Know Your Consumer Rights

Posted on 15th September 2009 at 23:10 Tagged under Toys & Games, Mobile Phones, Home Appliances, Health & Beauty, Food & Drink, Entertainment, Clothing, Books, Computing, Electronics, Gifts & Gadgets and Home & Garden

Know Your Consumer Rights One in three shoppers feel their consumer rights have been ignored when trying to return goods or get a refund.

In a survey* for the ‘Know Your Consumer Rights’ campaign nearly 40 per cent of men and just over 30 per cent of women said that they felt retailers had attempted to dismiss their claims when they’ve tried to return goods or get a refund.

Ann Hopwood, of Kirkby-Stephen in Cumbria, was glad she stuck to her guns after feeling her rights were ignored after being refused a refund for an engagement ring.

“After buying an engagement ring from Argos in December 2007 I was disappointed when in June this year two of the diamonds fell out of the setting.

I took the £300 ring back to Argos but they said that the goods were outside of the guarantee period so I’d have to pay for any repairs. I wasn’t impressed, to put it mildly. I then got in touch with Consumer Direct to find out exactly what my rights were. They advised me of my statutory rights under the Sale of Goods Act. If it can be proved that they goods are not of satisfactory quality, then the trader is required to offer a free repair or like-for-like replacement.

The next step was to download a template letter from the Consumer Direct website and send it by recorded delivery to Argos, requesting a reply within 14 days. Argos replied straightaway and offered a full refund of the £300!

Overall I was happy with the service once I got my refund. I’m a bit more wary and alert when buying goods now, but it would take more than that to put me off shopping!”

It pays to know your rights. The ‘Know Your Consumer Rights’ campaign aims to educate shoppers about their three key rights – “goods must fit the description given, be of satisfactory quality and suitable for purpose”. For further information and clear, practical advice contact Consumer Direct on 08454 040506 or visit the website www.consumerdirect.gov.uk.

Anyone visiting the Consumer Direct web site can test their Consumer rights knowledge by taking part in an online quiz. Test your knowledge for the chance to win £150 worth of shopping vouchers.

(*The survey was conducted by BMRB and questioned 2,009 people in England, Scotland and Wales. Further information is available at www.bis.gov.uk)

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