When taking back an item to a shop, it is very common to be given an I.O.U. (I owe you), un avoir, instead of a refund. These flimsy pieces of paper can easily get lost in your purse, or be thrown out with old till receipts. Also they are dated and must be used within a certain time limit. Being British, I was not at all used to being offered an I.O.U., something seldom seen in the UK.

One day, I went to a cut-price soft furnishings outlet which sold lots of seconds – that is to say, items with slight faults. I wanted a duvet cover. I searched and searched for a long time before finding something of the right size and colour for our double bed. I paid, and went home. On opening the packet, I found that inside was a double sheet and not the duvet cover illustrated on the packet. A double sheet might be a good purchase in many circumstances, but not when I needed a duvet cover. I went back to the shop as soon as I could and was given ‘un avoir’.

Being new to France, I accepted it meekly, but was not at all happy. I had searched and searched in order to find this one item. There was nothing else I wanted and I couldn’t now use that money to buy bedding elsewhere.

Our lovely friend Sylviane, assured me that I was within my rights to have my money back. So back I went. I explained that there was nothing else in the shop that I wanted and please could I have my money back and not the ‘avoir’. The manager said that it was not possible that day but if I came back the next day in the afternoon it could be done.

It was certainly a good thing that the building was only in the next district to our house. Imagine, if I had lived several miles out of town? This would be the fourth visit to the shop.

The next day I was back at the time proposed. As soon as I walked in, the manager saw me and without saying a word, went into his office which was raised above the shop floor. I saw him pick up his telephone. ‘Oh, no’, I thought , he is purposely avoiding me and hiding out of the way, looking busy with other things. I went to the till and explained the situation to the assistant. The manager opened a sliding window and called down a series of numbers that the assistant wrote down. She taped the numbers into her till and opened the drawer, took my ‘avoir’ and gave me my refund. I then understood that without this authorisation from head office, she couldn’t open the cash register and take money out.

The French way of doing things often seems very complicated compared with the UK. The lesson to be learned is ‘Persistance’, ‘Politeness’ and yes, it is possible – even if you are the first person that has ever done it! Be a ‘Pioneer’!