In 2015, the Consumer Rights Act came into force, aiming to make it easier for both businesses and consumers to get their heads around. In short, the Act covers the following areas that could impact you.
What does the Consumer Rights Act cover?
- Purchase of a faulty product.
- Purchase of faulty digital content – this includes purchases like e-books, films and online games.
- Purchase of a service that is not up to standard, or has not been undertaken with reasonable care and skill.
- Unfair contract terms.
- Providing more flexibility to Trading Standards to help them deal with consumer law breaches
What does this mean?
- If you’ve been affected by any of the above, you have the right to demand a refund or a replacement product within 30 days of purchasing.
- After this 30 day period, you are no longer entitled to a full refund, however, you are still entitled to repair and replacement.
However, faulty sale items can only be returned if the damage wasn’t brought to your attention before you made the purchase.
If my product isn’t faulty, but I change my mind about my purchase, what can I do?
- The same rules surrounding refunding items apply to sale items.
- If you change your mind about a product you purchased, it is dependent on the returns conditions of the business you purchased your product from as to whether or not you can return or replace your purchase.
- The Consumer Rights Act doesn’t cover returning an adequate product because you have changed your mind.
Perishable goods, custom-made items, and CD/DVDs with broken seals are unlikely to be allowed returns.
If I experience a Consumer Rights issue, what should I do?
- Visit the Citizens Advice website for FAQs here.
- To speak to an adviser, call the Citizens Advice consumer helpline: 03454 040 506
- For a Welsh speaking adviser, call: 0354 040 505
- Helplines are open Monday to Friday, 9am – 5pm
- If you need help or advice with a consumer rights issue, speak to Claire Bond from the Churchers team. Call on: 02392 820 747 or email firstname.lastname@example.org