Do you know your rights when buying goods?

Every time we buy something, we are making a legal contract.

When we buy something and it goes wrong, develops a fault or isn’t quite what we thought it would be, it can be extremely disappointing. The law can seem complicated. What are your rights?

The law states that everything you buy must be:

• Of satisfactory quality

• Fit for purpose and

• As described

In practice, this means that the goods must not be faulty, must match any description given and must be fit for the purpose you bought them for.

What if the goods aren’t?

The business is in breach of contract. You have a legal right to seek a solution.

You have 30 days from the day after you bought the goods to get a full refund. You can decide not to ask for a refund or if 30 days has passed you can ask the business to repair or replace the item at their expense. The business must prove the item was sold without fault for the first six months after you’ve bought it. After the first six months, it is for you to prove the item was faulty.

You do not have to give the business more than one chance to repair or replace the goods if they are faulty. If the repairs or replacement are unsuccessful, are impossible, too expensive or cannot be carried out within a reasonable time and without causing significant inconvenience, you can ask for a price reduction (some of your money back), you can choose to keep the goods and ask the business to give a reduction in the price or you can claim a refund but, depending on circumstances, a deduction for use may apply. Once this has been agreed it needs to be given to you at the latest within 14 days.

A business needs to deliver goods within 30 days, or on the date that has been agreed. If the goods are not delivered on time or you can’t find a suitable alternative delivery date. You can get a full refund.

What should I do?

Speak to the business, ask them for what you want. If this does not work, then you would need to email or write to them. You can use our Template Letter.

Rules for life

• Be polite

• Be clear in what you want

• Keep a record of all letters and communications

• If the business disputes what you are saying, direct them to this website. Businesses need to know their rights as well.

For further advice, contact Citizens Advice Consumer Service 0808 223 1133.