The National Consumer Agency has released advice to consumers and retailers who have purchased products affected by the nationwide pork recall.
The Agency is calling on all retailers to take a reasonable and responsible approach to this issue, following some confusion surrounding the issue.
The position of the Agency is as follows:
- Consumers are entitled, under law, to a refund on production of a receipt or alternative proof of purchase.
- Consumers should return the affected products together with a receipt (if available)
- Where consumers do not have a receipt, the Agency expects retailers to refund in relation to own brand products and to adopt a reasonable approach to refunds for branded and other products where the consumer is known to be a regular customer.
- Where consumers have dumped product and have a receipt, the NCA expects retailers to take a reasonable approach.
- Retailers should provide a cash refund in all cases (there have been indications that some retailers are seeking to differentiate between own-brand and branded product, offering cash in some cases and credit notes in other cases).
- In relation to a product bought in a multiple (Dunnes, Tesco, Superquinn, Aldi, Lidl), any branch of that multiple should accept the returned good and issue a refund. Otherwise, products should be returned to the shop from which they were bought.
- NCA is calling on retailers to immediately confirm their acceptance of this approach
If consumers have any problems or need further information they can contact the National Consumer Agency on 1890-432-432.
Retailers Approach:
Superquinn
· Full refund, with or without receipts on own brand goods
· Full refund, with receipt on branded products
· Without a valid receipt - for loyalty card and internet customers only the value of the product(s) will be put on a gift card
Tesco
· Full refund, with or without receipts on own brand goods
· Full refund, with proof of purchase on branded products
Supervalu/Centra
· Full refund without receipt any SuperValu, CENTRA, Daybreak and Day Today own brand products.
· Full refund, with receipt on branded products
· Local knowledge on the part of the shop owner may allow Branded product refunds without a receipt.
Lidl
· Full refund, with or without receipts on any pork product identified as a Lidl product
Aldi
· Full refund, with or without receipts on any pork product identified as an Aldi product
Londis
· Head Office is recommending to franchisees full refund with proof of purchase
· Where no proof of purchase the decision to refund is entirely at the discretion of the local franchise in question.
BWG Spar & Eurospar
· BWG Spar and Eurospar are giving refunds on their own brand goods and on receipted branded goods
Barry Group Costcutter and Costcutter Express
· Have advised their stores to give full refunds.
· They are adopting a 'common sense' approach and not expecting their regular customers to have a receipt. Where a 'stranger' customer comes in for a refund they are looking at it on a case by case basis.
Dunnes Stores - No formal position
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