I have bought something from a shop/catalogue/street market/door to door salesman which does not work. What can I do ?
The law says that if goods are sold they must not be faulty. Unless that fault was brought to your attention at the time you bought the goods, you are entitled to your money back or to exchange the goods for something else.
Under the Sale and Supply of Goods to Consumers Regulations 2002, any fault that arises during the first 6 months will be presumed to have existed at the time of delivery. It is therefore up to the retailer to prove otherwise.
Consumers also have a right to request a repair or replacement of the goods, (although the seller can refuse if the cost of doing so would be disproportionate to the cost of any other remedy available to the buyer, or a repair or replacement is impossible). In those circumstances the buyer can ask the seller to reduce the purchase price by an appropriate amount or "rescind" (end) the contract and sue.
Questions & Answers
- I have bought something from a shop/catalogue/street market/door to door salesman which does not work. What can I do?
- I have bought something which works, but does not do what it says on the packet or is not suitable. What can I do?
- Are there any times when I will not be entitled to my money back or to exchange the goods?
- If I signed an "acceptance note" when I received the goods does this mean I lose my rights if something goes wrong?
- If the goods were bought for me by someone else am I entitled to return the goods?
- If I return goods do I have to accept a "credit note"?
- Do I have to accept a replacement good or a free repair instead of cash?
- Do I need to have a receipt before I can get a refund?
- What if the goods are too heavy to carry back to the shop. Am I responsible for the cost of taking the goods back?
- If I cancel an order am I entitled to the return of a deposit paid by me?
- Does a guarantee or warranty give me any special rights?
- What can I do if I have not received the service I paid for?
- If I buy goods with a credit card does this give me any extra protection?
- If my complaint does not get results can I sue?
- If I buy goods through an auction or private sale what rights do I have?
- Do I have any rights if my holiday is cancelled or if I do not get what I paid for?
- If I have bought something on a credit agreement can I change my mind and cancel?
- If I bought goods after seeing a sample what rights do I have if the goods are not the same as the sample?