How to return the Christmas presents you DIDN’T want, from ALWAYS getting your money back to using the little-known law that’s your secret weapon when dealing with tough retailers…

Several parcel deliveries have gone missing, an elderly relative gave you a hideous scarf as a gift, and you just don’t like the dress you bought online when you see it in person.

The lazy days after Christmas bring a lot of shopping hassle, and many retailers make it difficult for consumers to return unwanted gifts or track down unwanted gifts.

As a consumer rights expert, I’m here to tell you that all of these frustrations can be solved with a little insider know-how.

Here’s how to have a worry-free Twixmas – and get the gifts you really want this year (or a nice cash refund)…

I LOVE THE GIFT, CAN I GET A REFUND?

Not for the first time, Aunt Gill has bought you a shabby sweater for Christmas. We’ve all been there: feigning gratitude while secretly wondering how to turn that unwanted gift into something that suits your tastes.

If your aunt didn’t wrap a receipt with your gift, you’re relying on the goodwill of a retailer. So before you head to the nearest store to return the sweater, research the seller’s return policy online.

It is better to go to the store, because sometimes only the buyer can request a refund or exchange online. Additionally, online returns often get lost in transit, especially this time of year.

Many retailers extend return times over Christmas and have generous policies. It’s helpful to have a screenshot of a returns policy on your phone, as many seasonal staff may not be familiar with store protocol.

Treating people kindly and politely goes a long way. Shop staff are under enormous pressure at this time of year, with reports of abuse at an all-time high.

What to say to the retailer: It always pays to be pleasant and cheerful with the staff in the store. If you talk to them nicely, they are more likely to be flexible and offer you a refund, exchange or a credit note, but you are still bound by the retailer’s policies.

Unfortunately, if the item has dropped in price due to the sale and you do not have a receipt, the store will only honor the current value.

You can sell unwanted gifts online through an auction website, local neighborhood groups, or on Facebook Marketplace; Give it again as a gift or donate it to your favorite charity. Aunt Gill never needs to know…

MY NEW GADGET IS ALREADY BROKEN

If a coveted gift you received is defective, you will probably have to ask the person who gave it to you if they can help you, as they will have proof of purchase.

If goods are faulty, you are entitled to a full refund within the first 30 days of purchase under section 22 of the Consumer Rights Act (CRA) 2015 – this law will be your secret weapon in so many rows with retailers. The only exception to this is if it was clearly indicated at the time of purchase that your items were slightly damaged.

What to say to the retailer: It’s up to you to prove the mistake, so prepare to make your case. And you still need proof of purchase. No receipt? A bank or credit card statement showing where the item was purchased should be sufficient.

I BOUGHT GIFTS ONLINE. CAN I CHANGE MY MIND?

Buying online gives you better cover than buying in a physical store as it is known as distance selling under the Consumer Contracts Regulations 2013. This gives you the right to cancel an order within 14 days of placing it and return it within 14 days to return. of receiving it. Fortunately, many retailers also extend the period in which you can return an item at this time of year.

This does not apply if you purchase custom-made items, such as a personalized bracelet, or perishables such as food parcels containing fresh items. That is what is known as bad luck, unless they are defective.

If you change your mind about other items, you may have to pay the return shipping costs, depending on the store’s policy.

What to say to the retailer: If you have ordered an item online, proof of purchase is sufficient. This could be your order number, bank or credit card statement. There is usually an option along the lines of ‘no longer wanted’ or ‘item not as expected’ when you fill out your returns form.

I AM THE VICTIM OF PORCH PIRATES

As the song’s lyrics go, this is the most wonderful time of the year – especially for porch pirates, criminals who follow couriers and then steal packages left on the doorstep when the homeowner is away.

If you are a victim, the first thing to remember is that it is the retailer’s legal obligation to resolve any delivery issues, not the courier.

I mentioned that the CRA 2015 would be your best friend – it states that goods remain the risk of the trader until they have been safely delivered to the consumer or to a person they have designated to take delivery.

What to say to the retailer: Contact them as soon as you realize the package has been taken and remind them that they are obliged to resolve the problem as your contract is with them and not the courier.

If the courier ignores your instructions, for example if you asked him to leave the package with a neighbor but he instead left it outside where it was stolen, the retailer will have to send a new item or charge you the full amount refund. Remind them that if your designated neighbor is not home, the driver should place the package back in the van and provide redelivery instructions.

MY DELIVERY HAS NOT ARRIVED – BUT THE RETAILER AND THE COURIER ARE NOT HELPING

Delivery companies are notorious for sending emails or text messages saying they tried to deliver a package, but you saw no sign of a driver at your door and they didn’t leave a business card.

Did the Christmas elves run off with your package? More likely, the driver couldn’t find your address that day or couldn’t fit the delivery into the tightly timed targets, so it was easier to pretend they’d tried to deliver it.

In this case, just like with porch pirates, you have a contract with the shopkeeper, so try them first.

What to say to the retailer: Remind them that they are legally obliged to deliver goods to you safely. If they are unwilling or unable to resolve the issue, or if they claim they must wait for the courier company to officially record an item as missing (a common response), explain that they are in breach of contract in accordance with the CRA 2015 and that you get your bank to set up a so-called chargeback to reverse the payment you made.

This is a strong tactic if they hold you back, because chargebacks are an administrative burden for retailers, so they will want to try to resolve the issue without going that route.

You may have to be militant and make it clear to the retailer that the courier company they use is giving them a bad name among consumers like you.

ONLY HALF OF MY ORDER HAS BEEN SHIPPED

Lamp delivered without base, or a pool table for the children without legs? This would never have happened under Santa’s watchful eye.

What to say to the retailer: Once again, please use the trusted Consumer Rights Act 2015. If you have placed an order and do not agree to the goods being delivered by instalments, this is a breach of contract. They must deliver the missing parts immediately or you can reject and cancel the order and file a chargeback with your bank to dispute and reverse the transaction.

Banks often try to deny a chargeback on the first try, but legally the onus is on the merchant to prove that they delivered the items. So push back hard and emphasize ‘breach of contract under the CRA 2015’ if this happens to you.

This also applies to online food delivery. So if you’ve opened a large grocery store and some of it hasn’t arrived, or unwanted substitutes have been placed, you don’t have to accept them and you’re entitled to a full refund for the items that weren’t delivered. sent.

• Visit the website of consumer rights expert Scott Dixon here.