10 top tips for people who want to know their consumer rights
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Issued on 01 March 2010
The ‘Know Your Consumer Rights’ campaign is a joint initiative by the
Department for Business, Innovation and Skills (BIS), Consumer Direct and
Consumer Focus to make sure shoppers get a fair deal.
Top Tips for ‘knowing your rights’ when shopping:
1. Not my style – some might be surprised to learn that you do not have a
right to a refund if you simply decide you don’t like what you have bought.
2. Six month rule - if you make a claim for a repair or replacement of faulty
goods within six months of purchase it’s actually up to the retailer to prove
that the goods were not faulty when sold to you
3. No receipt required - you do not need a receipt to obtain a refund for
faulty goods. However, you may be required to show proof of purchase with a
credit card slip, bank statement or cheque stub.
4. Online is fine - if you buy goods on the Internet you also have the right
to a seven working-day ‘cooling off’ period from the date you receive the goods,
with the right to a full refund regardless of the reason for return.
5. Returning it to the retailer - when you buy goods, your contract is with
the retailer not the manufacturer and you should always go back to the retailer
to make a claim.
6. Fit for purpose - the goods you buy from a retailer should be fit for
purpose and of satisfactory quality. If they are not, you are legally entitled
to make a claim for a refund, repair or replacement.
7. Act quickly - if goods are faulty and you wish to claim a full refund you
must return the goods to the retailer within a reasonable period of time.
8. Smarter sales shopping - you are not entitled to a refund on sale goods if
you were made aware by the retailer that the goods were faulty or if the fault
was obvious. Also, if you change your mind about liking the goods you aren’t
entitled to a refund.
9. Nearly new –you have similar rights to a refund, repair or replacement as
you do for new goods but remember that the law doesn’t expect second goods to be
of the same quality as new ones.
10. Stick up for your rights – if the retailer is failing to acknowledge or
respond to your consumer rights, in the England and Wales, you can file a claim
(under £5,000) with the small claims court.
To find out more about your consumer rights visit Consumer Direct at
www.consumerdirect.gov.uk or 08454 04 05 06
Notes
Your consumer rights are protected by a number of laws, including the
Sale of Goods Act 1979 as amended, the Consumer Protection (Distance Selling)
Regulations 2000 and the Consumer Credit Act 1974. These tips relate to the
legal rights you have under these and other relevant laws.
About Consumer Direct: Consumer Direct is the government-funded telephone and
online service offering information and advice on consumer issues. Consumer
Direct is funded by the Office of Fair Trading and delivered in partnership with
Local Authority Trading Standards Services.
For further information contact: Betty Nwosu / Jo Dyson Tel: 020 7261 8849/
020 7261 8942 Email: firstname.lastname@coi.gsi.gov.u k
Department for Business, Innovation & Skills
The Department for Business, Innovation and Skills (BIS) is building a
dynamic and competitive UK economy by: creating the conditions for business
success; promoting innovation, enterprise and science; and giving everyone the
skills and opportunities to succeed. To achieve this it will foster world-class
universities and promote an open global economy. BIS - Investing in our future.
About the Author
© Crown Copyright. Material taken from the Department for
Business, Innovation & Skills. Reproduced under the terms and conditions of the
Click-Use Licence.
