Homepage > Money > Consumer Rights
- What is Consumer Rights?
- Who is protected by Consumer Rights?
- What is excluded from Consumer Rights?
- What are you entitled to ask for?
- Second hand items
- Internet shopping
Consumer Rights means that you have the right to complain about faulty goods or services. The Sale of Goods Act 1979 ensures says that goods must be:
- of a satisfactory quality
- safe
- fit for the purpose for which you are buying them
- as they are described by the seller, or on the label or sign
- undamaged unless pointed out by the seller at the time you bought the item
Who is protected by Consumer Rights?
Everyone in the UK is protected by Consumer Rights, regardless of their age but this only applies if you buy your goods or services from a UK-based company.
What is excluded from Consumer Rights?
You won't be entitled to your money back if you:
- examined the goods when you bought them and saw the fault
- were told about the fault
- changed your mind (some companies may give you a refund if re-sell-able)
- did the damage yourself
What are you entitled to ask for?
When you buy a product that is faulty at the time of sale then you are legally entitled to request one of the following:
- A full refund
- Free repair
- Replacement
- A reduction in price
When you buy second-hand or sale items you still have rights. Sale goods can be sold with a defect. As long as you were told this, you can't ask for a refund. If you buy second hand goods you have the same rights as when buying new goods, unless the fault is obvious or is pointed out at the time.
If you're buying over the internet you are covered by the same right as if you were shopping in town, as long as you buy from UK-based companies, then you are covered by the UK consumer laws. That's an important point to remember when you're using Ebay.
Office of Fair Trading
Advice and helpful resources for consumers
Watchdog
The BBC's Watchdog allows you to complain online about any problems you've had and tells you about the latest scams.
Consumer Direct
Consumer Direct offer fact sheets on your rights as a consumer.
Trading Standards
Information for consumers including advice leaflets and quizzes.
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