What are my Statutory Rights?
You often see signs in shops at the counter which say ‘this does not affect your statutory rights’. But what does this mean? What we are talking about here are the legal obligations of retailers and suppliers to protect consumers from fraud, poor quality, misrepresentation or economic loss. The sale of goods is subject to the inclusion of these statutory rights (or terms), whether or not a written contract exists and whether or not they are specifically mentioned at any stage. Any attempt to mislead you or deny you of them is illegal!
The seller has the right to sell
So what precisely are your statutory rights when you make a purchase? Firstly, you should expect the seller to have the right to sell the item and to be able to transfer full ownership to you. Seems an obvious point really. A second hand car dealer who sells you a stolen car does not have the right to sell that car and you would not take ownership of it, even though you have handed over the money. If the item is not owned by the seller, or the seller has not been given permission to sell the item, the contract is immediately invalidated – and you will own nothing.
It is what you expected?
Secondly, if you have bought something on the basis of the seller’s description or a sample, you should expect the item to conform exactly to that description or sample. If it does not, you have the right to reject the goods, demand a full refund and possibly claim damages. This is still the case even where you have selected or examined the items for yourself before buying them.
Satisfactory quality
And finally, the most commonly cited and hotly contested of all, that of satisfactory quality. There is so much to say about this, it deserves its own section:
- How do you measure quality?
- It’s not fit for purpose
- How long should it last?
- Is the guarantee worth the paper it’s written on?
- I bought it from a bloke down the pub
- Rights when knowingly buying damaged goods
Common Complaints
- They say I’ve taken ownership so it’s my responsibility
- Do shops have to give me my money back?
- The shop doesn’t want to know, they say it is the manufacturer’s responsibility.
- It’s second hand – do I have any rights?
And if your statutory rights are breached…?
Related posts:
I bought a washing machine from Kays catalogue that’s still under guarantee and it has broken down. I have waited for a whole month and it has still not been repaired. Now I have asked for a refund or replacement because of the time span and have been told that Kays are allowed to have an engineer sent 3 times before they will do anything about it. Any clues anyone as this is driving ,me nuts! Thanks.
Hi Kelly
I am having the same problem wth littlewoods, they are part of the shop direct group, service is appauling, they won’t give me a refund either again saying 3 engineer visits, pls see my story below, is there anyone that can guide us??
I brought a Beko washing machine from a mail order company last June (09). Unfortunately it broke down last sunday, got an engineer out today who has said that the motor has burn’t out. I spoke to the company that i brought it from and they advised they won’t replace this and i will have to wait for repair. I asked how long they thought a reasonable time was and they responded with 14 days from when the engineer firs attended. He has advised me that i shouldn’t expect to get the machine repaired until a week on Friday because of the bank holiday.
I feel if he product has already broken that it is not fit for purpose and would like a replacement. They have refused, even though i have exceptional cicumstaces (I have contagious skin disease were by so as not to infect anyone i have to wash my bedding and towels daily).
However they are saying i must allow them 14 working days? is this correct or is it 14 days from point of breakdown
bought printer and also its corresponding paper/cartridge set, from well know store, it was excluded from their 30 day money back policy, but i found that it did not print good pictures, i tried helpline and troubleshooting tips in manual, can i use my statutory rights under not fit for purpose and get money back on printer and paper/cartridges, about £100 in total and cant afford to lose that.
it was just a couple of days ago and i can show them the pictures to prove not good quality.
thanks
Kelly – what is considered reasonable is open to interpretation, the 3 times thing is their interpretation, but would appear to be totally unreaonable. You shouldn’t have to wait a month, particularly for something as vital as a washing machine and you are quite within your rights to ask for a replacement or a refund. Your next step would be to write to thtem making ‘time of the essence’ and demanding that they fix it to your satisfaction within 7 days, otherwise you will ask for a replacement / partial refund. threaten that if this doesn’t happen you will simply buy a new one and claim the cost back from them via a small claims procedure. The guarantee is irrelevant and you are invoking your rights under the Sale of Goods Act.
Bel – if it was just a couple of days ago you haven’t really taken ownership of it and are in a good position to return it. You must give them the opportunity to see the problem for themselves so they can fix the problem before you demand a replacement or a refund. If the printer is for printing photos and performs badly, you need to be sure it was sold as a photo printer and not just for documents. It may simply be on the wrong setting?
R Mason, you have been misadvised, if it is faulty they must offer to fix it in the first instance. If this does not work you can then be offered an exchange or a refund. Ring back and ask to speak to someone else, they normally have a good returns policy.
For my sisters birthday present, we sent my younger sister out to buy the gift. We settled on getting her some perfume, with a brand and type in mind. My sister went to the shop, asked them if they had the exact perfume in. The lady confirmed that they indeed did and popped in a bag for her. It turns out that the perfume was the right brand but the wrong kind. My sister went back to the store who went on to claim they didn’t stock the exact product that we wanted and refused her a refund. It was/is still sealed and in the same condition as when purchased, is there anything we can do?
Simon, once you have bought something from a shop you have entered into a legally binding agreement and the shop is under no obligation to refund you unless the product is faulty. The shop will say your sister had the opportunity to examine the goods before deciding to buy so the mistake was hers. The best you could expect would be a credit note but this would be at the discretion of the store.
We hired 5 wedding suits for our wedding from Jonathan Hawkes in Exeter.
The 2 ushers suits were ridiculously small ( 3 inches in sleeve length ) I complained but all they have done is send me a £50 voucher saying I should have got them to try them on before the day.
We were all measured so they just got it wrong. What can I do, if anything?
David, The suits were not of poor quality and were not unfit for purpose, simply too small. If it was the shop who measured you, then I would support your claim, that they got it wrong. If you simply gave them your measurements it should have been your responsibility to examine the goods beforehand (i.e try them on). If the shop encouraged you to do this, then you are unlikely to have any comeback.
Malcolm, I’m afraid not. shops are entitled to do this. As long as they didn’t mislead you at the time of purchase.
Hello. Two weeks ago we bought 12 boxes of tiles from Wickes. We paid at the time but as they were not in stock we were told to come back in a week’s time when they would have been delivered. We went back only to be told that none had come with the delivery indicating that there might not be any left in the depot. At no point when we bought them was this mentioned. We have bought floor tiles to match the tiles we were expecting so are Wickes obliged to provide a similar tile at the same price? To what lengths do they have to go to find the tiles we want from their other stores? Thanks
Hi
I bought a top from a company and when I recv. it I thought it looked good but smelled a little so I washed it but when it came out the wash (as per label) it is bagged and not wearable, am I entittled to get my money back.
Regards
Cheryl, as long as you washed it as per the washing instructions, you should have a good claim to get a refund.
Hi
I work for a hotel and country club, and we have just gone into administration. I work in the gym memebership sales department and have received a negative response from prospects, who are wary to commit to a contract when we are under administration. I have been told to say that ‘business is as usual and that it does not affect their statutory rights’.
If a prospect does join and parts with 12 months membership up-front, and we do happen to close-down, will they be entitled to a refund?
Kind rgds
I bought a digital camera from argos extra i wasnt told that the camera was exempt from the 30 day guarantee and looking again at the receipt,after trying the camera,i discovered this. But i am unhappy with the camera and would like my money back as i feel it is not what i thought it was when i read the description. Is there anything you can advise me on doing thanks.
Tom, I’m afraid your question is beyond the sphere of consumer law, but from what I know about this kind of situation, there isn’t an automatic right of refund unless the balance was paid on credit card (card providers equal liability). Otherwise, customers will simply be added to the list of creditors, and may or may not see their money again. Am I right in thinking you have a 12 month minimum term? If so I guess this is not helping secure any new customers.
Sarah Jane, a friend of mine had exactly the same response from Argos over the same kind of product only yesterday. It is misleading of them to tell you this, because of your statutory right to receive something which is as described and fit for purpose. You need to be clear in telling them you are not returning it because you have changed your mind, but because it is not as described and you are rejecting it. In this case they must give you a full refund.
I bought a Three Mobile boradband contract on 3rd of Dec 2008 (18months contract), but signal is really bad at my place when i phone them to terminate the contract on 9th Dec(before 14 days)they said i can not disconnect it as i have used it for consecutive days.
“3 USB Modems – If you’re a new Mobile Broadband customer and for some reason you change your mind, you can return your 3 USB Modem within three days of purchase. If you purchased it via telesales or online, you can return your 3 USB Modem within 14 days of receipt provided you have not used it for more than three consecutive days. You’ll also have to return the original boxed accessories and documentation ‘as new’.”
I ordered a new leather sofa 16 weeks ago which is still not delivered to me. The shop has reduced the price by £700 and i have still not received the goods, am I entitled to this reduction in price even though i signed a contract at the higher price??? Thanks for any help you can offer me.
Kimberly, was time-frame specified in the contract? I assume not, in which case we would assume reasonable time for performance. I would argue 16 weeks is becoming unreasonable, and they have probably offered the reduction as a goodwill gesture in recognition of this. In response I would make ‘time of the essence’ by specifying a date by which you would want the sofa to be delivered. You can also get a contract amendment reflecting the lower price.
Rajeevan, the cooling off period allows you to examine and try out a new product before taking possession of it. This is particularly pertinent with mobile phones for exactly the problem of poor reception you have mentioned. You could probably challenge 3′d policy of 3 consecutive days, if you didn’t have the proper opportunity of assessing whether the reception would improve. You should however be prepared to pay for any use you have had of the phone,. but you do not need to return packaging ‘as new’. See: http://whatconsumer.co.uk/returns-and-refunds/
i bought a fancy dress costume yesterday, wolverine to be exact, and wore it for a house party last night. i wore it for perhaps four hours, all inside the house apart from when i took a 10 minute walk home.
it’s now got a few of the seams coming apart into quite large holes. it wasn’t a mad party, so it can’t have been ripped by myself or someone else, and i feel like a mug for parting so much cash for it.
the lady in the shop was quite adamant in the shop that they don’t accept refunds, and i’m scared that if i go down and say it’s faulty they’ll just say i did it. even if i explain my statutory rights and explain it’s poor quality and should have lasted longer, i expect them to just say ‘touch luck’.
is there anything you can do to strengthen your case? such as an organisation that can help fight your case?
I bought a creative zen vision m from Argos on 24/12/07 and the sticker containing the serial number has just come off to reveal an ‘R’ stamped on the product. I have discovered that I was sold a refurbished unit. This was not clear in the description and was at the full price for a brand new product. Do I have any rights bearing in mind the unit is 4 days away from being a year from purchase?
Hi, I ordered £30 of furniture from the pier in october, they have since gone into administration but we were told they would deliver our order (which had not previously been in stock) on the coming tuesday. I have since recieved an email to say our order has been cancelled due to no stock and ‘you will not be charged for this item’. However, on the same day £325.90 was deducted from my bank account by them, I was under the impression the order was cancelled but cannot get through to them on the phone, I’ve left two messages and sent two emails to find out the situation with no reply.
What are my rights and can I get my money back? Thanks for reading.
Ash, under the Sale of Goods Act you have the right to a refund if the item is faulty. The legislation also states that an item should be durable, and for this to happen after one wear is clearly unsatisfactory, irrespective of whether it has been worn or not. However, you must allow the shop to repair it or replace it before you can ask for a refund.
Lucy, new regs have recently come into force for products which have been misdescribed, see:
http://whatconsumer.co.uk/misleading-commercial-practices-unfair-trading-regulations-2008/
Although they may not have applied to you when you bought the item. Additionally, I would argue that after nearly a year, you have accepted the item, and so may not be able to reject it. It’s still worth a try though, and if you can find the original invoice or advertising literature, you may be able to argue that the product was not as described.
Heather, you may find that this debit will simply be reversed if they have told you that you will not be charged. It may take a few days. If not, I’m afraid there is no automatic right of refund against companies which go into administration, unless you paid the amount of money on credit card or Visa debit (chargeback). If you didn’t, you may be added to the list of creditors and get some of your money back, but the chances are slim.
Hi,
I placed an order to purchase a new laptop (from Laptops Direct) well over a month ago. The item was out of stock for about a month and every time i enquired as to when they will receive it, i was given dates of delivery, which they of course failed to meet. After this long i decided to cancel my order and purchase one else where. Laptops Direct had taken the money out of my account on the day of placing the order, but have not yet received the refund after cancelling it on the 22nd December. (it is now 4th Jan 2009). I keep calling them to chase this case up, but they are insisting that the money has been refunded into my account; i have double checked with my bank and this is not the case. Do i have any rights? What can i do to get my money back? Your help would be much appreciated.
Avinah, under the distance selling regs your order must be delivered within 30 days, unless otherwise specified. You have the right to cancel your order if they fail to meet the dates specified, and your money must be returned to you within 30 days. If you paid on credit card you can get the money back through them (equal liability – see: http://whatconsumer.co.uk/consumer-credit-act-1974/
Initially however you should write to them giving them a date by which you should have the money back, otherwise you will start proceedings through a small claims court. See: http://whatconsumer.co.uk/making-a-small-claim/
I purchased a necklace for my wife from The WonderStore (a Tiffany store) within Selfridges. Unfortunately my wife doesn’t like the necklace. I purchased it on December 19th. I live in Somerset and rarely go to London. Having called Selfridges they say they won’t give me a refund but will allow me exchange it. Is this legal?
Tom, I’m afraid it is. Legally, they don’t even have to give you an exchange. See:
http://whatconsumer.co.uk/do-shops-have-to-give-me-my-money-back/
hi,
i bought a sofa in nov 2007(it was delivered feb 08),from the outset i had problems with it as it would not keep its shape – as though the padding inside was flattening with very little use this meant that the leather covering was very baggy. i complained to the store, they assessed the sofa, agreed it needed repaired and finally got around to doing this for me in january. i have had the sofa back for 3 weeks now and it looks as though the same is happening again. i would like to return the sofa and get a full refund-is this possible?
i took 3 yrs interest free finance on the sofa through the store and have since paid over £1200 in the 12months – will i be able to get this money back either from the store or from the finance company?
thanks for your help
Jilly, Please refer to:
http://whatconsumer.co.uk/returning-damaged-or-faulty-goods/
for more on this. The law states you must give the supplier the opportunity to put right the fault and if this canot be done, you can request an exchange or a refund (in that order). The supplier may not give you all of your money back to account for the use you have had from the sofa. However you could argue that you have not had any satisfactory use from it and request all of your money back. Your contract is with the store, so they would authorise the refund, not the finance company.
I purchased a dress less than a week ago and have only worn it once. I had been wearing for a short amount of time when I noticed there was a small hole at the front of the dress, within 6 hours of wearing it, the only two buttons had fallen off too. I decided to take the item back but before had (as I had worn it) wash it first. When I returned the item, wanting to exchange it for one of better quality I was firstly told I couldn’t bring it back because I “had washed it” and secondly the hole was down to “general wear and tear” and I should have “inspected the item thoroughly before purchasing”. I feel ripped off. Am I entitled to exchange the item?
Mavis, The job has not been done correctly, although you need to give them the opportunity to put the matter right. You have done this and they have failed for a second time. You would be within your rights to claim loss of faith in their ability and ask for a refund.
Kate, If the item is of poor quality and had a hole in it you are entitled to return it claiming a breach of your statutory rights. Having washed it, or not inspecting it before purchase are irrelevant. You are entitled to a repair, a replacement and then a refund, in that order. Go back quoting Sale of Goods Act and ask for the manager if necessary. See:
http://whatconsumer.co.uk/returning-damaged-or-faulty-goods/
For more on this.
Hi
I bought two dresses from ladyluckrulesok.com. I received them on Monday and unfortunately they are too small. I tried contacting the company about returning them, but they said I could not get a refund as they were sale items. Do I have any rights in order to get my money back. Thanks for you help.
Emma
I purchased a Hitachi angle grinder from a reputable country store in August 2008. This item is used infrequently (2/3 times a week) and is stored within a dry workshop on a farm.
However, approx 3 weeks ago whilst in use, it stopped. At first I thought it may be a fuse but this was not the case.
I have contacted the seller who has told me to return the item which he must send back to his suppliers before he can decide whether to offer a refund or a replacement. Is this right? I was under the impression that I bought this item from the store and not from his supplier so he should repair or replace the item.
This grinder has not been used very often in the 6 months we have had it and had not been misused either. Please help.
Emma, I’m afraid you do not have the automatic right to get your money back. This is only a good-will gesture. You should be able to get an exchange or a credit note though. See:
http://whatconsumer.co.uk/do-shops-have-to-give-me-my-money-back/
Martin, you are correct, it is the retailer’s responsbility to carry out a repair, but this usually involves sending it off to a third party to assess it or carry out the repair. This is fine as long as it is done within reasonable time, without additional expense to you adn without significant inconvenience
i purchased a book from an online dvd company using a £20 gift voucher I was given, which i have never received. i contacted the site to ask for a different item to replace this book as i had already gone out and bought it from someone else (it was a birthday present). They refused to do this, so then I asked for my voucher back (refund) and they also refused to refund me?!! they say they will only replace it but because it never arrived i had to buy it elsewhere! Don’t i have a right to claim back my voucher amount?
Andrea, If you are still within your 7 day cooling off period, you can get a refund, no questions asked. If not, the question you need to ask is whether there was a despatch or delivery time indicated when you bought it. If there was, and the book failed to arrive within this time scale, you can claim there was a breach of a contract term – especially if you can show that you relied on this timeframe and if you had known the book would be any later, you would not have bought it. If no timeframe for delivery was mentioned, the store can claim you entered into a legally binding contract of sale with them, and as such they don’t need to give you anything back, apart from a credit note or replacement.
I signed up for a home learning course, £960.00 to be paid monthly by dd – the home learning college were to provide a CD for me to start the course and a contact at the college in case i had any problems i paid the dd for some months but never received the CD to start the course, i contact the college and left messages and emails to no avail i never received the CD or a reply so i cancelled the payments having parted with nearly £300.00 i am now being pursued by debt companies demanding the balance or they will take me to court.
can you advise if they are breaching the sale of goods act.
Hi I hope you can advise me, I’ll keep it brief.
In December 2008 I bought an Electrolux built in oven from Sainsburys.
In June 2009 I complained it wasn’t heating enough and engineer found the thermostat faulty and replaced it.
the engineer left a gas leak and Transco switched it off. A faulty knob was
to blame. They said they wouldn’t touch it until our pipes were
changed to regulation, so we complied. That was back in oct. 2009.
Since then they’ve sent another 6 or 7 engineers and tried to fix it
and finally agreed to replace it. Trouble is they tell us it’s not their
responsibility and go directly to engineer company. They in turn are
telling us to contact manufacturer, who are saying phone retailer.
Please advice …?
the retailer is the first point of contact. the relationship between retailer and manufacturer is contractual and agent/commission based.
retailer has the responsibility to take care of you as your direct contract is with them not the manufacturer.
Hope that helps
I ordered a bed from a store and paid a deposit on 14 March. It was to be delivered on 6 April but the store informed they were doing no deliveries on that date so it was postponed until 4 May, which was the next mutually convenient date, as I have to coordinate Council collection of an old bed.
In the meantime I have decided that I need to cancel because of works to my flat which would make it easier if the bed was out of the way. I called this morning to apologise and explain my reasoning. I was told that the assistant had to speak to the manager because the bed is in the store and she is checking about the financial implication to me.
Does anyone know what my position is.
hi,
I have complaint with B&Q’s post installation kitchen service. The kitchen was installed 4 months later than originally scheduled and once it was installed the kitchen due to wrong doors, scratches, bad fittings took another 6 weeks before it was finished. The kitchen cost around £10k and for compensation got £150 – They did not factor in time off work to for fitter and parts to arrive.
Do I have a case to ask for compensation on time off work?
I sent my phone (a Nokia 5530) in for repairs to the locking switch and when i got it back it was worse than it was when i sent it in, I could not hear anything through the speakers when i made or received a all unless i put it on loud speaker. I made a complaint at the shop and asked for a replacement but was told that because i did not have insurance and it was only under warranty that i could not have a replacement. Should i have been able to get the replacement?
I have checked the warranty and it does not say anything about not being able to get one.
I bought a vodaphone mobile contract through phone4u shop. the representative explain to me that the package include 600 min, unlimited text and unlimited internet in £30, he said to me it is a £35 package and he gave me a £5 pound discount, my mobile internet usage is more than 1Gb,
when at the same night i saw the detail then i know only 500mb internet is allowed(not unlimited).
the next morning i went to the shop but they refused to cancell the contract. they said unlimited mean 500mb, i said you did not mentioned it at the time of purchase, because on vodaphone 1gb package is also present. they called to voda phone i spoke and explained what they explained to sell the contract if they explained me about that i never bought this contract, but voda phone representative said you buy from third party we cant cancelled it, i dont know what to do, phone4u said they cant fix the problem, what are my right when i just go there within 24 hours today, please tell me.
if i ordered an item online, and was supplied a different model to that ordered, and i gave them notice of rejection and informed seller that wrong item would not be returned or paid for, and they then sent the correct item to order, but charged for both, of which i then paid for the correct item to order and made this clear when paying. can the wrong item be classed as unsoliceted and so cannot be pursued for payment?
Hello all.
I am a branch manager for a well known high street retailer, and I have spent the last half an hour skimming all of your issues.
I hope they all get sorted – some of them do appear to be an injustice on the sellers behalf.
I have a question to the forum.
We have a notice in our shop that indicates that we do not offer a 14 day change of mind on our accessory products once purchased but we do offer a 14 day exchange.
I can see this is covered under the statutory rights section.
Is it the obligation of the shop to inform customers they do not have this right, or is it the obligation of the customers to know their own rights? We do make a habit of informing customers but when we are – or you are very busy this is not always possible. I do not expect every one of my customers to know the law, but what is really annoying is when I inform customers of their own rights they then see it fit to argue, shout and threaten me, or in some cases make up the law which suits them.
What i actually see is just how many people are not educated on the very fundimental laws that they are granted, and I think the government should do a lot more at an educational level to introduce these laws to people at secondary school.
Another common misconception is that if we have an item that is priced up incorrectly, we are oblidged to sell the item at that price – please note this is not the case, we do not have to sell anything, just like you do not have to buy anything. The law should be equal and fair to both parties.
Thank you for your time to read this.
I recently purchsed an item online for my daughter, when it was delivered (and we paid for 2 day delivery as well) up[on inspection, the garment was dirty and snagged in several places, so we phoned up , I was advised to send back, we wanted a replacement, but there wasn’t one, so an refund would be paid back, I have been refunded the cost of the garment and not the postage.
Am I entitled to that cost of postage as well considering they sent a faulty item?
Hi i will try and keep this to the point. Me and my fiancee booked up for a holiday with another two friends which was a group booking. The main guys name happens to be the guy that me and my fiancee have fell out with due to the main person being an idiot. We have booked through first choice and they have said that kthey would need permission from the main guy to split the holiday so that me and my fiancee still get away on the same date but a different destination as far as we knew the other two were still going to the orginal place. We went in to the travel agents to book a holiday but was told that the deal that we wanted wasnt available so the agent said she would look for a good deal for use since it was our first time away abroad. She was supposed to of phoned use before closing time our the next day we thought we would give her time to have a look. My fiancee went in two days later to see what was happening and then we were told that the main person had cancelled the full holiday! and that we were getting a refund and it would be a cheque in the main persons name. We werent happy with this because of the circumstances with the main person he has threatened my friancee saying that he is taking the full of his deposit and the full of the other guys deposit from our money! We tried to explain to the travel agents but they have been not very helpful a tall! they keep sayign that they will phone there head office and that they will phone use back soon but they never do! this has been going on and on like this for nearly a week and me and my fiancee are stressed! all we want is our money back which we payed to the travel agents first choice we want the money transferred in to another holiday from them! i honestly dont see what the problem is! this main guy threatened my fiancee yesterday when we were walking down the street and he was shouting at use and saying come and get your money we will see how much a hard man you are when you collect it! i was thinking about reporting the threat to police but not sure?? Now i am waiting again on a phone call from first choice telling me wether they can issue 2 seprate cheques cos if that main person gets the cheque we will never see our money again!! please help!! anyone!! they should in this case make an exception plus my finacee has been paying direct and he has receipts and payment cards as proof at the end of the day we have a contract with them not the main guy!!!!
Hi. I bought an £800 leather suite on 28th May 2009, delivered to me about 3 days later. Yesterday (31st May 2010) my 14 year old daughter was lying on it with no shoes on. She pushed herself up with the balls of her feet, and the leather ripped quite badly. I spoke to the shop that we bought it from, who came out to look at it this afternoon. The response to my wife was (I was at work) that it had been caused by a sharp object, and they could do nothing for us. The chap then walked out – very ignorant. I can guarantee that no sharp objects have been near the suite, and that my daughter was wearing no shoes (it only gets used for a couple of hours a day). The leather on the ripped leather cushion feels slightly thinner than on the ‘good’ side. Where do we stand on this?
My girlfriend bought me a couple of DVD’s for my birthday without realising they were for a blu ray player. I opened them to see if they would work on my laptop and they didnt. I dont want a refund, just to exchange them for normal format DVD’s of the same title. Will they have grounds to refuse me on account that they’ve been opened?
bought fuel out of garage 3 weeks ago their debit card machine was not working at the time, they took my card details but still not had the money taken out of my account, is there a certain amount of time i have to wait before i can spend the money because i think it might not have went through?
I hired a seamstress to make a made-to-measure dress and jacket for me. I purchased the fabric, and at her request also purchased a pattern for her to use in sewing the jacket. I gave specific written instructions that given the cost of the fabric for the jacket, that I wished to be measured a second time before she cut the fabric. She instead made a ‘practice piece’ from inexpensive fabric to check the fit. After fitting the practice piece she made the real jacket but it doesn’t fit properly as she added a button-hole without measuring it on me. What are my options?
Hey
I am looking into warranties on contract mobile phones due to the increasing length of decent contracts.
I have an iPhone on a 24 months contract. I have heard that although it only comes with the standard 12 months warranty I am entitled to return it if it is faulty in the last 12 months under the sale of goods act. As it is not fit for purpose.
The way it was written was that as they had sold it to me with a contract lasting 24 months it is reasonable to deduce that they expect the phone to last that long.
Is this correct?
Thanks
Alex
Hi, I recently bought a laptop which is faulty. I have been sorting this out by mail with the manufacturer as instructed to by the seller. While doing so I have come to the knowledge that the laptop does not contain the hardware advertised by the retailer, making it less powerful than I thought (it is a gaming latop, and therefore this problem is of primary concern). Upon contacting the seller again today, I requested a refund but was told that my 14 day warranty has expired and all support should be directed to the manufacturer, and no further help provided. Would you say I had the right to request a full refund based on the misinformation about the product, or the faults and time it has taken to (fail to) rectify them is unreasonable. I have also initiated a dispute with my credit card company, however I have recieved poor advice initially from them, and had to resort to the UK based complaints dept who are now dealing with that. Any advice here would be appreciated. The laptop is less than a month old, and I have been unable to use it for gaming yet, however it does work most of the time for light use (office, web, less demanding games etc..). As I am self employed and this machine is intended to replace older hardware, It is currently a big waste of money, time and space. Undoubtedly this is costing my business, but I doubt I can reclaim anything in that respect.
Thanks in advance,
Nick
Hi,
I have purchased 12 TV for my business. One has gone faulty after just over 2 months. These TV are used in a commercial environment but not used on a daily basis. The manufacturer has a clause in their T and C’s stating that this product should not be used in a commercial premises. Do I have any comeback as this TV is so new?
Thanks
Hello,
I recently placed an order with a dropship company. The order was accepted and they attempted to deliver twice, which failed so the order was returned to the company. They then asked for an extra £4.95 delivery charge, at this point I refused and asked for a refund. They then said their system had made an error and I owed them money for the order as they used money on my account balance with them, which should have been took off for a previous order. Before this, I should of had £17 credit with them, now they are saying I owe them £4, (restocking fees etc) but they shouldn’t have allowed the order if there wasn’t money on the account, so effectively they sent me an order which hadn’t been paid for, has been automatically returned to them by couriers, and are now saying I am -£21 as I was £17 in credit previous to this order.
They also state on their website that returns must be made in writing, and must be accepted by them in writing, this means on paper right? As this wasn’t the case, it was only done through e-mail.
What are my rights on retrieving my money back ?
I would be grateful if someone could assist me on this as I have had a very stressful day communicating with them
Thank you
Hello,
I recently placed an order with a dropship company. The order was accepted and they attempted to deliver twice, which failed so the order was returned to the company. They then asked for an extra £4.95 delivery charge, at this point I refused and asked for a refund. They then said their system had made an error and I owed them money for the order as they used money on my account balance with them, which should have been took off for a previous order. Before this, I should of had £17 credit with them, now they are saying I owe them £4, (restocking fees etc) but they shouldn’t have allowed the order if there wasn’t money on the account, so effectively they sent me an order which hadn’t been paid for, has been automatically returned to them by couriers, and are now saying I am -£21 as I was £17 in credit previous to this order.
They also state on their website that returns must be made in writing, and must be accepted by them in writing, this means on paper right? As this wasn’t the case, it was only done through e-mail.
What are my rights on retrieving my money back ?
I would be grateful if someone could assist me on this as I have had a very stressful day communicating with them
Thank you
I bought a disco light from Maplin on 17th July for an anniversary party that evening. It did not work and since it was brand new, we packed it back in original package and took back to Maplin on 20th July. Requested that they pay back the money since obviously the product was of poor quality and was not fit for the purpose which I bought it. They offered an exchange but refused to refund the money. I quoted them my statutory rights but the manager did not budge – in fact, he started insulting me. I left the product with them but they put it outside the shop and told me that it was my product and I need to take it back! What are my rights in this case?
Thanks in advance.
Last Week my wife brought some gloss paint made to order from B AND Q. she initially made enquires on the weds and was quoted a price of £10.49,she returned on the thurs to make the purchase where she was again quoted the price of £10.49 from the sales assistant on duty. She agreed to buy the product proceeded to the checkout where she was told the price was £13.48. When she queried this she was told the price of £10.49 was not for that product but another product. Can they do this,to me it is mal practice quoting one price then charging another?
i ordered a suite from JD Williams catalogue, i should have received it on the 20 june but still not got it, they are taking money out of my account and they have sent me my insurance certificate for it, when i contact them they say they are waiting for the supplier to contacted the curriers to try and find out where it is. they now have discontinued with that suite now, i have nothing to sit on only dinning chairs which is not very comfy to sit long on them, please can you help me on what to do next, thank you, mrs s worrall
Hi, I’m looking for some help regarding my rights. My partner and I got engaged in may 2008, he bought me a £1250 ring from ernest jones, and in the august of the same year diamonds fell out, the repaired it as my partner had also purchased the 3 years warranty for £120. I got my repaired ring back and within a week more diamonds fell out, after alot of arguing with the shop, they wanted to repair it again I want a replacement ring the exchanged it to the same one but a new one. This ring lasted just short of 2 years before another diamond fell out, they said it was down to wear and tear and that it would be repaired once again, after a alot of arguing again with the shop they said they would exchange the ring out of good will for another ring of my choice in the price range, I could have the difference on a store card if my new ring was cheaper and I could add money to another ring, they wouldn’t however give me the one year warranty on a new ring which I had remaining from my old ring, again after arguing my point of them taking the remaining year warranty off me when the ring is faulty is penalising me for there goods not being up to standard. I chose a new ring and got my warranty however when I got my ring home and looked at it the two diamonds in the top are completely different sizes and it stands out, many people have noticed. I took it back to the shop 2 days later and the manager agreed with me. He said he couldn’t understand how the ring had got trough quality control? They can’t get a replacement ring in till mid sept in my size and there is nothing else I like out of the stock they have. I have been backwards and forwards to the shop many times and find the staff less then helpfully. I would like some advice on where I stand, if I’m entitled to a refund so I can get a ring from another shop or if I just have to wait until mid sept for another replacement ring. All the manager keeps telling me is it is good will he exchanged my ring 1st faulty ring and the same for exchanging this ring? Please help!
Hi I am after some advice. I purchased a laptop from Kays catalogue in Dec 2008, the reason I bought it from Kays is the fact they were offering a 104 weeks interest free credit. I received a statement earlier this year informing there is a £100.00 interest charge that has been applied to my account. I have spoken to the catalogue and they are adamant that there should be a charge. When I placed the order I had to quote a ref number that gave me the entitlement to interest free credit, obviously this has been omitted. I would like this charge dropped, where can I go for advice on this matter as Kay’s are just not listening. Thanks