Primark Refused To Exchange Faulty Item

I would like to raise a complaint regarding Primark’s Hounslow High Street store and Primark head office about a faulty women’s jacket and the way my return was handled. On 18/09/2026, I purchased a women’s jacket from the Hounslow High Street Primark store for £68. The following day I returned to the same store because the jacket was faulty, with some of the threads already ripping. I brought the item back with its original tags and provided the till number and my bank statement showing the transaction as proof of purchase. Despite this, store staff refused to assist me solely on the basis that I no longer had the original paper receipt. They also declined to issue a duplicate receipt and told me I had to contact customer service instead. I subsequently raised the matter with Primark head office, but they have also refused to resolve the issue. My understanding is that a paper receipt is not the only acceptable proof of purchase, and that my bank statement and transaction details should be sufficient, particularly when I am reporting a fault with the item so soon after purchase. I am therefore concerned that Primark’s refusal to help may not be in line with my rights under the Consumer Rights Act 2015. I am seeking an exchange for the faulty jacket, or an equivalent remedy in line with my consumer rights. In addition, I would like Primark to review and improve its returns policy and staff guidance so that genuine customers with clear proof of purchase are not refused help in similar situations in future. I would be grateful if you could review how this situation has been handled and confirm whether Primark’s insistence on the original paper receipt, despite other clear proof of purchase, is appropriate. I am happy to provide my bank statement and copies of my correspondence with Primark on request.