Advice to Consumers info
Frequently asked questions:
Do I have the same rights if I buy
something in the sales?
Yes. If something is faulty,
miss-described or not fit for purpose then it doesn’t matter if it
was full price or in the sale – you are entitled to your money
back. However, it is up to an individual retailer whether they want
to take back an item because you have changed your mind.
What about unwanted gifts?
Again, it is up to the individual store
whether they want to take back unwanted gifts. You should check
with the retailer when you buy the gift and consider asking for a
Do I have any rights if I buy from the
Yes. You actually have
additional rights when you buy a gift from an internet retailer.
You have a ‘cooling off’ period of seven days, unless the gift is
custom made, during which any order can be cancelled or returned
without any reason being given and they must give you a full
If my new gadget breaks on Boxing Day
who should give me a refund – the manufacturer or the
When you buy something your contract is with
the retailer and not the manufacturer – therefore if the goods are
not up to scratch then it is the retailer, and not the
manufacturer, who should give you a refund or replacement or repair
the item concerned.
What protection is there for credit card purchases?
If you use a credit card to buy goods or
services costing over £100 and up to £30,000, you may be protected
under the Consumer Credit Act. This states that the credit card
company is equally liable for any breach of contract, so if a
problem arises you can claim from the trader or the credit card
How can I find out more about my rights?
If you’ve paid for something and you’re not
happy, establishing your rights is the first step towards claiming
the refund, repair or replacement you may be entitled to. Consumer
Direct is a government-funded advice service for consumers and
should be your first port of call for practical help with how to
To contact Consumer Direct, please call on
08454 04 05 06
(Minicom users should call 08451 28 13
A wide range of consumer information and
advice is also available online from the Consumer Direct website at
Citzens Advice Consumer Service
The advice and information they give is free
and you can call as many times as you need to. Telephone calls are
charged for via the 0845 number, which will cost no more than 4p
per minute for BT customers (other networks may vary).