Shop Aware - Know Your Rights

 

As part of our annual awareness campaign we’re encouraging consumers to know their rights when shopping, including what to do if you run into issues after purchasing, have complaints around defective goods or substandard services, and when sellers fail to deliver.

 

With budgets already stretched, none of us want to waste precious time or money on retail issues that could easily be avoided. 

 

That’s why we’re dedicated to giving you, the consumers, the knowledge you need to stay savvy when shopping on the highstreet or online. 

 

 

With the key shopping times of Christmas and the January sales, we’re sharing our top tips and advice on what to do if things go wrong, or if something you ordered didn’t arrive, as well as how to return faulty goods and how to shop safely and stay aware of scams. 

 

• It’s the seller’s responsibility to make sure the item is delivered to you. Check the delivery address you gave the seller and contact them to ask where your order is. 
• If the seller claims they've delivered it or don't know where it is, you can ask for a redelivery. You might be able to get a refund in some circumstances.

• If something’s gone wrong with an item you’ve bought, you might be entitled to a refund, repair or replacement. You’ll have legal rights if the item you bought is:
  • broken or damaged ('not of satisfactory quality')
  • unusable (‘not fit for purpose’)
  • not what was advertised or doesn’t match the seller’s description"

• If you buy in store, you don’t have a legal right to return goods if you’ve simply changed your mind. Lots of shops have their own policies and do allow this, but time limits can vary.
• If you buy online you usually get a right to cancel, known as a cooling off period, but there are exemptions including bespoke or personalised goods, and computer software where the seal is broken.

• Pay by card so you have another form of protection if there’s a problem. The other way would be by making a chargeback or section 75 claim to your card provider. 
• Be cautious if you’re asked to pay in an unusual way such as in iTunes vouchers, crypto currency or via bank transfer as this could be the sign of a scam. 

• Get proof of your return - a receipt from a shop or proof of postage. If you pay for return postage check the service you use covers the value of the goods.
• Using a service that includes tracking means you can prove when a trader received your return. 

 

Read reviews on different websites, make sure you’re buying from a retailer’s official website and don’t be pressured by cold callers or door-sellers offering deals.

 

Don’t send bank transfers - pay by card to get extra protection and confirm the sellers return policy as well as who will pay for returning unwanted goods. 

 

For more support visit citizensadvice.org.uk/consumer, or contact the Citizens Advice consumer service on 0808 223 1133.

Download our 'Make sure the seller delivers' leaflet to have all our advice and tips on how to shop confidently handy in one place

 

 

 

First published 26 January 2024, as part of Consumer Awareness Week 2024 (29 January - 4 February 2024)

• Raise awareness and understanding with consumers on how to shop wisely, what to look out for, and what to do if things go wrong.
• Educate consumers on their rights, particularly when shopping from online marketplaces. 
• Empower consumers to seek a remedy if things go wrong.
• Raise awareness of where consumers can go if they need more advice and help with an issue.