Every person should know what their rights as a consumer are. You do not need to become a legal expert however, it is good sense to have even a basic understanding of consumer law. The same applies to young adults.
Consumer Goods
The Consumer Rights Act 2015 sets out your consumer rights. All goods must be as described, fit for purpose and of satisfactory quality.
What does this mean?
As described means goods must be the same as any description, label or image. Fit for purpose means the product must be able to be used for its intended purpose. Satisfactory quality means goods must not be broken or damaged and what a reasonable person would consider to be satisfactory.
What are my rights when returning a product?
After purchasing a product you are entitled to a full refund if you change your mind within 30 days of the date of purchase. However the item must be in the same condition in which you purchased it, unused, unopened and you must have proof of purchase (receipt, e-receipt or bank statement).
Without proof of purchase, anything offered is the decision of the retailer. They may offer you a gift voucher, the chance to swap it for another product or even a partial refund.
What if the product is faulty?
If a fault appears within six months it is assumed to have been there from the start. It is the responsibility of the retailer to prove this is not the case.
Upon discovering a fault with a product you should in the first instance contact the retailer. You must allow them an opportunity to repair the product or replace it in the first instance. If the fault reappears again or their attempt at repair has not been successful you can ask for a full refund. If you would prefer to keep the product you can ask for a partial refund instead.
If a fault appears after six months the retailer is not obliged to offer anything. It is down to you as the consumer to prove that the fault was there since the date of purchase which is not always easy. Some retailers may still offer you something such as a gift voucher for some of the price you paid or a discount on a new product.
What do I do if the retailer refuses to offer a refund or replacement?
If a retailer refuses to provide a refund or replacement when you are entitled to one, in the first instance you should try to resolve this with them. Ask to speak to a manager or contact their head office. Explain the problem with the product and outline your consumer rights.
Your next step is to contact your local Trading Standards office as the retailer is breaching your consumer rights. It may be worthwhile letting the retailer know you are contacting Trading Standards as this may encourage them to comply.
Gift Cards
Gift vouchers make a great present for someone if you are unsure of what to get them. Equally receiving a gift voucher offers you the freedom to decide what to purchase and in some cases where to purchase.
Here are our top tips for managing gift vouchers:
- If the store allows you to register your gift voucher online or load the money on to your account, take advantage of this
- Spend them as soon as possible
- Check to see if there is an expiry date and if there is take note of this. Some cards may have a set expiry date such as 2 years from the date of purchase or it could be 2 years from the last use
If the company enters into administration you may still be able to use the voucher if they are still trading. If not you should write a letter to the administrators explaining that you have unspent vouchers and you would like a refund.
Remember the company may be bought over by another organisation. If this is the case check to see if they will honour any previous gift vouchers.
Please note this does not constitute legal advice although great care has been taken to ensure the information provided here is accurate.
