Jo has encouraged customers to learn their shopping rights ahead of the festive season, as part of the Department for Business, Innovation and Skills’ ‘Know Your Consumer Rights’ campaign.
The campaign notes that with increasing numbers of present being bought online, consumers are still uncertain of their entitlements, as well as their rights for a refund if there are problems with a purchase.
Know Your Consumer Rights’ Top Tips for the Christmas period are:
1. Online is fine – When you buy goods online, you have the same rights as if you were shopping on the high street. In addition, you also have the right to a seven day ‘cooling off’ period from the date the goods were received, with the right to a full refund regardless of the reason for return. However this doesn’t apply in some situations – if the goods were personalised, were perishable, or are not in the same condition as when they were delivered.
2. Returning it to the retailer – Act as soon as you discover the fault. When goods are purchased, your contract is with the retailer, so in the first instance you should go back to the retailer to request an exchange or refund. If you have a manufacturer’s warranty, you can contact them as well as the retailer.
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 or bank or credit card statement.
4. Check at the checkout – Check the store’s returns policy when you buy. You do not have the legal right to take back goods bought on the high street just because you’ve changed your mind, however, many stores offer a ‘no questions asked’ refund or exchange policy.
Commenting, Jo Swinson said:
“Be confident of your consumer rights this Christmas, especially when shopping online. The presents you buy must measure up to their online descriptions, be of satisfactory quality and capable of doing what they’re meant for. Ensure this festive season is worry-free and value-for-money by making sure you know your entitlements as a customer.”
Notes to editors
1. For further information for customers, visit the Consumer Direct website to find out what your rights and what steps can be taken to obtain a replacement, refund, or get an item fixed.