 July, Ryanair published a set of commitments on its website about timescales for processing cash refunds.

Ryanair confirmed that 90% of its backlog would be cleared by the end of July 2020 with all refund claims made in April to be processed by 15 July and most of the claims made in May to be refunded by the end of July. This statement has not been updated and just a quick glance on Twitter and in Facebook groups dedicated to Ryanair complaints shows that Ryanair customers are still waiting for refunds.Ryanair aeroplane in sky Dean Dunham AviationADR CEDR

Commenting on the review, Richard Moriarty, CAA Chief Executive said: “The airlines we have reviewed have responded by significantly enhancing their performance, reducing their backlogs, and improving their processing speeds in the interests of consumers.

“There is still work to do. We have required commitments from airlines as they continue the job of paying customer refunds. Should any airline fall short of the commitments they have made, we will not hesitate to take any further action where required.”

However, the CAA has failed to take any further action, appearing to believe that no further action is required.

CAA defers but the CMA brings action

It would appear that the CMA disagrees. Today, 16 December, the CMA announced that it was investigating whether airlines have breached consumers’ legal rights by failing to offer cash refunds for flights they could not lawfully take.

The CMA says “The investigation will consider situations where airlines continued to operate flights despite people being unable lawfully to travel for non-essential purposes in the UK or abroad, for example during the second lockdown in England in November.”

The CMA is aware that, in some cases where flights were not cancelled, customers were not offered refunds, even though they could not lawfully travel. Instead, many were offered the option to rebook or to receive a voucher.

How the CMA will work with the CAA

The CMA says that it will be working closely with the UK Civil Aviation Authority as it progresses its investigation.  Its press release continues:

“While the Civil Aviation Authority (CAA) leads on consumer protection in the airline sector, the CMA has undertaken extensive action in connection with cancellations and refunds during the pandemic and is well placed to support the CAA on these issues. The CMA and the CAA continue to work closely and share the same enforcement powers to tackle breaches of consumer protection law.

The CMA will now be writing to a number of airlines requiring information to understand more about their approaches to refunds for consumers prevented from flying by lockdown.

Following a careful analysis of this evidence, the CMA then will decide whether to launch enforcement action against individual airlines.”

CMA forced to act on airlines failures

It is quite clear that the CMA has had to step in and walk where the CAA fails to tread.

Paul Smith, Group Director of Consumers and Markets at the CAA, said :

“It is right that consumer rights are upheld throughout this period and we welcome this investigation from the CMA, which follows our review into airline refunds earlier this year. The CMA has been leading on a broad range of issues arising during the coronavirus pandemic and we will continue to work closely with the CMA in support of this investigation.”

This defensive stance from the CAA makes the regulator appear ridiculous. As the CMA states, it has the same enforcement powers as the CAA. But the CAA has done nothing to enforce anything since their review earlier this year. Airlines continue to flout the law and the CAA appears to have done nothing to ensure that airlines have kept to their June commitments.

CAA compared with other regulators

No other regulatory body needs another organisation to step in to support their enforcement work. The other regulators, such as Ofgem (Energy), Ofcom (Telecoms) or the Office of Rail and Road (Transport) are able to enforce the law themselves.

Future for the CAA and ADR

So, why does the CAA need help? Because it is ineffective and unwilling to take on the airlines face to face. Has CMA simply had enough of watching this farce unfold?

Hopefully this action by the CMA will shame the CAA into taking further action by itself.

It is the job of the Civil Aviation Authority to investigate airlines but it has continued to take no action. The CAA has told me in the past:

“Should any airline fall short of the commitments they have made, we will not hesitate to take any further action where required.”

However, time and time again it has not done so. The CAA has shown itself to be not fit for purpose. Instead it is finding in favour of airlines and continuing to allow them to behave illegally. The CAA has shown itself to be not fit for purpose. The CAA needs to use its enforcement powers to revoke airline operating licenses where airlines do not comply with the law.

Aeroplane in sky with clouds AviationADR Dean Dunham, CEDR, CAA

Further information:

A new Chairman started at the CAA on 1 August 2020. But unfortunately the new chair, Sir Stephen Hillier, has been ineffective in tackling airlines that are continuing to break the law on consumer refunds.

CAA launches consultation and tells no-one… launched a consultation on Alternative Dispute Resolution (ADR) but didn’t tell any stakeholders, as Which? calls for a single Ombudsman in the sector.

Report cover Dean Dunham, CDRL, CTSI, CAA, OA,

Crowds of people with report covering OA, CTSI, CA, CDRL, Dean Dunham & others

More Ombudsman Omnishambles report which looked at approval and monitoring of ADR schemes and followed Ombudsman Omnishambles which looks at the failings of regulatory bodies, including the CAA.

How approval bodies are failing to properly approve and monitor Alternative Dispute Resolution -

Ryanair tops CAA refund complaints

Getting help for Coronavirus cancellation claims and shopping help and advice for getting refunds and redress