Im confused about this

[Stu9]

I know I posted about Decathlons return policy especially on bikes, and they said no unless it this distance thing, why should it matter distance or not....I found this on a site called bike radar, and as you see, someone did just that. Their post was back in jan this year, how the hell did they manage it yet I cant!...have they changed their policy since, I might just copy and paste that phrase to them and ask what's going on.

Here's the customer quote from Jan 2013....second reply down....http://www.bikeradar.com/forums/viewtopic.php?t=12880119&

"originally bought the triban 3 and loved it, but after realising i'd bought the wrong frame size i contacted decathlon and asked if i could return it and get the correct size (57) which they had no problems with even though i'd had the bike for nearly 3 months.

While i was there, i decided to upgrade to the Triban 5. the ride is actually very similar, but it has some better components, and it looks a lot nicer too!"

 

[glasgowcyclist]

Retailer's discretion/goodwill
.
Maybe that cyclist had been a regular customer, maybe he was up front about the reasons for return, maybe the bike was genuinely never used, maybe he wasn't judged to be trying it on, who knows?

The returns policy that matters is the one that was in force at the time you entered into the contract with them. If they stick rigidly to that there's nothing you can do. If they choose to make an exception for a decent customer, that's their prerogative.

GC

 

[Risex4]

Having gone and trawled up your original Decathlon thread, I'm unsure as to what you are still confused about.

You purchase something from a retailer; he has offered a product at a certain price, you have agreed that the product is worth that price, paid it and taken delivery. Its yours. In everyday laymans jargon, "the contract".

Ways in which you are allowed to go back on the contract you have agreed with the retailer:

- The product is faulty or inoperable due to missing parts.
- The product received deviates measurably from the pretence (i.e. the description) under which the contract of sale was initially agreed
- The product does not fulfill a requirement which you specifically stipulated during the negotiation with the retailer
- The product is unused and in the exact same condition of supply to yourself within 7 days of receipt of goods (the statutory cooling off period, 14 days for things sold "at distance"). Note, its goods in exact condition of supply. If it came in a sealed box, stapled down one side, plastic bands around it - it goes back to the retailer in a sealed box, with staples down one side, plastic bands around it.

Any deviation from the above means you are at the discretion of the retailer. It it works and is functionally/technically complete, it does what was promised it would do when it was sold to you, and has been removed from its "pristine" state by removal of packaging and some assembly, then the retailer is under no obligation to reverse the agreed contract of sale.

Simply not liking the product is not the retailers problem.

Think about it. Hypothetically, you have your nice new Triban which you want to sell. You find a buyer. He gives you the money you want for it. 10 days later he comes back and says I changed my mind, I've ridden it for a bit but I don't like it, I want my money back. Would you do it?

Here's the thing though. What I have said is "fact", but facts which do have a discretionary flexibility. Given the vogue of customer service at the moment, if you approach a retailer correctly, you can often get them to bend their own rules. You just have to do it with some humility, displaying due respect for said rules and your own position.

"Hello. I bought this bike, but I no longer want it, give me a refund" will result in a "please refer to our returns policy. D*ck" response. Never, ever quote the law at retailers, it will generally get their backs up and make them less compliant as quoting "law" implies you are challenging them, probably needlessly - and often groundlessly - in their eyes.

"Hi there. I've made a bit of a mistake and I need your help. I've bought a bike, which although there is absolutely nothing wrong with and I've been delighted with your service so far, I've made an error of judgement and it is not what I require, is there any possible way we could look at an exchange or a refund". Its not a cast iron guarantee, but losing any sense of entitlement on your part actually makes retailers more friendly, pliable and likely to want to help rectify the problem.