Should a Refund Have Been Provided? - Yd. Aus

Mintee on 18/12/2024 - 18:18

Hi,

TLDR: - Situation:

Aunty brought me a shirt from YD. Aust, I tried on the shirt and it was genuinely too small (the fit was slim). I personally dont often shop at Yd. as I find all there stuff doesn't really fit me well.

The purchase was done on Dec 13th; I was given the receipt where the shirt was paid by a debit card via a cheque account.

I proceeded to return the shirt in store on Dec 16th:
The refund was denied as I did NOT have the card that was documented on the receipt. I was offered an exchange or store credit. Which I didn't want for numerous reasons (doesn't generally fit well, being rushed in a time constraint etc etc)

My argument was that, according to their returns policy online, I met their criteria for their refund. I had the receipt, it was unworn and, Swing tag is still on the item. No where was it specified that the same payment method was to be used.
https://www.yd.com.au/au/returns

**Additional information: **

I called head office as I was not happy with this outcome in store, who said they can generally make exceptions, but escalated to the same area manager that they did in store, where my request and it was denied I was then provided with this response win writing. The area manager called me, to inform me that its a policy that they do not refund onto other cards, I questioned where this policy was as it was on on their website, and wondered if this was a system limitation. She said she would escalate to the state manager and call me back, instead I got this:

We have since had confirmation from our Area Manager, XXXX, that she has spoken with you and has provided you with the options available for this return. You are more than welcome to head back into store for a store credit or exchange for the item/s however we will be unable to provide a refund unless your aunt[Who brought me the shirt] is present.

Please be assured that we are not taking your dissatisfaction lightly and the feedback has been passed on to the relevant teams for their review.

We will now be closing this ticket, however, should you require any further assistance, please reply to this email and we will be happy to help.

In the end I went to another store, played stupid, that I got my card stolen and got my refund on another card

With an ever transforming society, where card is the accepted form of payment, should I have been given a refund?

Poll Options

  • 60
    Yes
  • 361
    No
Fashion & Apparel

Related Stores

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Comments

  • seanfoite on 19/12/2024 - 10:13

    Worked in retail for years int he 2000s, we were explicitly told that the refund always had to go back in the payment that was used. You would have people try it on all of the time.

    Also bear in mind that the store does not have to provide a change of mind refund. There policy may be to offer it, but there is nothing to say that they have to stick to that.

    • McFly on 19/12/2024 - 11:58
      -1

      there is nothing to say that they have to stick to that.

      They do need to stick to their own published policy.

  • mjuice7 on 19/12/2024 - 10:16
    -4

    had a similar experience with Bunnings. I returned an item under warranty but no longer had the card it was purchased with. Bunnings also has a returns policy that doesn't state that a refund has to go back to the card it was purchased with. I will only pay with cash in the futuren for a big ticket item. can only imagine how much whinging businesses would do if they had to count & balance registers at days end & bank the days takings if everyone paid cash.

    • Mintee on 19/12/2024 - 10:25
      +5

      https://www.bunnings.com.au/policies/returns?srsltid=AfmBOoo… - 'Note: Original credit card must be present to receive a refund.' 'Refunds will be processed using the payment method stated on your original receipt. If you do not have a receipt and are unable to produce the card that you paid with, we require proof of identity (eg driver’s licence) to issue a return, which we will record. Cheques will be refunded as cash (once bank processing of the cheque has occurred)'

    • MS Paint on 19/12/2024 - 11:09
      +3

      It's moments like these you need a Mintee

    • spackbace on 19/12/2024 - 12:00
      +1

      As posted above, just have to provide DL

  • haemolysis on 19/12/2024 - 11:45
    +3

    Fraud/money laundering aside, it's also just simply not their business to be swapping your funds around between your choice of method. They don't owe you alternative choices. "Not in the policy" is in their favour, not yours lol… If it's not in the policy, you don't get "your choice" of how to direct them: you get the default.

    • Mintee on 19/12/2024 - 16:51
      -2

      I beg to differ on this, if I was in the situation of the purchaser, not in this case, but based on that policy would have played a part in how I would have purchased the product. I often read returns policies before purchasing, especially online purchases.

      • haemolysis on 19/12/2024 - 16:59
        +2

        I'm sure it would play a part, but that's not how a policy works. It outlines the companies responsibilities, and reflecting from that, privileges you are entitled. If it does not mention a special privilege, then you are not entitled that privilege (unless by law.)

        You've assumed "not in the policy - guess its up to me then!" Well… no. That's not the case anywhere.

        • Mintee on 19/12/2024 - 17:08
          -1

          Okay so because its policy its up to the business, but if its law its up to me? Lets say this shirt had a major tear, so a major fault, this would fall under ACL. A gift has the same rights as the original purchaser, so, would I then have been entitled to a refund as its law?

          • haemolysis on 20/12/2024 - 15:06
            +2

            @Mintee: You’re asking two different things bundled into one question.

            ACL entitles you to a refund: yes.
            ACL entitles you to your choice of payment method: no.

            It’s a general rule of life: if not written down, then not entitled.

            • Mintee on 20/12/2024 - 18:15
              -1

              @haemolysis: So, for a major fault, if the store offers you store credit, youd accept that since technically its a refund? Gosh I wouldnt be

              • haemolysis on 20/12/2024 - 19:12
                +2

                @Mintee: Well, you don’t have to accept it. You can be refunded to the original payment method.

                You not having that available is your problem. Go get it or take credit. You are not entitled to be provided cash.

                It is really not that difficult to understand lol.

      • dyziplen on 19/12/2024 - 18:28
        +1

        But you did not purchase the product. Your auntie did.

        The sales contract is between your auntie and YD. You did not play a part in the process. YD has got no legal obligation to you at all.

        • quick-dry on 20/12/2024 - 14:03

          as the Auntie gave him the receipt, could it not be argued that that was her assigning him as her agent/representative to deal with YD in this matter.

          • dyziplen on 20/12/2024 - 19:09
            +1

            @quick-dry: Sure he can be the agent, the agent that brought his aunties card for the refund.

            Because the contract is between his auntie and yd. Any refund needs to go back to his aunties card, not his.

            • quick-dry on 20/12/2024 - 22:49

              @dyziplen: but as far as we can see, that is part of their unwritten/internal policies, and doesn't form part of their published policies so isn't part of the contract. (and I know it is standard practice to refund to same form of payment, but they've bound themselves by saying they'd give a refund and not saying it must be to the same form of payment - which only works in a "where possible" way anyway, refunds aren't always immediately done and you might have cards or accounts cancelled between purchase and refund)

              • dyziplen on 20/12/2024 - 23:00

                @quick-dry:

                and doesn't form part of their published policies so isn't part of the contract.

                A refund by its very definition is to pay back. How can you pay back someone that never paid you anything to begin with?

                Also, if you don't have your original card, typically an ID and a new card will do as well, and they record down the details. The original card is preferred so that you don't need identification to show who you are.

  • Powershopz on 19/12/2024 - 11:50
    +1

    99% of shops will decline what you were trying to do because it's generally used for CC fraud. People buy items on a stolen CC then try to do a switcheroo to get the refund back on another card or in cash. Happens a lot with online purchases where the original item wasn't purchased in person.

  • firestint on 19/12/2024 - 11:56
    +3

    Just hand back to your auntie to get a refund?

  • someone else on 19/12/2024 - 12:03

    This thread was quite interesting… I've learned something… The fraud prevention does make sense.

    I'd probably be a bit annoyed but would just choose another item and go home. It's a gift, and we are not talking about $5,000…

    • Mintee on 19/12/2024 - 18:32

      I found it very interesting too! Even though copping a bashing haha

  • Typical16-bitEnjoyer on 19/12/2024 - 12:16
    +3

    OP if you're in such struggle town that you need a $17 refund in cash this time of year, PM me and I'll cook up some food for you to get you through this hard time.

    Note food cannot be refunded to your card or cash.

    • SlickMick on 19/12/2024 - 14:51
      +2

      sheesh you just made me realise how much time I've spent reading this thread.

      $17 is nothing compared to the GDP loss this post has caused.

    • Mintee on 19/12/2024 - 16:52

      Excuse me, the shirt was $79.95…..

      • THICKnSLOW on 19/12/2024 - 21:16
        +1

        Most shirts are only worth up to $15 in materials, the rest is margin, branding, licensing, margin, maybe quality embossing, margin, fancy proprietary fittings, margin and margin.

        Designer clothes are not knitted by mystical elvish seamstresses in ivory towers using ancient heavenly gifted iron cast and gold plated machines.

        • McFly on 19/12/2024 - 21:52

          Is there good margin in shirts?

          • CyberMurning on 20/12/2024 - 09:12

            @McFly: for YD and OP combo, yes i think shirt business is going to boom boom

          • Typical16-bitEnjoyer on 20/12/2024 - 13:25

            @McFly: Extremely. That's why these groups are referred to as rag traders.

      • Typical16-bitEnjoyer on 20/12/2024 - 13:26
        +2

        Did you spend more than $79 on a Xmas gift for your aunt?

  • joka on 19/12/2024 - 12:56
    +2

    Can you add a TLDR for the TLDR please?

  • stedmaster on 19/12/2024 - 14:18

    One alcohol please. I just did hard work at the business company.

  • ReaperX22 on 19/12/2024 - 14:52

    This is pretty typical. It's also the case for a lot of online purchases. Which can get messy say 6 months down the line, product has fault, they cant replace it, but youve since cancelled that CC, it's a whole process to get it approved to be refunded by bank deposit or another method. You functionally need to prove at some point you owned this CC, CC cancelled, prove with an old statement etc yada yada.

    Some stores will do it, but a lot will not. Replacement/store credit is probably the best they can offer.

    • Mintee on 19/12/2024 - 17:31

      Are these days a cc/debit card same same?

      • ReaperX22 on 20/12/2024 - 08:56
        +1

        Well, no. But they both often have a similar chip inside for online purchases/tap purchases. CC is money that isn't yours.. Debit is from your direct account.

        • Mintee on 20/12/2024 - 14:36

          I mean not from that perspective, back in the day alot of debit cards werent visa/mastercard so im curious around their protections these days

  • DontNeedThis on 19/12/2024 - 15:00
    +7

    That's not how TLDR works mate. Next time do it like this:

    My aunty bought me a slim-fit shirt from YD. Aust on 13th Dec, but it didn’t fit me. On 16th Dec, I tried to return it with the receipt, but the refund was denied as I didn’t have the original card. I was only offered an exchange or store credit, which I declined. Their returns policy didn’t mention needing the same payment method, and I met all other criteria (receipt, unworn, swing tag intact).

    • McFly on 19/12/2024 - 16:53
      +3

      If only someone would invent some kind of machine that could summarise things for us!

  • dannyjd1979 on 19/12/2024 - 16:05
    +1

    The opposite happened to me, I paid cash at Bunnings and was overcharged on a clearance item.
    I didn't even leave the checkout before I noticed on the receipt and they told me it had to be paid back to a card??!???
    I wasn't too impressed as I only had a pocket of cash and no wallet so the money was returned to my wife's card. 😂
    I feel like an idiot now for not standing in line and asking ozbargain if should argue!

  • TightAl on 19/12/2024 - 16:12
    +2

    God you're insufferable.
    Why would they refund you if you DIDN'T buy the card, it's normal practice to return to the same card. SMH.

  • Drakesy on 19/12/2024 - 16:41
    -1

    Wouldn't someone logical try on the shirt first?

  • Miss B on 19/12/2024 - 16:54
    +5

    "Hey aunty, I really appreciate you buying me a present. Unfortunately the shirt didn't fit and as YD only had slim fit shirts there were no other shirts that fit me. I tried to get you a refund to save you the trouble, but they will only issue it to the original payment method. Thanks for thinking of me."
    hands aunty shirt

  • dji1111111 on 19/12/2024 - 16:57

    This is standard. try getting a refund from Bunnings and they will verify that you have the original card that was used to purchase that item and will only process a refund back to that same card.

    • MeesusEff on 19/12/2024 - 23:45

      Since when? I've returned stuff at different bunnings and they don't even ask if it's the same card, which is a good thing coz I returning my husband's stuff lol

      • dji1111111 on 20/12/2024 - 00:47

        Returned twice in the last few weeks and both times they wanted to see my virtual card number on the phone

        • MeesusEff on 20/12/2024 - 02:47
          +2

          Hmn what happens if your card number changes? Samsung keeps changing mine for no reason

  • Camelface on 19/12/2024 - 17:42

    Why don't you just visit the store with your aunt? They'll refund to the original card and then you can ask for the money instead or ask her to buy one that you actually like. Did I miss anything in the detail? Only read the TLDR.

  • relentless on 19/12/2024 - 18:49

    I had a similar issue with Kmart. After a recent holiday, my card was compromised by an unauthorised overseas transaction, so I had to have it replaced.

    It seems that returns are under much stricter scrutiny these days. In these situations a refund is hard to come by.

    At least it benefits the company as they have more reasons to refuse refunds and keep the money. A lot are struggling.

    Paying in cash might be a safer option, even if it means missing out on reward points or price protection.

    I also read online that AliExpress and Amazon are beginning to request government ID as part of the purchasing process.

  • MeesusEff on 19/12/2024 - 23:42

    Kmart rejected me before even when I showed the credit card statements that it WAS the same card, just Samsung pay fkn keeps refreshing my card info and giving me different digital card numbers. Took the credit in the end

  • Eeples on 20/12/2024 - 07:01
    +1

    You personally did not buy the shirt from Yd.

    I don’t know why you think they are under any obligation to you.

  • yamahamoto on 20/12/2024 - 08:44

    Another reason to pay with cash

  • CyberMurning on 20/12/2024 - 09:13

    bro, lets move on.
    the YD quality is not that great anyway ….

  • TightAl on 20/12/2024 - 10:49
    +2

    OP talking as if he is some contract law expert meanwhile he wasn't part of the contract to begin with. LMAO

  • AssociatedAlzzaOkumura @ yd. on 20/12/2024 - 11:18
    +3

    Hi Mate,

    I work at Head Office and we are the parent company of YD plus numerous other brands.

    I believe you're correct that the website should have clear and transparent information that the original card purchase MUST go back to the same card that it was paid with. The store followed proper precedure in helping you by offering to exchanging the item or putting it onto a Gift Card. I know, it is frustrating.

    From my perspective, no idea why they didn't label this on their website and don't plan to. I have no say on this with YD since I don't directly work for them, but they more work for us. But being a retail worker for numerous years when I was younger, refunding the customer back to the ORIGINAL form of payment has been the rule.

    Primarily it is to prevent fraud since bad and malicious people do unfortunately exist in this society. I would recommend to just find time with your aunty to go refund the item with you. If not, maybe look into exchanging for pants or shorts at YD since they look and feel alright. Some shirts at YD can be a hit or miss depending on fit and style for the customer.

    • spackbace on 20/12/2024 - 11:47
      +2

      In the end I went to another store, played stupid, that I got my card stolen and got my refund on another card

      • Eeples on 20/12/2024 - 14:00

        Aunty most likely did not want to be caught in a conspiracy for Christmas.

  • CommuterPolluter on 20/12/2024 - 12:21
    -2

    Cash is king.

  • McFly on 20/12/2024 - 17:52
    +1

    The idea of "the same card" is on the way out…
    Mastercard to Replace Card Numbers with Token-Based Payments across Europe by 2030

    • dyziplen on 20/12/2024 - 19:13
      +2

      Then it will refund to the same token. Lol.

      We already have real numbers vs virtual numbers, and as long they can show it's same "card" its fine.

  • Empharand on 20/12/2024 - 19:20

    The refund was denied as I did NOT have the card that was documented on the receipt. I was offered an exchange or store credit. Which I didn't want for numerous reasons (doesn't generally fit well, being rushed in a time constraint etc etc)

    So you want the vendor to refund a different payment method, opening them up to the possibility that you may try a charge-back via the original payment method? It's there to prevent Fraud. While I get the shirt was a gift, perhaps your Aunty should ask for your current shirt size (either directly, or indirectly) so she can make an informed purchase.

    In the end I went to another store, played stupid, that I got my card stolen and got my refund on another card

    I'll give you points for thinking outside of the box, but I doubt they should have done that!

  • Grish on 21/12/2024 - 11:57
    -2

    I'll give you points for thinking outside of the box, but I doubt they should have done that!

    Should is once again the key word, the ACL says "should use same card" which means the store absolutely has the discretionary power to decide, in conjunction with the customer.

    It's clear to me that this is the store playing hard ball at keeping the money, referring to and hiding behind useless "policies" that bear zero weight when it comes to black and white law.

    I think, especially with the various escalations from the customer, in this case, along with all the other circumstances (Xmas, gifts, aunties, chubby, slim fitting etc etc…) that the management could have exercised their discretion.

  • DMFD on 21/12/2024 - 12:39

    Card payments go back to the card.
    Thems the brakes.

    • Grish on 21/12/2024 - 14:30
      +1

      Not if you changed/cancelled the card…

      • DMFD on 21/12/2024 - 14:50
        -1

        Which there would be no reason to do

        • McFly on 21/12/2024 - 21:49

          Wow, those CC providers must 'waste' so much time changing/cancelling stolen/lost/expired cards. What are they thinking?!

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