Purchasing Products and Services
Be aware of your Consumer Rights.
The law has been improved the last few years to protect the consumer when they buy goods or services in shops or by phone/mail order or on the internet.
The retailer must display correctly their full postal address on their website and invoices- this must not be a P.O Box address
They must also display what type of company they are e.g limited company or charity.
They must give you the total price of the item or service you are buying and the full cost with vat and delivery should be clearly displayed.
Goods or services should be delivered within 30 days unless you agree otherwise
The goods should be of good quality
The goods should be fit for the purpose they were intended
They should have a complaints handling policy
They should never force you to buy anything other than the product you want- do not be forced in to buying an extended warranty
Your rights under The Consumer Rights Act 2015
1. Products
You have a right to a repair or replacement if the product is of unsatisfactory quality, not as described or unfit for purpose.
In the first 30 days you have a right to reject them and get a full refund
If you requested a repair or to replace the faulty goods and they fail to you should get a partial or full refund depending on the circumstances.
2. Services
These should be properly provided with care and skill. Otherwise they should re do the work at no extra cost to the consumer to put any issues right. If they can not do this reasonably quickly and without causing you inconvenience then you may be entitled to claim a reduction in price.
If the failings are serious you could claim up to 100% of the price you paid.
Rights differ depending where you buy your goods and services
Buying at a shop
They must tell you the full price of the product or service, clearly state the delivery charges and the VAT. They must know and be able to tell you about any after sales services, guarantees and complaints procedure.
Purchases and services delivered to your home
All the information as above.
You must be given all the information in writing unless you agree that an email is sufficient.
You must know the full price and who pays the charges to return unwanted items.
You must be given information about the cancellation rights in writing in case you change your mind.
It is best to ask for a signed copy of your contract or you ask to receive this by email
Purchases over the Internet or Phone
Again all the information the same as in a shop should be made available on their website.
Once you have purchased an item you should receive a confirmation email.
If the order is done over the phone they should give you all the information verbally and then confirm in writing.
Their conditions of sale should be clear as to how to return any goods who meets the cost of postage.
All consumers have 14 days to say they want to cancel the order and then 14 days from that date to send back the goods.
Cancelling an order
Your rights to change your mind are only if you do not go in to the shop itself.
However many shops have a returns policy within a certain time for either an exchange or a full refund.
If you want to cancel an order for a product or service bought over the phone or Internet you have 14 days either from delivery or from the day you signed the contract for the services.
You can cancel verbally but it is safer to cancel in writing.
You do not have to state why you want to cancel
You have to have proof that you have cancelled so keep a copy of your letter
The supplier then has 14 days to fully refund you after they receive the goods.
If sending by post-keep a copy of the receipt.
You are allowed to open the packet to inspect the goods but they must not be used.
If they appear to have been used the seller may be able to take a deduction from the refund.
There are some items that you are unable to return such as items made to order specifically for you and some products that are not suitable to return for hygienic reasons.