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SOME of the issues I experienced with deliveries and returning goods to retailers during the pandemic have made me uneasy about ordering Christmas gifts. I don’t always understand my rights on sending items back. Can you help?
UNDERSTANDING our rights is important when shopping – especially during the festive season.
It is important to understand that returns and refunds policies can vary from one retailer to another.
This can affect what you will need to do to have your purchase refunded if required.
Individual retailers have their own policies in place, with many opting to process returns as goodwill.
Unless a product is faulty, a retailer is not required to give a full refund for goods that are unwanted, or if you change your mind.
The retailer may offer store credit, or a voucher as an offer of goodwill, and will usually have their own policies in relation to this.
A retailer is not legally required to have a policy in place, but if they do, they must follow it.
Retailer returns policies can usually be found on their websites, in store, or by checking the receipts supplied at the point of sale.
If you are purchasing items and expect you may have to send them back – for example different sized items to try them on at home – you should check the policy of the retailer in question prior to making a purchase to avoid disappointment.
For most online returns, Consumer Contract Regulations state that you can cancel an online order up to 14 days after receiving it, followed by a 14-day period within which to send your items back.
The simplest way to navigate these policies is to check with the retailer to find out how, when and where your item should be returned.
Some merchants will ship your order with a form already included. But if this is not the case, a visit to the retailer’s website should help you figure out your next steps.
If you have purchased an item that turns out to be faulty or damaged, your consumer rights entitle you to a full refund within 30 days.
But if your return exceeds the 30-day threshold, then you are no longer covered by the “short-term right to reject” and may only be entitled to a repair, replacement or partial refund of your item.
If you find your item faulty within six months of purchase, it is assumed that the fault was present at the time you bought the item, then the retailer is obligated to replace, repair, or refund the item.
If you find fault in an item after six months of purchase, you will need to prove the fault was there at the time of purchase.
Otherwise, the retailer is not obligated to fulfil the return.
Again, this can vary, so double-checking the policy of the retailer in relation to faulty goods is worthwhile.
The rules on digital products, such as software and games downloads, differ slightly, with more information available in the Knowledge Centre at www.consumeradvice.scot
Advice Direct Scotland is running its “Countdown to Christmas” campaign in the lead-up to Christmas.
The campaign offers Scottish consumers hints and tips for the festive season to help ensure we are all making the most of our money and avoid being caught out.