Don’t leave the shop until you know its exchange or refund policies

How many times have you bought something from the store and decided later that it’s not the right one? The size may be too big, it’s not the right color, it’s faulty or you’re not satisfied with your purchase.

It’s usually the expensive buys that we’re not happy about that concern us the most. If it’s below Dh20, most people can’t be bothered showing up at the store to ask for an exchange or demand a refund.

But many shops, as a gesture of goodwill and in order to build brand loyalty, have return or exchange policies in place. If you check the fine print on the flip side or bottom of your sales receipt, you will find that stores clearly stipulate their policy for returning items.

Others tell you at the counter that you can hand the item back within seven or 14 days of purchase. Merchants will either trade the product for another item in the shop or give you a store credit or voucher. However, I have yet to encounter a retailer giving back cash to a customer.

So far, I haven’t had a serious problem with stores in Dubai when exchanging purchases. I’ve managed to exchange shoes, clothes and accessories without much fuss. However, this may not always be the case.

An acquaintance has just forked out a fortune on a diamond ring to surprise his girlfriend. At the time of purchase, the salesman assured him he could easily get it re-sized if it was not the right fit. It turned out the ring was too big, so he had to bring the item back about 10 days later.

He expected the process to be as easy as it was to buy the ring. But, to his disappointment, the sales staff told him that before the piece could be exchanged or re-sized, a jeweller had to check that the diamond was in perfect condition. If it’s found there are microscopic scratches on the stone, he will have to pay extra for re-polishing charges.

The “investigation” is a meticulous one. The staff first had to file a request with a jeweller, who by the way is not sitting at a small corner in the shop, and have it delivered to a laboratory for examination. All these preliminaries prior to the actual exchange or re-size will take about three days to complete.

Selling diamonds are definitely an intricate business, rightly so considering the amount of money that changes hands in a single transaction. When it comes to luxury items, there’s no room for impulse buying. Before you part with your cash, especially when it’s worth your whole month’s salary, it pays to ask a lot of questions before making a purchase.

Here is some advice to help you avoid problems:

• For pricey buys, assume that you might have to return to the shop to request an exchange. I’ve said it before and will say it again: Ask the seller about their returns policy.

• Don’t throw away your receipts. Keep them for at least 14 days. They will come handy when you change your mind about your purchase.

• Keep the packaging, as intact as possible. Some retailers won’t accept goods if the seal or packaging has been tampered with.

• Don’t destroy the price tag.

• Don’t expect that you can exchange everything. There’s little chance you can return perishable goods such as fresh produce or flowers.

• When returning an item, take with you the credit or debit card you used to pay.

• If the store can’t provide a replacement on the spot, ask for a credit note, voucher or signed receipt confirming the transaction.

• When all else fails, call the Department of Economic Development’s (DED) Commercial Control and Consumer Protection Division. The DED can assist you if you have an unresolved issue with a retailer or if you’re not a happy customer.

The DED has this consumer advisory on its website: “If you purchase a product or service and are not happy with [it] - it may be faulty, [the contents in] the box [may not be as] stated, or it was not delivered as per the agreed contract of sale - and if you have attempted to resolve this with the retailer or service provider, and no amicable solution has been reached, then you can complain to DED.”