Have you ever been refused a refund on faulty or unwanted items? If so, read on.

Your Consumer Rights protect you when you buy goods or services.

The new Consumer Rights Act that came into force on 1st October 2015 gives shoppers even more power than before, especially in the digital age. Here is what you need to know.

As a shopper the new Act gives you much greater protection. Extra detail has been added, giving much needed clarification in areas like digital buys, and how long a Consumer has to return an order.

Digital Purchases

Consumers have enhanced rights on their digital buys, like online games and in-app purchases. If the digital content is faulty, they are entitled to free repair or replacement. If a bought Download has failed to download, service providers have to give a refund.

In Store Purchases

Previously Consumers had to return an item “within a reasonable amount of time”, no specific number of days was given. This has now changed, shoppers have 30 days period to return faulty goods and get a full refund.

Buying Services

Consumers have right to demand price reduction if the work is substandard, or request the work to be redone.

Online Purchases

There is 14 days’ grace period after receiving the order or signing up to a service, to change your mind and cancel for any reason, when an item is purchased online or over the phone. You will need to notify the retailer in writing within the 14 days. The retailer is then obliged to give a full refund upon receipt of returned goods. 

There are notable exceptions though, like items that come sealed and have been opened (such as DVDs, CDs, Computer Games), perishable items (fresh food, flowers), personalised and made to specification items, event tickets, Newspapers, magazines, or periodicals.

If an item purchased online turns out to be faulty, you are protected by the same rights that apply to in store purchases. In addition, the retailer is also responsible for covering the cost of returns.

Returning an unwanted item

Consumers are not automatically entitled to a refund just because they have changed their mind about a purchase. It is down to the goodwill and customer services policy of the retailer. It is important to check a retailer’s refund policy before buying from them.

A word on Warranty

Any warranty on a product is in addition to your statuary rights with the retailer. Retailer should be first port of call if a product turns out to be faulty within 30 days of purchase.