KEY POINTS:
Do your ads still say "And a money-back guarantee" at the end? A friend told me that you had dropped this line and now you've stopped your refund policy.
Yes, our ads still feature our money-back guarantee stamp at the end most of the time. Our money-back guarantee is very much in place, and the only thing we changed last October was to ask for goods to be in a resaleable condition. Our money-back guarantee allows customers to return almost anything within 12 months with a proof of purchase. Even if you have changed your mind we will take it back, as long as it is in a resaleable condition.
It seems an impossible ask for retailers to want customers to keep their receipt every time they have bought something from a shop which might break, or not fit, or need to be swapped. Will The Warehouse accept something with a price still on the packaging for a refund, or if it comes in a Warehouse bag?
It depends on what it is and why it is being returned. If you can provide proof you shopped at The Warehouse, such as a bank statement or a credit card statement, then we will accept this as well - but only at the store where you bought the product. In some cases, the store will offer a straight swap without a receipt, but again only if the product is either in a resaleable condition or faulty. We rely on our team to make judgement calls and exceptions in some situations.
What exactly will you accept for a refund and what won't you? Is The Warehouse still offering a better refund or exchange service than other shops?
We have a 12-month money-back guarantee, which is much longer than many other retailers. We also will offer a refund if you change your mind, not just a store credit. With a receipt, we will accept any product that is faulty or defective, or anything we can resell. We will not accept CDs, DVDs, computer games, underwear, confectionery or consumables, unless the goods faulty.
This question doesn't really relate to refunds, but I do want to know what percentage of Warehouse goods are now imported? I wonder if this directly relates to your new refund policy...
We source products from all overthe world, including New Zealand. The country of origin has nothing to do with our refund policy, or our quality controls. All products are tested in the same way regardless of where they come from to ensure that we have done what we can to offer a quality product which offers good value for money.
Does it matter how long something has been out of the shop before you'll allow it to be brought back? I've got some things from Christmas that I still haven't unwrapped or used properly. Would this make a difference for a refund?
As long as you have a receipt or other proof of purchase, such as a bank statement, we will accept goods back for 12 months.
* Richard Lewis is the Director of Operations at The Warehouse.
NEXT WEEK: Science writer Gareth Renowden, author of Hot Topic: Global Warming and the future of New Zealand. Send your questions
