I am a retailer in the clothing industry. 2 Days ago a customer presented me with a jumper that was exclusive to my shop as it had our logo embroided on the jumper. (I only have one shop) She explained to me that she was given the jumper as a leaving present from her place of work but it is too small for her. Because it was a present she did not have a receipt but this didn't really matter because I know that she couldn't of bought it anywhere. Now she wants to exchange it for the exact colour and style with the same logo on it but a size bigger. She wants this because she is seeing all her ex colleges at a leavin party in two weeks and would like to wear it then but without them knowing she has changed it. I dont have the bigger size in stock but this shouldn't be a problem, our supplier ships them out very quickly.
This is the tricky part now. Since selling the jumper to her work college I have reduced that range by 25% to make way for winter stock. Help. Could anyone recommend and justify the actions I should take to resolve my situation to keep the customer happy following the Sales of Goods Act.

Thanks.

She is not entitled to refund legally as the goods are not faulty.

If she is just asking for you to exchange it for another size I don't see what the problem is. Ok, by having to re-sell it you will lose 25% but you could lose a lot more by refusing and she tells all her work colleagues

I think you should do it as a gesture of goodwill and hope they don't see it has been reduced :)

Sandra

Bryan

I don't know much about the sale of goods act, but I have been known to return goods to stores.

Here goes. If I was returning to a large retailer such as M & S or BHS with no receipt they would give me vouchers, to the value, to spend in store or agree to exchange for other goods to the value of the original item.

Of course, in larger stores, if no receipt is present and the item has been reduced you only get the value of the reduced amount, because the customer cannot prove how much she paid for the item.

Therfore my suggestion is, to keep the customer happy and ensure that the 25% refund that you give her is to be spent in your shop, give her a credit note to the value of the 25%. She is not sure of the original cost and therefore should be grateful that you are also giving her the discount to respend!

I don't know about the legalities of this, but it could keep you all happy.

Steph

I think it would be a very nice thing for you to give her a gift voucher for your store in the amount difference. I bet you'll just make her day, as she may not even be expecting any reimbursment (spelling?)
Some times it's lovely to do something for some one else just for no other reason than it's a nice thing to do!
Plus, I'm sure she'll tell others of the lovely service she got from you and your store - and that's priceless.