Don’t panic! Coronavirus won’t affect your rights
HAVE you had a delivery disaster recently? Do you want to return goods but the shop says no? Are you getting angrier waiting in a call centre queue or firing off a rubbish online complaint form that you’ll never hear from again?
You’re not alone. Complaints about online retailers are skyrocketing and lots of people are asking me if the rules have changed due to Covid-19.
Let me be clear. Your consumer rights haven’t changed when it comes to goods and services bought online. Here’s an overview of your rights and a look at some of the newer problems the pandemic has brought.
SHOPPING AND RETURNS
What does the law
say? The Consumer Rights Act (2015) gives you the bulk of your shopping rights. For items bought prior to the act, it’s the Sale of Goods Act (1979). The act covers goods and services (including digital goods) and whether they are of ‘satisfactory quality, as described or fit for purpose’.
If the goods you buy don’t fit into these categories you can seek a refund, replacement or repair, depending on when things go wrong.
■ What are my rights if I want to return a purchase but there’s nothing wrong with it?
If the item was bought online or on the phone then you have 14 days to return it under the Consumer Contract Regulations (2013). In-store depends on the shop’s policy.
■ When do I get the money?
The retailer has 14 days to refund you from the point they receive the goods (or when you tell them, if the goods are digital). That includes delivery costs for returning the item (they only have to pay the cheapest option, so you might end up covering the difference).
■ What if goods are faulty?
You’ve got lots of rights when it comes to goods or services that don’t work.
However, there are certain time limits. The rules say that you have 30 days from the date of purchase to return the item if it’s wonky or isn’t as it was described. You’re entitled to a full refund if the goods are returned within 30 days.
■ What if it’s over 30 days? If goods are faulty you have up to six months to return the items – and the burden of proof is on the retailer to prove the item wasn’t wonky or refund you.
They are allowed to have one crack at a repair or replacing the item, but after that, you can ask for a refund.
If it’s over the six months, you’ll need to prove why you didn’t realise the item was damaged or that the problem isn’t down to wear and tear.
COVID 19 AND YOUR RIGHTS
IT’S come to my attention that some stores have changed their returns policies.
This is probably down to a lack of staff to process and manage the returns.
If a business can sell you stuff then it should also be able to take it back, but leaving that aside, your right to return should not be affected by this.
The timescales in this article still apply, but should have been extended so you know when you can return items and get refunds.
Many shops say they’ll do this when they reopen, but details are vague. We expect them to be reasonable about your personal circumstances.
If you’re concerned about a return or refund, contact the firm, explain your circumstances and ask them to go through your options.
If their website is unclear then get a written response by email or even text if you can.
If you feel you’ve missed out on the time you have to return goods due to not being informed by the business, you have the right to make a complaint.
■ Go to resolver.co.uk to get help for free.