Retailers need to be aware of a variety of legislation depending on the types of products being sold. For example, a newsagent would need to know the specific rules relating to pricing, business names, underage sales and the safety of toys, fireworks and food. In addition retailers need to be aware of the Sale of Goods Act which sets out people's rights when they buy consumer products. These are that goods must be as described, fit for their purpose and of satisfactory quality.
The 'Ask Cedric' (External link) website contains a wealth of advice and guidance for retailers broken down by the category of product sold. The website can be accessed using the link above. Alternatively, retailers based in the Wigan Council area can ring our business advice team on the number below for help.
Frequently Asked Questions
A customer has brought back a faulty item. Do I have to give a refund?
When buying goods they must be of satisfactory quality: generally free from faults, fit for their usual purpose, of a reasonable appearance, safe and durable. For a short period after purchase the consumer would be entitled to a full refund; after a longer period they would be entitled to a repair, replacement or partial refund. Shops cannot simply say they do not give refunds, and if they display notices saying this they are likely to be committing a criminal offence.
Can a customer return goods for a refund if they decide they do not like them?
No, there is no legal right to a refund unless the goods are faulty or were wrongly described. However, there is nothing to stop you offering a refund in such circumstances as a matter of goodwill.
Do you only advise consumers of their rights ?
No. Our service is available to traders in the County. We are happy to advise you on your rights and responsibilities as a trader.
I sell from a website. Are there any special rules?
Yes, internet sales are subject to the same 'distance selling' provisions as mail or phone orders. These allow the consumer a seven day 'cooling off' period to examine goods. They can return the goods for a full refund as long as they notify you of their wish to cancel within seven days and return the goods in the same condition as they were delivered to them. You can require them to pay the cost of returning them to you. You are not allowed to make a 'restocking charge' or anything similar.
This provision is in addition to sale of goods rights and does not affect consumers' rights to a refund or repair for faulty goods.
Web retailers are also required to provide certain details including their name and geographical address and confirmation of any orders to buy goods or services.
