Plumb Center Refunds Incur 25% Restocking Fee

Last week a plumber asked me to buy a new central heating programmer - he was pretty sure this was the problem. I tried Screwfix, who had the best price but didn't have it in stock and I needed it immediately.

I went to Plumb Center in Kingston and they had a pile of these programmers on the shelf. Their price was ridiculous but I was able to haggle them down to Screwfix prices by just asking nicely.

In the end the plumber fixed my system by changing just the Motorised Valve so asked me to return the programmer.

I took it unused, in original wrapping, back to the shop with the receipt. I explained the situation and the shop assistant (Steve) rather sheepishly said their would be a restocking fee. I was mildly annoyed and surprised at hearing this. I asked how much the restock fee would be, and he said, '25%'.

OK, here is where I COMPLETELY SNAPPED. How on EARTH can it be REASONABLE to charge a restocking fee of 25% of the value of a commonly stock item. To restock all he had to do was lift his arm and place it back on the shelf by the counter.

I found this outrageous and he pointed to a sign on the wall saying, "A restocking fee is chargeable for Cash transactions". How often do you study signs on walls before making a purchase? I insisted that a credit card is not cash so the sign does not cover it. He was adamant that 'cash' meant 'cash account' and not 'trade'. I stormed out.

Later I phoned Trading Standards who told me that retailers are not obliged to offer refunds at all. Unhappy with that I tried my credit card company who said similar.

It turns out that if you buy something online it is not lawful to charge a restocking fee if something is returned in 7 days. But in a physical shop they can completely refuse.

I can't see how retailers who treat customers like this can stay in business. I recommend, on this basis, buying shares in Kingfisher group (who own Screwfix and B&Q) and Shorting shares in Wolseley, since I can't believe that anyone who treats their customers like this will survive.