BE SAVVY... and know where you stand

How often have you taken back a faulty item or something that wasn’t quite what you wanted, only to be told the store doesn’t do refunds? Knowing your consumer rights means you can get the outcome you are entitled to…

• Any goods you buy must be of satisfactory quality as described, fit for purpose and last a reasonable length of time. According to the Consumer Rights Act 2015, if something is faulty you can get a full refund within 30 days – this is called your ‘short-term right to reject’. After that time, you have fewer rights and may only receive an exchange, repair or part-refund.

• When a product becomes faulty within six months after purchase, the shop must prove that the goods weren’t faulty when it sold them. After that, the onus is on you, so always act quickly.

• If you buy an item then change your mind, shops aren’t under any obligation to take goods back, unless faulty. Most, however, will give credit notes or exchange items for something of the same price.

• Sale season usually comes with its own rules, which are individual to the store. Always ask at the till point or read the small print if buying online.

• Buying online gives you more rights, due to Consumer Contracts Regulations. This gives you 14 days to cancel an order and a further 14 days to send most goods back for a full refund, even if there’s no fault.

• A lost receipt doesn’t mean you can’t return something. All you need is proof of purchase, such as an itemised bank statement.

• Remember that your agreement is with the shop you buy from, not the manufacturer, so it is up to the retailer to sort out a problem.