When you buy goods or services the law protects your consumer rights.
http://sogahub.tradingstandards.gov.uk/
Under SOGA if an item is faulty, it means that it is
• not of satisfactory quality
• not fit for purpose
• does not match the retailer’s description.
If an item you have bought is faulty you may be legally entitled to a refund or a repair or replacement. What you are entitled to will depend on a number of factors; contact Consumer Direct for more information.
You do not have a legal right to receive a refund, repair or replacement for any of the reasons listed;
• fair wear and tear
• accidental damage or misuse of the item
• if you don’t want the item any more, for example it is the wrong size or colour
• if you knew the item was faulty when you bought it
• if you misused the item and caused a fault
• if you tried to repair the item or had someone else try to repair it, which damaged the item
• if it is over six years since you purchased
....the item, or for goods purchased in Scotland, if it is over five years since you discovered
the fault.
If you buy an item by mail order, telephone or online you have the same rights if the item is faulty (see above). You also have an important additional right if you want to return the item:
you can cancel your order any time from when you place it up to 7 working days from the day after you receive the goods – even if the item is not faulty.
Some items bought online cannot be returned simply because you change your mind. For more information on Distant Selling Regulations contact Citizens Advice.
Find out who to contact for advice.
You can get help if you’re treated unfairly or when things go wrong. This includes:
Citizens Advice can give you help and advice about your consumer rights. They can also refer your complaint to local Trading Standards officers who will then investigate on your behalf.
Citizens Advice
www.adviceguide.org.uk/consumer
08454 04 05 06
08454 04 05 05 (Welsh language)
Find out about call charges
You can also get help with complaints, refunds and repairs from Which?
Northern Ireland
Contact ConsumerLine for advice about consumer law, making a complaint and avoiding scams.
Money advice
Get free, independent help from the Money Advice Service about anything to do with money, eg managing debt.
Consumer complaints
You can complain about certain services for free through Ombudsman Services, including:
Buying from another EU country
Contact the UK European Consumer Centre for help with problems buying from another EU country.
http://sogahub.tradingstandards.gov.uk/
Under SOGA if an item is faulty, it means that it is
• not of satisfactory quality
• not fit for purpose
• does not match the retailer’s description.
If an item you have bought is faulty you may be legally entitled to a refund or a repair or replacement. What you are entitled to will depend on a number of factors; contact Consumer Direct for more information.
You do not have a legal right to receive a refund, repair or replacement for any of the reasons listed;
• fair wear and tear
• accidental damage or misuse of the item
• if you don’t want the item any more, for example it is the wrong size or colour
• if you knew the item was faulty when you bought it
• if you misused the item and caused a fault
• if you tried to repair the item or had someone else try to repair it, which damaged the item
• if it is over six years since you purchased
....the item, or for goods purchased in Scotland, if it is over five years since you discovered
the fault.
If you buy an item by mail order, telephone or online you have the same rights if the item is faulty (see above). You also have an important additional right if you want to return the item:
you can cancel your order any time from when you place it up to 7 working days from the day after you receive the goods – even if the item is not faulty.
Some items bought online cannot be returned simply because you change your mind. For more information on Distant Selling Regulations contact Citizens Advice.
Find out who to contact for advice.
You can get help if you’re treated unfairly or when things go wrong. This includes:
- credit and store cards
- faulty goods
- counterfeit goods
- poor service
- problems with contracts
- problems with builders
- rogue traders
Citizens Advice can give you help and advice about your consumer rights. They can also refer your complaint to local Trading Standards officers who will then investigate on your behalf.
Citizens Advice
www.adviceguide.org.uk/consumer
08454 04 05 06
08454 04 05 05 (Welsh language)
Find out about call charges
You can also get help with complaints, refunds and repairs from Which?
Northern Ireland
Contact ConsumerLine for advice about consumer law, making a complaint and avoiding scams.
Money advice
Get free, independent help from the Money Advice Service about anything to do with money, eg managing debt.
Consumer complaints
You can complain about certain services for free through Ombudsman Services, including:
- communications (eg phones and internet)
- energy (eg gas and electricity)
- property (eg estate agents and surveyors)
- copyright licensing
Buying from another EU country
Contact the UK European Consumer Centre for help with problems buying from another EU country.
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