Allow
More info
Log an enquiry online
You can now log an enquiry with the Citizens Advice Bureau, who now operate the consumer advice service.
Your consumer rights
When you buy an item from a trader (e.g. a shop or online shop) the law says the item must be:
- Of satisfactory quality
- Fit for purpose
- Match the description on packaging or what the trader told you
If an item doesn't meet any of these rights, it is faulty and you will usually have the right to a Repair, replacement or a refund.
If the trader makes a fault known to you and you buy the item, you can't return it unless you discover a different fault.
You have fewer rights if you buy your item from a private seller, e.g. in an online auction or from a newspaper advert. The items only have to match the description given by the seller and be theirs to sell.
Returning items to a shop
You will need some 'proof of purchase' to return faulty items to a shop such as:
- A receipt
- A bank statement
- The shop's packaging
- A witness (someone who saw you buy it)
If there is nothing wrong with the item, you don't have the legal right to return it. Some shops may let you return the item if you provide the proof of purchase that the shop wants, e.g. a receipt. Check the shop's returns policy before you buy.
Your right to change your mind
You usually have seven working days to cancel your order and ask for your money back if you buy something:
- Online
- Over the phone
- By mail order (e.g. from a catalogue)
- On your doorstep (e.g. when a salesman visits your home)
You don't have this right if your item is:
- Made to order
- Is perishable
- A newspaper or magazine
- A financial product (e.g. a loan)
- A CD, DVD or computer software where the security seal has been broken
If an item isn't delivered on time
If you buy something online, over the phone or by mail order, you have the right to cancel the order and get your money back:
- When an item doesn't arrive on the given delivery date
- Where no delivery date is given and the item doesn't arrive 30 days after placing your order
These rights only apply if you buy from a trader based in the European Union (EU). If the trader is based outside of the EU, you will need to check with the trader to see which country's law applies.
How you paid
If you paid for something costing between £100 and £30,000 using a credit card or credit agreement, you can make a claim from your finance company. If you have paid using a different type of card, contact the issuer of the card as you may be able to make a claim through them.
Pricing and your rights
The price of any item you buy should be clearly priced. If an item has been wrongly priced by mistake, you don't have the right to buy it at that price. For example if a coat is priced at £29, but is actually £299 when you get to the till.
If you are unhappy with the correct price, you don't have to buy the item.
Related Websites
Consumer Direct
Contact Consumer Direct
- Tel: 08454 04 05 06
- Email: enquiries@consumerdirect-southwest.gov.uk
- Fax: N/A
