If you’ve got a problem with a product bought online or even in a bricks-and-mortar store, the UK Consumer Rights Act covers things like faulty goods and late deliveries.
In this article, we’ll explain the law so you know what your rights are when it comes to returning a product for replacement or refund.
If the product has a fault, then what you can do depends on exactly when the problem arises, and who you need to claim against. We’ll also explain your rights on digital products and recouping delivery costs when you have to return something.
Plus, many retailers allow you to return items even if it’s just because you changed your mind. In some cases this is a right (like when you order online), but in others it’s down to the retailer’s own policy (such as when you buy things in store).
Product quality: what to do if there are defects or faults
As a private buyer and customer, you have legal rights which apply whether you buy a product face to face, online, by phone or mail-order, and whether it’s purchased from a business or an individual trader for profit.
However, they don’t apply if you’ve bought something from a private individual who sells things only occasionally, such as through eBay or Gumtree. The seller must not do or say anything that misleads you into buying, and they must describe the goods accurately. If they don’t, you may have some recourse. The watchwords, however are Buyer Beware.
Like the Sale of Goods Act, the Consumer Rights Act lays out what you should expect from products:
- The product must match the description. What you buy must exactly match the content, specification and quality suggested by advertisements, the sales description and product packaging. If it isn’t, you can return the product for replacement or reimbursement of the amount paid. If this is the case, however, it’s important that you do not use or interfere with the product, since this action may be interpreted as you having accepted it as supplied. As an example, you wouldn’t drink two-thirds of a pint of milk before returning it because “it tastes funny”.
- The product has to be fit for purpose. In other words, it has to do what the seller says it will do and, if you have specified to the seller a particular use, it must do that also.
- The product must be of satisfactory quality. Would a reasonable person, who has taken into account the description of the product and its price, find the item acceptable? The product should also work for a reasonable amount of time (taking into account price and usage), and be safe to use.
What is reasonable, though? Electronic devices are usually reliable, and any defect or fault that was present from the outset may not become apparent until after some use. Even the best products will eventually begin to fail due to wear and tear.
How long a particular product should last cannot be laid down by law because there are too many variables to consider, including the build quality, and how often and under what conditions it’s used. You could ask the seller for an estimate of its useful life at the time of purchase. Alternatively, you can obtain an expert’s view of the cause of any failure before you make your complaint.
In any case, if a product doesn’t live up to the three criteria above, your rights are against the retailer, not the manufacturer.
30-day return period: right to reject
You might be unfortunate enough to receive a faulty or non-working product, or simply decide you don’t want it. Your rights are not the same in both cases. The good news is that you are now entitled to an automatic refund if you return unused products to a retailer within 30 days.
The only exceptions are custom-made items, digital content which has been downloaded or the seal has been broken on a DVD, music or software. It doesn’t apply to perishable items, either, but of course, we’re mainly focused on tech products here.
Six months rule for faulty products
You should always return a defective product to the retailer, or wherever you bought it. Ideally the fault will appear in the first six months because the seller will need to prove that any faults that develop within the first six months are not due to a manufacturing problem.
If they can’t, they are obliged to give you a refund or a replacement. After six months, it’ll be down to you to prove a manufacturing fault is to blame.
Most tech kit will last longer than six months, and we’d expect a phone, laptopor tablet to last considerably longer. In our experience, frequently used laptops in the Tech Advisor office last around three years before some kind of failure.
This doesn’t mean that a retailer will repair or replace your laptop if it goes wrong after two years, though. A laptop that’s used only on a desk at home and never gets moved is likely to last a lot longer than one that’s taken on a daily commute and roughly handled.
Some retailers – notably John Lewis – offer a two-year warranty when the manufacturer provides only one, and this is a prime reason to buy from these retailers over others, even if the product costs a little more.
How to return products to a retailer
If you’re not satisfied with a purchase due to a defect or fault, you can ask the person or business that sold it to you to put things right. The seller can choose whether to repair or replace the item, but you must act within 30 days of the date of purchase. You are not obliged to demonstrate that the seller was responsible for the fault.
The 30 days starts from the date when you get the product (or the day it is delivered, if you ordered it in store).
If the fault occurs after 30 days but before six months, the seller has the option to replace or repair (so long as a repair does not take too long). If the repair or replacement fails, then you can ask for a refund or a partial refund if you want to keep the product.
However, you are entitled to a refund (either full or partial) if:
- the retailer cannot repair or replace the product
- he cost of repair or replacement is disproportionate to the value of the product
- a repair or replacement would be very inconvenient to you
- the repair would take an unreasonably long time
Note that this right to a reject products doesn’t apply to digital products such as games, music, apps, books etc. which you buy and download – unless they are defective or unfit for purpose. It’s down to the retailer to decide if you can cancel and have a refund. Amazon, for example, allows you to cancel ebook purchases if you act quickly.
Some retailers offer a return period longer than 30 days, but remember that the Consumer Rights Act applies only if the product does not match the description, is unfit for purpose or is not of satisfactory quality.
You have no legal right to return an item if you’ve simply changed your mind or your circumstances have changed. Don’t assume you can return clothing if it’s the wrong size, although the vast majority of stores will allow this.
In fact, most High Street retailers have a returns policy which allows you to take back an unwanted item for a refund or a credit note. Obviously, it must be unused and in perfect condition so can be re-sold. Certain products can only be returned for a refund if they’re unopened, although this doesn’t apply if they’re defective.
No retailer can be made to comply with this type of agreement unless their terms and conditions of sale, which you have accepted, specifically include the right to return unwanted products. You can either look on your receipt, on the retailer’s website, on a notice in-store, or you can call its customer service line to check the details of the policy.
How to return items bought online
Since 2014, the old Distance Selling Regulations have been replaced by the Consumer Contracts Regulations. These state that you have 14 days – not 30 – to decide whether or not to return a product. That’s two weeks from the date you received it, but you can cancel an order right from the moment you make it.
You then have a further 14 days to actually return the item to the retailer. You can expect to get a refund within 14 days of the retailer receiving the goods back, or within 14 days of your providing evidence of sending them back. The retailer doesn’t have to refund the cost of express shipping costs – only the basic postage cost.
The items don’t have to be faulty: it’s your right to cancel the sale for any reason. However, the retailer may not give you a full refund if the product’s value has been affected by you using it, scratching it or otherwise damaging it.
In essence, you can ‘handle” products just as you would in a shop, but no more than that.
As with buying from a physical shop, many online retailers will give you longer than the minimum 14 days to change your mind, so check the Ts & Cs to see if you have more time.
The regulations also cover undelivered products. They state that the seller must deliver the product to you within 30 days (unless otherwise agreed). If delivery is not made within a reasonable amount of time you can cancel and request a full refund.
With Christmas coming up, chances are you’ll give and receive gifts. That’s the good news. The bad news is that – as a recipient – it’s unlikely that you have any direct rights. These are held only by the buyer: the person who agrees the sale with the seller.
- Related: This year’s best Christmas adverts
If there’s a problem with the gift, ask the person who bought it for the original receipt, or request that they return the product.
If you ever buy something as a gift, you should ask the shop to provide a gift receipt. This means the rights will be transferred and the recipient can return it. If the person who bought your gift didn’t do this, they will probably have to return it themselves.
Some retailers offer an extended returns period to cover Christmas, so check this when you buy. If you’re buying early and the returns period will be up before your recipient has a chance to open and test the product, it’s a good idea to do that yourself. Better to have an open box and a working product than a pristine, sealed present with a defective product inside.
Of course, if the item is faulty, you can still return it after the standard returns period, but it’s still a good idea to do it quickly are you’re not automatically entitled to a refund after 30 days.
What if I bought the product on a credit card?
Buying on credit provides additional protection if a product is unsatisfactory. Note that this applies only if it was purchased using a credit card (Mastercard or Visa, for example), and not with a debit card (Electron, Switch/Maestro, Visa Debit, for example).
When you pay for an item costing between £100 and £30,000 on a credit card, your credit supplier is brought into the purchase contract: the bank pays the vendor, and you pay the bank. You have exactly the same rights against the credit provider as you do the product vendor, which means you can claim back your money through the bank if the supplier suddenly goes bust.
Buying on finance, whereby you get the product now and pay later, can provide similar protection. Your rights here are governed by the terms of the financial agreement you sign. Read the smallprint!
When should I claim on a warranty?
Most tech products come with a manufacturer’s warranty that provides a separate agreement between the manufacturer and the buyer. In the event of a manufacturing fault, the warranty will usually offer repair or replacement during a specified period from the date of purchase, although as we said above, if the fault becomes apparent within the first six months you can return it to the retailer for a full refund or replacement.
You rights under the warranty are dependent on the terms provided by the manufacturer, which can be as wide or restrictive as it likes. Some require the product to be returned to the seller; others may send pre-paid packaging or provide a telephone contact number to discuss your options.
All will require proof of purchase, so it’s important to keep your receipts – even if they’re sent via email.
Some companies require the item to be returned in its original packaging, so be sure to keep this for expensive purchases such as TVs, laptops and electric bikes if you have the space available.
It’s worth noting that although some manufacturers provide a two-year (or longer) warranty, the contract is often made with the original buyer only. If you’ve bought a product second-hand, it’s likely that you won’t be covered should anything go wrong – even if you have the receipt.
Read the warranty statement included with the product, and note that you may need to follow some conditions if you ever want to invoke it. Most request that the buyer registers the warranty with the manufacturer by returning a supplied form by post, or by providing their details online or over the phone. In return, some manufacturers extend the warranty period by six- or 12 months.
There may be other benefits, too. Some warranties will extend to any person in legal possession of the product, while others let you transfer the warranty to a new owner.
Where a product is still under warranty, it may be easier to claim under this than deal with the original seller. This will be your only option if the seller has gone bust and you didn’t purchase the product using a credit card, but it can also be useful if you live some distance from the shop or the seller is purposely being difficult.
Always check whether a warranty requires certain actions to remain valid. For example, you might need to service the product at stipulated intervals (more often applicable to cars, of course), or report a problem within a certain amount of time. Failure to follow all the conditions may invalidate the warranty.
What if my device fails outside the warranty?
A question we’re often asked is what you can do if a fault develops just outside the warranty period. The manufacturer has no obligation to help you out, but some will take pity on you so it’s worth making contact. Stay calm, and be polite and prepared to compromise.
There may be an unadvertised discretion available to customer-service employees to assist in certain circumstances. Some companies operate policies such as this to keep customers happy – if they refuse to help when your warranty expired only a few weeks ago, it’s unlikely you’ll buy a replacement product from the same manufacturer.
Even if your warranty has expired, you may still have a claim if you can prove that the fault occurred while the product was still under warranty or was due to a manufacturing flaw.
Extended warranties are a form of insurance and can be bought for one or more years’ cover. By paying the premium, you can rest assured in the knowledge that if something goes wrong you will get help in sorting it out.
Like all insurance products, the policy wordings and the cover provided will vary from company to company – you’ll need to carefully read all the policies before deciding which to take. All will have conditions with which you must comply, and exclusions that detail what is not covered. Batteries, for example, are consumables, so will typically not be covered.
Some extended warranties include accidental damage and breakdown, neither of which are likely to be found in a manufacturer’s warranty. Although you may have some cover from a home-insurance policy, bear in mind that a claim will increase your premium up when it’s time to renew.
Related articles for further reading:
- How to stay safe when shopping online
- How to avoid phishing scams
Your legal rights to a refund
You have 30 days to return faulty goods and receive a full refund. You're entitled to ask for a refund or price reduction after one failed attempt by the retailer to repair or replace a faulty item. Or you can request another repair or price reduction at no extra cost.
It depends on your reason. If an item is faulty or has broken - in other words, doesn't comply with the Sale of Goods Act - then the retailer has a duty to offer a refund, exchange or repair. But if you simply don't like the purchase, then that's not a good enough reason.
Satisfactory quality: The product shouldn't be damaged or faulty when you receive it. Fit for purpose: You should be able to use it for what the seller says it will do (its purpose), whether that's their statement when you buy it, or an answer to your question.
Consumers are protected by the Consumer Bill of Rights. The bill states that consumers have the right to be informed, the right to choose, the right to safety, the right to be heard, the right to have problems corrected, the right to consumer education, and the right to service.
- Make sure you have a clear refund policy. ...
- Respond to refund requests quickly. ...
- Keep your cool and stay professional. ...
- Explain your decision. ...
- Offer an alternative solution. ...
- Ask for some feedback.
- Consumer's rights to enforce terms about goods.
- Right to reject.
- Partial rejection of goods.
- Time limit for short-term right to reject.
- Right to repair or replacement.
- Right to price reduction or final right to reject.
A consumer is generally entitled to receive any refund in the form of their original payment. For example, if they paid for an item with a credit card, it is reasonable for the seller to give the consumer a credit card refund.
When you have a major problem with a product, you have the right to ask for a replacement or refund.
"The customer is always right" is a motto or slogan which exhorts service staff to give a high priority to customer satisfaction. It was popularised by pioneering and successful retailers such as Harry Gordon Selfridge, John Wanamaker and Marshall Field.
If I return goods do I have to accept a "credit note"? No. You can insist on the full repayment of your money. If you accept a credit note you may not be able to exchange it for cash later on if you cannot find anything else in the shop that you like.
- Name and contact information.
- Information about the seller and the type of product or service.
- A detailed description of your complaint.
- At the federal level, the Federal Trade Commission (FTC) is responsible for protecting consumer rights.
As consumers, it is you who demand and use the goods and services offered by various businesses. Hence, it is important that you assert and fulfill your rights to overcome unfair trade practices and avoid being easily exploited. This way, consumer protection does not remain as just word of mouth, but a reality.
- Right to safety.
- Right to choose.
- Right to be informed.
- Right to consumer education.
- Right to be heard.
- Right to Seek redressal.
- Consumer Protection Act.
How a charter of basic rights began. In 1962, then US President John F Kennedy declared four basic consumer rights – the right to safety; the right to be informed; the right to choose and the right to be heard.
- Step 1 – Read the Refund Policy.
- Step 2 – Find Your Receipt.
- Step 3 – Detail the Reasons for a Refund.
- Step 4 – Request Payment or Credit.
- Step 5 – Get Paid or Take Further Action.
- The customer bought the wrong item or changed their mind once they received it. ...
- The merchant shipped the wrong item. ...
- Purchase arrived too late or the customer doesn't need it anymore. ...
- "Wardrobing." ...
- The product was damaged or defective.
Right to Safety: This is the first and the most important of the Consumer Rights. They should be protected against the product that hampers their safety. The protection must be against any product which could be hazardous to their health – Mental, Physical or many of the other factors.
The right to an adequate standard of living requires, at a minimum, that everyone shall enjoy the necessary subsistence rights: adequate food and nutrition, clothing, housing and the necessary conditions of care when required.
If the item is faulty or not fit for purpose you have the right to reject or return the goods and demand a refund, a repair or a replacement. You must inform the seller within 30 days of receiving it if you decide to reject the goods and have a refund.
Refund abuse (aka. returns abuse) occurs when a customer uses the returns policy of a merchant so much that it becomes unprofitable. Customers may also abuse refunds by faking returns/receipts, or reselling merchandise.
Is “Return Fraud” a Crime in California? Return fraud can lead to theft charges. Return fraud is activity which can lead to the filing of theft or shoplifting charges in California. The most common return fraud schemes involve the return of stolen or altered merchandise for cash or store credit.
- Focus On Emotional Intelligence And Empathy. ...
- Walk Away If The Customer Doesn't Hold Up Their End Of The Agreement. ...
- Refer Back To Your Mission Statement. ...
- Offer A Compromise That Satisfies The Customer's Beliefs.
Aside from that, saying the customer is always right doesn't make it true. Sometimes customers are wrong, and employees need to be trained to handle these sticky situations. Taking ownership of an issue the business isn't accountable for can lead to even more unrealistic expectations and set your team up for failure.
What is great customer service? Great customer service means following best practices like valuing customers' time, having a pleasant attitude, and providing knowledgeable and resourceful resources, but that you also take things a step further to exceed — rather than just meet — expectations.
If asking the merchant for a refund didn't work, request a chargeback with your credit card issuer. Many card issuers let you dispute transactions by phone, mail or online. You may also be able to submit a dispute directly through your card issuer's mobile app.
Consumer rights are violated when a seller or a trader engages in unfair trade practices or misleading advertisements or is not ready to refund the customer for a defective product.
15 things you should never do with customers
- Be late. ...
- Make excuses. ...
- Be unprepared. ...
- Insult the competition. ...
- Look at your smartphone. ...
- Alienate people. ...
- Skydive. ...
- Complain or gossip.
Thus, in addition to the provisions of the FCCPA, there are: (i) the FCCPC (Sales Promotion) Registration Regulations, 2005; (ii) the FCCPC Guidelines for Sales Promotion Registration; (iii) the FCCPC Business Guidance Relating to COVID-19 on Business Co-Operation/Collaboration and Certain Consumer Rights Under the ...
You can get a full refund within 30 days. This is a nice new addition to our statutory rights. The Consumer Rights Act 2015 changed our right to reject something faulty, and be entitled to a full refund in most cases, from a reasonable time to a fixed period (in most cases) of 30 days.
False refunds are when no actual return of goods or pricing adjustments are made —they are merely recorded. This allows cash to be taken from the register while the cash still balances to the register records. Instead of cash, refunds can be made to the fraudster's credit card or an accomplice's card.
A business can refuse to give you a free repair, replacement or refund if: you simply changed your mind. you misused the product or service in a way that contributed to the problem. you asked for a service to be done in a certain way against the advice of the business, or were unclear about what you wanted.
Reasons customers ask for their money back include: The customer is dissatisfied with the product or service. The product or service they purchased is defective. The customer did not receive their product or service on time.
In the U.S., there's no federal law that says merchants have to accept returns. However, retailers are required to provide a repair, exchange, or refund if a product is defective. And under the FTC's “cooling off” rule, you have the right to cancel some sales within three days of the purchase and get a full refund.
When you need a credit card refund, the best place to start is the place you made your purchase. You can contact the merchant and explain your situation. If the merchant agrees to the refund, you'll get a credit to your account. It might take some time for the credit to show up on your account.