Frequently Asked Questions

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

I've changed my mind, I'm entitled to a refund- No
You only have rights if the goods are faulty or misdescribed.

I don't have to accept a credit note for faulty goods - Yes
You have a right to a refund or repair. You may choose to accept a credit note if you want to buy other goods from the shop.

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

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

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

I don't need to pay extra for an extended warranty - Yes
You already have rights against the shop in law for faulty goods. You can decide if you wish to buy any additional cover.

You cannot put up a notice saying No Refunds - Yes
These notices are illegal and cannot take away your rights.

It doesn't fit, I am entitled to a refund - No
You only have rights if the goods are faulty, not fit for their purpose 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 you 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
The retailer is responsible.

I don't lose my rights 14 days after purchase - Yes
You must complain as soon as you 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
Retailers must not mislead customers about the price, but they can accept or refuse any offer to buy their 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, you can claim compensation.

I don't have to pay for the repair even if the fault is due to fair wear and tear - No
The retailer is 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
You cannot complain about faults that were pointed out at the time of sale, but you still have rights if other faults become apparent after purchase.