When customers want a refund
Your customers can return goods for a refund (or for a repair, replacement or a credit note) if the item:
- Has a fault that wouldn't normally have been detected at the time they bought it; (hidden fault)
- Is not the same as described by the salesperson, or on a label or sign, or in an advertisement, or does not match the sample they were shown;
- Is not suitable for the customer's intended use as described by the salesperson before they bought it.