When you buy something the law gives you certain rights that protect you if it’s faulty, or simply not what you expected. Your rights may depend on where you bought the item and how you paid for it. It’s good to know what you are entitled to – with that in Moolr wrote some brief notes on consumer rights explained.
The Law
When you buy an item from a trader (in person or online) the law says the item must be:
- of satisfactory quality. It should last for the time you would expect it to and be free of defects
- fit for purpose. It should be fit for the use described and any specific use you made clear to the trader
- as described. It should match the description on packaging or what the trader told you
If an item doesn’t meet any of these rights, it is faulty and you will usually have the right to a repair, replacement or refund.
Your Rights
These rights apply to most items you buy from a shop, including sale items. You may have additional rights to these if you have a warranty, insurance or similar. If the trader makes a fault known to you and you buy the item, you can’t return it unless you discover a separate fault. You have fewer rights if you buy your item from a private seller. In such a situation, the items only have to match the description given by the seller and be theirs to sell.
You also have rights if you buy a service or sign up to a contract, for example if you a hire a builder or if you join a gym
Returning items to a shop
The key here is to always keep receipts of any purchase you make. You will require a ‘proof of purchase’ to return faulty items to a shop. A receipt is the normal method, but it could even be a bank statement proving purchase or a witness. It’s easier just to keep receipts though.
If there is nothing wrong with the item, you don’t have the legal right to return it. But there are other options for getting a refund.
Your right to change your mind
You usually have seven working days to cancel your order and ask for your money back if you buy something. For many retailers there is a 14 day money-back policy. Always be aware of the retailer’s return policy before purchasing. You have fewer rights if your item is perishable, made to order or a financial product.
If an item isn’t delivered on time
If you buy something online, over the phone or by mail order, you have the right to cancel the order and get your money back when an item doesn’t arrive on the given delivery date or where no delivery date is given and the item doesn’t arrive within 30 days of placing your order. These rights only apply if you buy from a trader based in the European Union (EU), though the UK’s exit from it may soon change the rights for British citizens.
Payment Methods
If you pay for something using a credit agreement, credit card or Visa or Maestro debit card, you may have additional rights if there’s a fault with the item or service, or the trader has gone out of business. If you paid for something costing between £100 & £30,000 using a credit card or credit agreement, you can make a claim from your finance company. For items paid using Visa, Mastercard or Maestro, you may be able to claim your money back through their ‘chargeback’ scheme. You would contact the credit card company directly t make the claim.
Additional Rights
You may have additional rights to refunds if there was unclear pricing on an item, or mistaken pricing too. If you need to complain about something you’ve bought, always go back to the trader first. Also check any warranty you have to see what protection it gives you, eg for accidental damage.
