Q: Last week I bought a pair of boots for €130 from a shop in Sliema. When I got home I realised that their style did not match my tastes and decided to return them to the shop. I went to the shop a couple of days later, found a salesgirl and told her what the problem was. I also presented her with the receipt, which said 'Items exchanged must bear tags and receipt. Complaints are not accepted if this receipt is not presented'.

I politely asked her for a refund as there was nothing in the shop that interested me. She refused to do so saying it was not the company's policy to give cash refunds. At this point I asked to speak to the shop owner whom the salesgirl hesitatingly agreed to call. The owner was not helpful. He also said the outlet does not give money back and advised me to choose something else or get a credit note.

I left the boots at the shop and took a credit receipt. However, I would like to get a cash refund. Am I entitled to such a refund?

A: Unless otherwise agreed with the retailer, consumers can only claim their money back if there is a fault with the goods purchased and repair/replacement is not possible. In this situation nothing was wrong with the boots and the retailer never promised a money refund on presentation of the receipt but simply an exchange with another product.

In this case, the owner's offer of a credit note is more than what the consumer is entitled to. When consumers simply change their mind, shops are free to apply their customer care policies which consumers have to adhere to.

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