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Jenny, Solicitor
Category: Law
Satisfied Customers: 6428
Experience:  Qualified Solicitor specialising in Employment Law and general legal matters. Please start your question For Jenny Only
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Does a small one employee retail shop need a complaints procedure

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does a small one employee retail shop need a complaints procedure by law
Hello my name is ***** ***** I am happy to help you today. Do you have a problem with the employee that has led to this question or is it just a general query?
Customer: replied 2 years ago.

I display 3 notices in my shop stating; please note that we do not give refunds unless the goods are faulty or damanged;

A customer wishes to return goods she bought and I am refusing to give a refund. The CAB has informed her to complain through the business complaints procedure and that every business should have one, is this correct.

Ok so this is not an issue with the an employee but with a customer.
what is the reason that the customer wants to return the goods?
Customer: replied 2 years ago.

The customer bought a mobility scooter a week ago for her husband but he has now decided he does not want it. I not sure why, when I asked why not I was only given vague answers.

Ok the CAB adviser is wrong if they did indeed say that the employer. There is no need for a small employer to have a complaints procedure, although it is possibly a good idea, and it is certainly not a legal requirement.
The Sale of Goods Act governs this and this states that there is no right to a refund or exchange unless the item is not of satisfactory quality or not fit for its purpose. Neither of these apply here.
You do not need to offer a refund unless you want to as a gesture of goodwill.
There will be no action the customer can take if you refuse to refund.
If you have any further questions please do ask. If I have answered your question I would be grateful if you would take the time to rate my answer. Thank you and all the best.
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