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Stock code: 06270150
Mother of Pearl Information
Service rating :Thank you for your feedback and I am sorry you are unhappy with our returns procedure in store. Feefo feedback is for items ordered online only and not relevant to in store purchases, however we do take your comments on board and I believe my colleague Trish has responded to an email inquiry from you. The returns policy offered in store differs to the online policy as we adhere to the Distance Selling Act online where a customer can return an item for a refund within 21 days from the date of purchase. This is because the customer has not been able to see, touch and try on the item prior to making the purchase. In store we offer a 28 day gift exchange policy which gives our customers the opportunity to exchange an unsuitable purchase within 28 days and not to give a refund where the reason for return is beyond our control as in this instance . The law requires a retailer to give a full refund in certain circumstances. These include where an item has been incorrectly described or proves to be of faulty in manufacture or materials. Where the reason for return is due to the customer having changed their mind for any reason which is beyond the responsibility or control of the retailer there is no requirement for the retailer to make any arrangement to refund or exchange the item. In our case we extend the customer’s rights, with certain conditions, by offering a 28 day exchange period. We advertise this policy within our store although, as we are extending the customer’s rights, there is no requirement for us to publish this extra opportunity which we make available to our customers. I am pleased that you are happy with your online purchase and your comments relating to the in store returns policy have been passed on to the relevant people. Kind regards Sarah
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