FAQs for Consumers
This page covers some examples of questions asked by consumers. We also have a page of questions commonly asked by businesses.
I bought some clothes in the sales. One of them had a faulty zip but the retailer refuses to exchange them or give me a refund because they were bought in a sale. What are my rights?
You have the same rights when buying sales goods as when paying full price. For instance, if the goods are damaged or faulty you are entitled to a refund or replacement. However, if the item was reduced in price because of a specific fault pointed out at the time of sale you cannot later claim a refund in respect of that particular fault.
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I have been refused credit but I don’t understand why. What can I do to check this out?
No-one has the right to demand credit. Before giving you credit the retailer may check your credit history through a "credit reference agency". This is often used to decide whether credit is given or refused. If you are refused credit or concerned about your credit record you can write to the Credit Reference Agencies. A fee of £2 is charged. A leaflet explaining how to do this is available from Wigan Trading Standards Tel number 01942 827476.
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I want to take a pair of faulty shoes back- do I have to accept a credit note?
No. If goods are faulty you are entitled to a refund or a repair, depending on the circumstances. Usually if goods are returned almost immediately you should get a full refund. However if the goods have been used - even for a short time - you may only be entitled to a repair. If you have had some use of the goods and the fault cannot be repaired you may be entitled to compensation but not a full refund.
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I've bought a second hand car - does the garage have to give me a guarantee?
Not as such but you have rights anyway under the Sale of Goods Act. Although guarantees can give you "extra" rights they cannot restrict the rights you have under this legislation. However, it may be a good idea for you to negotiate additional guarantees or warranties at the time of your purchase. These may cover faults or problems that are not within your basic legal rights. Remember a fault that is not expected on a 2 year old car may well be seen as acceptable on a 10 year old car!
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I've had a letter to say I've won a prize - is it genuine?
If something appears "too good to be true" then it usually is! Always read the small print as you may be asked to send money or telephone a premium rate number to claim your "prize".
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I've left a deposit on some goods and changed my mind, can I get my money back?"
Generally deposits are not refundable. Once you have paid a deposit both you and the trader are legally committed to go ahead with the deal. If you do cancel the trader may keep your deposit and could also claim compensation for any lost profit.
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I've ordered a suite but now seen it cheaper elsewhere, can I cancel?
No. Once you have ordered goods you have entered into a legally binding contract. It makes no difference whether you have paid a deposit or not. If you later cancel your order the trader may claim compensation for loss of profit.
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I've signed a credit agreement at home - is there a cooling off period?
When you sign for credit in your own home you are entitled to a "cooling off period" in which you can change your mind and claim back any money you have paid. The company is legally obliged to give you notice of your cancellation rights and failure to do so is a criminal offence. Once you have signed the agreement the credit company should send a SECOND copy of the signed agreement. If you wish to cancel an agreement you need to act quickly as your "cooling off" period runs from the date you signed the first agreement until the FIFTH day after you receive your second copy or cancellation right details.
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