Trading standards say - know your new rights

Consumers are being urged to get to grips with new rights which have just come into force.

Trading standards officers at Bury Council are advising residents and businesses about the changes which will benefit shoppers all year round, not just when buying presents in the run-up to Christmas.

Angela Lomax, head of trading standards and licensing, said: “Taking a responsible and proactive approach can help avoid difficulties further down the line, which is better for the business and the customer.

“Businesses that understand their customers’ rights can also expect repeated and trouble-free custom from them.”

She added: “Consumers who know their rights shop with confidence, saving time and money, which is good for all concerned.

“People should consider their rights whenever they make a purchase but they may wish to take extra care at Christmas.

“Nobody wants to give or receive a defective product but it is important to know how to resolve any issues, should they arise.”

Trading standards' advice about the key changes:

New consumer protection measures - including longer refund rights

For the first time anyone who buys faulty goods will be entitled to a full refund for up to 30 days after the purchase. Previously consumers were only entitled to refunds for a "reasonable time".

There will also be new protection for people who buy digital content, such as ebooks or online films and music.

Your new consumer rights explained

When am I entitled to a refund?

If the goods are faulty, and you bought them from a UK-based retailer, you are entitled to ask for them to be repaired - or to get a full refund. The Act says you can now get that refund up to 30 days from purchase. The money must be returned to you within 14 days.

What if I bought the product more than a month ago?

Even if you bought the product more than 30 days ago, you are still entitled to a repair or a replacement. The retailer has one chance to make the repair. If you are still unhappy, you have a right to a refund.

This right extends to six months after the purchase.

What if I bought something more than six months ago?

Even after six months, you still have a right to ask for a repair or a replacement. But the retailer now has a right to deduct some money for the use you have had out of the goods. If the product is a car, the retailer can deduct money after just a month.

In the longer term there are still protections, but they depend on the kind of product, and the price paid. These protections extend for up to six years in England and Wales, and five years in Scotland.

Am I entitled to a refund if I have changed my mind?

No. The goods have to be faulty. Many retailers do allow you to change your mind, and will exchange goods if they are in good condition. But this is down to individual shops, and they are not forced to do so by the law.

Am I covered for buying goods online?

In most cases, buying goods on line is covered by different legislation, which provides further protection over and above the Consumer Rights Act. But for the first time, digital goods like downloads, films, games, music and ebooks are covered by the legislation.

However, if the downloads will not play on your computer or mobile device, you will be entitled to a replacement, but not a refund. This is because of the difficulty of proving that a download does not work. However, the retailer may, in some circumstances, offer a partial refund. They may also stipulate that you need to have certain software to play the film or music.

If you download something which carries a virus, and you need to get your computer repaired as a result, you are entitled to compensation.

What if I buy something second-hand, such as from an auction site?

The Act covers second-hand goods, where they are bought from a retailer, not an individual. On a site like Ebay, it would be the individual business that would be liable, rather than the website itself.

Second-hand goods bought on the High Street are also covered, but refunds would reflect the lower value of the product.

What if I am unhappy with a service?

The Act covers all services - from washing machine repairs to facial treatments. The Act says that such services must be delivered "with reasonable care", after consultation with the consumer. If you are unhappy with the service you have received, you can ask the provider to put it right, or give you a refund if you prefer.

Residents who believe that a trader is not complying with the law should report it to Citizens Advice consumer service on 03454-040-506 for investigation by Trading Standards.

ENDS

Press release issued: 4 November 2015.