Unit 235: Process returned goods and materials in a retail

environment

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• goods must be of satisfactory quality• goods must be fit for purpose• the seller not the manufacturer is responsible• purchases can return goods up to six years after purchase

(five years from discovery in Scotland)• for the first six months the retailer must prove the product was

not faulty; after this the purchaser must prove that it was.

Principles of the Sale of Goods Act:

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• faulty

• customer changed mind

• repair needed.

Reasons for returning goods include:

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• post and packing

• delivery

• collection

• repair costs

• handling charge.

Charges to customers may include:

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• name and address of customer• description of goods• value of refund• reason for return• original method of payment• signature of customer.

Information needed to process refunds:

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• they are accurate

• possible sales are not lost.

Stock records should be updated promptly so that:

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