Shop smart and stay safe

Know your consumer rights and stay safe

Shop smart group imageProduct safety might not be your top priority when you’re shopping, but it’s important to know what to look out for, and what to do if something goes wrong.

We’ve pulled together this quick and easy guide full of safety tips to help you shop smart and keep everyone safe.

Things to consider when buying and using products

Whether you’re buying a product   

  • brand new, or second-hand,
  • online, or in a shop,
  • from a business, or a private seller,

it’s important to shop smart and stay safe.

Do your research:

Think carefully about who and where you are buying from.

  • Check who the seller is before you buy. Do they have a trading address?
  • Are they based in the UK? If you buy from a seller based outside the UK the product may not be made in accordance with UK safety laws.
  • Buy from trusted sellers. Be wary of sites offering big discounts. If it looks too good to be true, it probably is.
  • Read reviews from different sites.
  • Can you inspect the item before you buy? (see Stay safe for what to look for)
  • If you’re buying from a private seller, the principle of ‘buyer beware’ applies.

Stay safe

Take a minute to look over any product you’ve bought.

  • Does it have safety markings? Check for safety markings on toys, electrical goods and protective gear. A CE mark or UKCA mark indicates compliance with safety standards.
  • Are the instructions clear?
  • Do you have the name and address of the manufacturer?

If not, these can be warning signs. Be cautious about using the product.

Remember there’s no legal requirement for online marketplaces to check the  safety of products third party sellers post on their platforms.

Other things you can do to stay safe

Toys: If the item is a toy check for faults, detachable small parts, batteries or magnets, before giving it to a child. 

Electrical goods: Read and follow the instructions to reduce risks.

Be careful when buying second-hand. If the instructions are missing, they may be available on the manufacturer’s website.

Register your product: This enables manufacturers to inform you directly about any safety recalls or issues. You can register second-hand products too.

Report unsafe products: If you think a product is unsafe and could harm people, you should report your concerns. Contact the Citizens Advice consumer helpline.

 

Know Your rights:

If something’s gone wrong with an item you’ve bought, you might be entitled to a refund, repair or replacement. Your rights will differ        depending on whether you bought the product from a retailer, or a private seller.

When buying from a retailer you’ll have legal rights if the item you bought is:

  • broken or damaged,
  • unusable,
  • not what was advertised or doesn’t match the seller’s description.

When buying things second-hand from a private seller on places like eBay, the item  still has to match the description given, but you won’t be entitled to anything just because the item is faulty, or the seller didn’t mention something in the advert. Be careful when buying from private sellers   as consumer protections are limited.

If you need more help contact the Citizens Advice consumer service.

Choose wisely, buy with confidence

To shop smart, remember to:  

  • Do your research,
  • Stay safe, and
  • Know your rights.   

 

Where to get further information

Citizens Advice consumer service

Contact the Citizens Advice consumer service if you need more help with a consumer problem. They can help with free, impartial consumer advice for issues like broken or faulty goods, or reporting a business you are concerned about to Trading Standards.

Call 0808 223 1133                                    

Lines are open Monday to Friday, 9am to 5pm. Closed on bank holidays.

Relay UK - if you can't hear or speak on the phone, you can type what you want to say: 18001 then 0808 223 1133.

https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/

 

Office for Product Safety and Standards provide more product safety information when you are buying products                                

www.gov.uk/guidance/consumer-product-safety-advice-for-staying-safe

 

The British Toy and Hobby Association provide more detailed information on purchasing toys safely https://www.btha.co.uk/

 

Download this information in your free, to keep handy checklist:

Shop smart - Know your consumer rights and stay safe leaflet and checklist
 

 Published January 2025

Advice on consumer issues

Citizens Advice also has a consumer helpline.

Our consumer service provides advice on issues around buying goods or services. This includes being treated unfairly by a trader, receiving a poor service or you may want to switch energy suppliers or cancel a contract.

How to contact the consumer service External link

More resources

We can also point you in the right direction to further information and resources.
Get links to other useful websites and online resources

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