Shoppers at high street giant Primark have been left feeling furious and short-changed after the retailer quietly rolled out a major change to its returns policy.
The new rules, which have caught countless customers off guard, state that the store will no longer issue cash refunds for returned items. Instead, disappointed shoppers are being offered a credit note to be spent in-store at a later date, but only if they have the original receipt.
'It's an absolute disgrace'
The policy shift has sparked a wave of outrage, with many taking to social media to voice their frustrations. One incensed customer fumed, "It's an absolute disgrace. I returned a top with the tags still on and was told I couldn't get my money back, only a credit note. I won't be shopping there again."
Another shopper echoed the sentiment, stating they felt "completely ripped off" after being denied a refund for an unwanted gift.
The fine print
Primark's updated policy is now clearly displayed on signs at tills and in fitting rooms, but many argue it's not prominent enough. The key changes are:
- No cash refunds: All returns are now exchanged for a credit note.
- Receipt required: Returns are strictly refused without the original proof of purchase.
- 28-day limit: Items must be returned within 28 days of purchase.
- Hygiene rules: For obvious health reasons, all cosmetics, hosiery, and jewellery are final sale and cannot be returned.
This move away from a more flexible returns system has left many loyal Primark customers feeling let down and questioning the retailer's commitment to customer satisfaction on the bustling British high street.
