TAKE IT BACK
What are your rights when you have given or received a Christmas present
that just doesn’t quite cut the mustard?
If it was bought in a shop or market – anywhere face to face – you can
only demand your money back if it the item is faulty or not as it was described.
So a kettle that doesn’t work or a blouse labelled size 10 that is clearly size
22 can be taken back for a full refund, even if it was in the sale and marked no
returns. Many shops will simply offer to exchange it or say it is the
manufacturer’s problem. Remember, you have the right to a refund. Insist and
report traders who refuse to the local trading standards office.
But you cannot ask for your money back just because an item doesn’t suit
you or you’ve got two already Of course, most shops will allow you to return
goods you don’t like and get if not a refund then certainly a credit note or
other goods to the value. But do it quickly and of course keep them in perfect
condition ith boxes and labels and you will usually need the receipt.
If the item was bought online within the EU then your rights are much
greater. First, the item must arrive within 30 days or the deal is off and you
can get a full refund including any postage you paid. Again, the vendor might
try to foist you off on the Royal Mail or delivery firm. Don’t let them
If the item does arrive within 30 days but is broken or faulty or not as
described you can get a full refund and the postage costs. If it arrives and you
decide within seven days that you do not want it – for any reason – then you
have the right to a full refund though normally you will have to pay the postage
both ways. However, if the original contract did not specify that, then the
vendor has to pay for postage too.
These rights also apply to eBay even though auctions you attend in person
are exempt from them.
These ‘distance selling’ rights apply to physical goods – anything the
postman brings. But they do not apply to intangibles like a holiday, a flight, a
hotel booking, or a concert ticket. With those you do not get a seven day
cooling off period though of course if they are faulty or fail to provide the
service you have the right to your money back.
If your purchase was from outside the 27 countries of the EU then your
rights are far fewer. There will not be a cooling off period if you just do not
like the item. Most decent vendors will replace broken or faulty goods. But you
cannot make them. Then you have to fall back on your credit card or debit card
provider and claim the money back from them.
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