Frequently Asked Questions - Is the customer always right?

The goods are faulty, I don't need a receipt - Yes
It is enough that the customer can show they bought the goods from you.

I've changed my mind, you must give me my money back - No
The customer only has rights if the goods are faulty or misdescribed.

I don't have to accept a credit note for faulty goods - Yes
The customer has a right to a refund or repair. They may choose to accept a credit note if they want to buy other goods from you.

I've got a credit note but I can't find anything else I want, you must give me a refund - No
The customer has no rights to a refund once they have accepted a credit note.

The goods are faulty, I don't want to choose something else, I want a refund - Yes
Where the customer has a right to a refund, they need only accept a replacement if that's what they want.

It doesn't matter that there isn't a guarantee or warranty. My rights are with you - Yes
The law gives the customer rights against the seller over and above any guarantee.

I don't need to pay extra for an extended warranty - Yes
The customer already has rights against you in law for faulty goods. They can decide if they wish to buy any additional cover.

You cannot put up a notice saying No Refunds - Yes
These notices are illegal and you cannot take away the customer's rights.

It doesn't fit, I am entitled to a refund - No
The customer only has rights if the goods are faulty or misdescribed.

I couldn't try it on, you don't have any changing rooms. I am entitled to a refund - No
Shops don't have to have fitting rooms. It is up to the customer to buy clothes that fit.

Even though the goods are secondhand I still have rights - Yes
Secondhand goods must be in a reasonable condition for their age and price.

I don't have to deal with the manufacturer over faulty goods - Yes
You as the retailer are responsible.

I don't lose my rights 14 days after purchase - Yes
The customer must complain as soon as they discover a fault, but there is no fixed time limit.

This was bought as a present for me but I still have the same rights - No
Although most reputable traders will deal with gifts, it is only the person who bought the goods who has the right to complain.

It is marked at that price and you must sell it to me at that price - No
You must not mislead customers about the price, but you can accept or refuse any offer to buy your goods or services.

It doesn't matter that I bought them in a sale. I still have rights - Yes
The same rules apply equally to sale and non-sale goods.

I am entitled to claim compensation from you for the clothes damaged by the faulty washing machine - Yes
If faulty goods cause damage to other goods, the customer can claim compensation.

I don't have to pay for the repair even if the fault is due to fair wear and tear - No
You are not liable in this case. Fair wear and tear is not a fault.

Although it was sold as a second it should still work and do its job properly. These faults were not pointed out to me at the time - Yes
The customer cannot complain about faults that were pointed out at the time of sale, but still has rights if other faults become apparent after purchase.