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Just as a heads-up - if you order from Screwfix at the moment using the Click and Collect option you can't get a refund if it's unsuitable or faulty. You may want to bear this in mind if you pick something expensive because their website isn't the best at making clear the differences between very similar products.
They're saying that Covid-19 prevents them taking any returns because the in-store sales processing system is shut down, and the customer support centre is closed for the forseeable. They may process refunds when this is all over but equally the 14 day return period will have expired by then.
*glares irritably at the useless timer-that-is-not-actually-a-timer switch I just collected*
I'm sure they'll have to make some accommodation for customers in terms of returns period when lockdown ends.
Yeah - I know a muppet who ordered a 400 x 600 radiator instead of a 600 x 400 - and now can’t return the unopened 400 x 600. 😳
Imagine that!
To be fair to screwfix, they’re not the only similar merchant with this policy at present. I’d be very surprised if they don’t accept returns once present restrictions start to be lifted and it’s clear the product hasn’t been used. And isn’t it a 30 day return, no questions asked policy rather than 14? (I could be wrong on that one...)
From their website. They will allow returns once things are a bit more normal.
COVID-19 - Refund Policy Changes
Refunds cannot be processed by our stores, website or our Contact Centre for any purchases made instore from 1 March 2020 onwards at this time.
We can exchange faulty goods where essential, but only where stocks allow. Please avoid unnecessary travel as we cannot guarantee availability.
If you do need to come to store, please check your local stores opening hours here and respect the strict Social Distancing measures in place.
You should retain your goods and receipts until we are able to offer this service when normal trading resumes.
Thank you for your patience and understanding.
Argos too
You should retain your goods and receipts until we are able to offer this service when normal trading resumes.
Makes perfect sense.
And isn’t it a 30 day return, no questions asked policy rather than 14?
It depends why you're returning it.
Under the Consumer Rights Act you have 30 days to reject faulty goods.
Under Consumer Contract Regulations you have 14 days to reject goods for any reason though this only applies to stuff you've not bought in person (ie, it replaces the old distance selling regs).
Both of these time limits start counting from when you receive the goods, not when you order them. I'd expect any retailer not honouring claims once their call centres etc are back home would be in great trouble, bigly.
As well as keeping receipts, I'd be emailing the store in question if there's a problem, then you've proof that you've notified them within time even if there's no-one to read it at the moment.
I was talking about Screwfix’s own return policy. But thanks for the useful input.
Ah, dunno about that. If they're offering something above and beyond statutory rights though, they're perfectly at liberty to change their policy whenever they like.
Toolstation also the same