I often purchase gifts from Shoppers online and until recently, I’ve never had any issues with returns and exchanges. Over the past couple of months I’ve had to return 2 items and experienced differing return policies from each store. The first return was a perfume I purchased as a gift only to find out that recipient no longer wears the perfume, it was still in the original seal. The beauty specialist at this store told me that she could not credit my Mastercard and had to put the $264.42 return on a gift card. To note, I had the original packing slip received with the purchase. I showed her the return policy that states ‘refunds will be provided in the same form of payment used for purchase’. She told me that that policy is no longer in effect and she would have to give me a gift card. I told her that the ‘new return policy’ she is referring to is not listed online and asked her to show me the policy, which she could not. I asked to speak with a manager/supervisor but was told there was no manager/supervisor available so late in the evening. Since I was going on vacation the next day, and it would be past the 30 day window when I would return it, I had no choice but to accept the gift card.   
The second return was a pack of electric toothbrush heads, which were unopened. The supervisor told me that she needed to keep the packing slip as proof of return. I told her that I needed the packing slip as I had also purchased 3 gifts and may need to return them. She told me to take a picture of the packing slip and return that way. I asked her to take a photocopy of the packing slip since the return policy states to return an item in store, ‘you must have a physical copy of the packing slip that came with your order’. She smiled, shook head and sarcastically said NO. I asked her if I took a picture of the packing slip, would she accept the return. She smiled and shook her head, NO. I asked her what are my options and she said if I wanted to return the brush heads, I’d have to give up the packing slip. In the end, I left and came back with all items in the order. I returned over $600 worth of merchandise and the refund was processed on my Mastercard.  
I do realize that return policy states that you could reach out to Shoppers for a packing slip but after my past experience, I really don’t need the hassle. It also states that you could return by mail, which would mean I’d have to find a box to ship the item(s) since the original box was discarded.  
Does each store have their own return policy or are they all supposed to follow the corporate policy?

Return