All you need to know about your shopping rights

Some shops are fantastic, but many big brands seem to be going out of their way to ignore the law. So this week, I’m spelling out your legal rights in black and white terms. If that retailer isn’t listening to you, then send them this article so they know you mean business!

Two laws: loads of rights

The Consumer Rights Act and the Consumer Contract Regulations are the laws that protect our rights when we shop.

The rules can sometimes be a little tricky to absorb, so I’ve come up with a simple way to help you remember them: the LOST rules!

• Last: Goods and services must last a ‘reasonable’ amount of time.
• Operates: The goods and services must work, or as the law says, ‘fit for purpose’.
• Satisfactory: The goods and services must be of ‘satisfactory quality’.
• True: The goods and services must be ‘as described’. The way they are advertised and sold must be accurate.

Here’s what the rules mean in practice

• Of satisfactory quality: The retailer must not misrepresent how well the goods have been made, the goods should do what they are supposed to do effectively – and if it’s a service it should be provided as advertised in full.
• As described: The goods or service should be as the retailer said it would be. So if you buy a black leather sofa, it should match the colour, fabric and description given by the retailer.
• Fit for purpose: You should be able to use the goods or services for the purpose they were supplied for. So if you buy a smart television that is compatible with all broadband systems, it should do its job as a television and should connect to broadband without a problem.
• The law also says that they must last ‘a reasonable amount of time’

Timescales and your rights

There are a few timescales for complaining and returning goods. I’ve got a way for you to remember them too: My 14/30/6 rules!

• You have 14 days to change your mind when you buy most goods online.
• You have 30 days to report faulty or misrepresented goods and get a full refund.
• For faults within 6 months, the retailer gets one chance to repair or replace the item, then it’s a refund.

Here’s how the rules work in practice

• When you buy most goods or services online, then you usually have a 14 day ‘right to cancel’ period if you change your mind. There are a few exceptions, with travel, gig tickets and renting property the big ones.
• No matter where you bought the goods or services, you are entitled to a full refund if what you have purchased online or in store is damaged, faulty, not as advertised or not fit for purpose within 30 days of the item arriving.
• Even over the six months, goods must last ‘a reasonable amount of time’ so you can still ask for a full or partial refund, or repairs and replacements, though the responsibility switches to you to prove that you haven’t broken the goods.

Returns and costs

If items are misrepresented or don’t work the retailer must cover the costs for returning the item. Once it’s back, they have 14 days to refund you from the point they receive the goods (or cancel if the goods are digital). That includes delivery costs for returning the item, though they only have to pay the cheapest option available, so you might end up covering the difference.

What if I’ve changed my mind?

If you’re shopping on the high street, retailers will generally offer a credit note to spend in store or a refund if the item hasn’t been damaged or taken out of its packaging. It pays to check the returns policies online before you shop though.

Martyn James is a leading consumer rights campaigner, TV and radio broadcaster and journalist. For more from Martyn, click on this link.