If you don’t know your basic statutory rights for shopping just about anywhere in the UK then now is the time to learn! Statutory rights are laws that shops simply cannot change, giving consumers fair treatment and the power to react to faulty or unreasonable purchases.
The sale of goods is subject to the inclusion of consumers’ statutory rights. Any attempt to mislead or ‘dupe’ buyers into purchasing a product or service that is not as described is in fact illegal.
Always take faulty items back as quickly as possible
In the event that you purchase an item that is faulty and therefore not fit for purpose, you must endeavour to return it as quickly as possible. Within the first four weeks of purchase consumers can generally receive a full refund. Any time beyond this period then you are likely to enter the realms of exchange, part-refunds and item repairs.
Always beware of companies who attempt to fob off unsatisfied customers by refusing to admit responsibility for the poor quality of their products, asking consumers to contact manufacturers instead. However, all you need to know is that whatever the product the retailer has a legal obligation to put things right.
Online shopping offers even more consumer rights
Don’t be fooled into thinking online shopping is not covered by statutory rights for consumers. Indeed the Distance Selling Regulations give online shoppers even more protection with the ability to send the majority of goods back to the retailer within a week of purchase, receiving a full refund in the process – regardless whether there is a fault.
Consider using a credit card for hefty purchases
If your potential purchases amount to more than £100 it is highly recommended that you pay using a credit card. The reasoning behind this is that purchases over £100 are mutually liable with the retailer and your credit card company. Section 75 offers fantastic legal protection for items costing from £100 to £30,000 if something goes wrong.
The Goods and Services Act 1982
Whether you are eating out at a posh restaurant, taking a short train journey or dealing with your personal banking, the Goods and Services Act 1982 provides protection for consumers when anything goes wrong. The law demands that any service offered across the UK should be carried out with reasonable care and skills, within a reasonable time and at a reasonable cost. If you feel at any time you have paid an unreasonable price or suffered inconvenience with delays to your service you have the power to take action.
How to enforce the law
Your first port of call should always be with the retailer or shop in which you purchased your faulty item. It is not beyond the realms of possibility that the retailer will back down and follow their end of the bargain with a swift resolution of a refund or replacement. However, should you encounter a customer service adviser with little knowledge of a consumer’s statutory rights it is important to state that you understand your rights and the laws surrounding your purchase.
Consequently you may need to discuss the issue with a more senior staff supervisor to secure a resolution. But before you storm into the store you must ensure that you understand your rights, know your required resolution and act cool and rationally to get the best results.