10 Refund Rights For Shoppers
We tell you about some of your most important rights about returning goods for a refund or replacement.
My ma's often saying how consumers should know their rights, and I was reminded of this again recently when I bought a new USB pen that broke straight away, having been made from some sort of flimsy material.So, here are the top ten rights that I can think of:1. The condition of the goodsThe goods must be fault-free, damage-free and fit for purpose. To borrow an example from former Fool writer Jane Mack, if you're sold a '100% cotton' shirt, it shouldn't turn out to be 50% polyester. USB pens shouldn't be made out of material that seems to be 50% polyester either, I should think!If they're not up to standard, you can return them.2. Whose responsibility is it?If goods are faulty or not fit for purpose then it's the retailers responsibility, not the manufacturer's. Don't let them play pass the parcel with you.3. Proof of purchaseYou're entitled to a refund without a receipt, although the retailer can still require alternative proof of purchase, such as a bank statement or credit-card bill.4. I'm sure smoke wasn't coming out of this when I bought it...If the purchase falls apart, blows up or breaks more quickly than you could reasonably expect, you should be entitled to a refund or replacement. Let the retailer know as soon as possible, preferably in writing or by email, as well as over the phone.5. Returning bulky goodsIf you need to return a bulky item, e.g. a fridge, the seller should collect it.6. Get extra protectionConsider using your credit-card for purchases that cost £100 to £30,000, because you get better protection. Your credit-card provider shares responsibility with the seller for faulty or damaged goods, or if the goods don't turn up. So you can ask your credit-card provider to refund your card if your seller is being pig-headed or elusive.Also, if you use your credit card to pay a deposit of less than £100, but the goods were worth £100 - £30,000, you have the same rights to recover the deposit through the card provider.Finally, you are protected from fraud. Your liability is just £50; the rest must be dealt with by the credit-card provider.7. Changing your mindIf you order something online, through the post or over the telephone, you are entitled to cancel your order, for any reason, within seven days of receipt of the item, and return it for a refund. To do this, you write back to the seller within the seven days (this can be by email), and return the goods to them within 21 days.If the goods were faulty, damaged, not fit for purpose, or delivered in error then the seller should pay for the return costs. If they weren't, you will have to pay for returning the goods, but only if the seller made clear in its terms and conditions that you would pay for their return.When you don't have to pay, what often happens in practice is that you need to pay for the return first and then get a refund from the seller. However, make sure you contact the seller first and discuss it with them. Always put everything that you agree in writing too.There are exceptions to this right-to-a-refund-within-seven-days rule:If the item is custom-made then this rule doesn't apply. (Optional extras don't usually count as custom-made though.)If you've 'broken the seal' on audio or video recordings, e.g. on a DVD box.If the price is dependent on fluctuations in the financial market, which are beyond the control of the seller.If the item will expire rapidly.If the item is a newspaper, magazine or periodical.If you bought your goods in a store or similar (as opposed to phone/Internet/post), the seller is not obliged to refund you or replace your purchase where you've simply changed your mind. So the seven-day rule does not apply.8. Returning goods bought in a saleYour rights to return faulty or damaged goods, or goods not fit for purpose, are still the same even if you bought during a sale.9. Proving the goods are faulty or damagedYou don't have to prove the item is faulty when you return it for that reason. Provided you return it within six months, the onus is on the seller to prove that the goods aren't faulty.10. Ugly extended warrantiesYou can often buy an extension to your basic rights, but The Motley Fool considers these to be vastly over-priced on the whole, especially considering the significant legal rights you have. See point six of this article for more.Note that the above guidance is for goods and not services, although your rights are similar for both.> Get better protected! Compare credit-cards and use one to pay for purchases over £100. Just remember to pay off the bill!