Q: A few days ago I bought a suitcase from a local shop for €23.95. A few days later I went to exchange it but did not find anything to replace it with, so I requested a credit note. To my surprise, the credit note was not issued with the full price I paid but with the current value of the suitcase, which was discounted by 20 per cent. I asked to be given the full amount paid but the seller refused, claiming that he was following company policy. Do I have the right to insist for the full credit note?

A: Your rights in this case depend on why you needed to return the suitcase. If the reason was because the suitcase turned out to be defective and when you asked to have it replaced the seller could not replace it with a similar one, then legally you are entitled to a full refund of the amount paid. Not a credit note but a cash refund.

If, however, you needed to exchange the suitcase because you made a wrong buying decision, then legally you are not entitled to a remedy. In such situations consumers only have to adhere to the seller’s return policies or any pre-sale arrangements made with the seller before the purchase is concluded.

Hence, if the seller did not tell you that you could exchange the suitcase for its full value during the sales period, legally you cannot make such a claim.