2007
Contrary to popular belief, you don't automatically have the right to return unwanted Christmas gifts and claim a refund, but you may be able to take advantage of shops' goodwill policies, advises government advice service Consumer Direct.
19th December 2007
Under the law, it is only the gift buyer who has a contract with the retailer and can ask for a refund, but only if the product is not as described, unfit for purpose or of unsatisfactory quality.
Many shops will offer goodwill policies and will allow you to exchange goods for other items or credit notes, although this is not a legal obligation.
However, the situation can be different for goods bought online. Online shoppers usually have the right to cancel their orders for up to seven working days after delivery so buyers who received goods just before Christmas may have a small window of opportunity after the big day to cancel and request a no quibble refund. In this case the online trader must provide a full refund within 30 days although you may have to pay for the cost of return carriage. There are some items which cannot be cancelled such as perishable goods or goods made to order.
Michele Shambrook, Operations Manager for Consumer Direct said:
'Even if you don’t have any legal rights to return goods, many shops will allow you to exchange goods or get a credit note so it's worth checking their policies. If an item is faulty or damaged then you should always try to take it back as soon as you can. In each case, always try to take the receipt or other proof of purchase such as a bank or credit card statement with you.'
Shoppers hitting the January sales should also be aware that they have exactly the same rights when they buy sale items as they do for full price goods.
Further information about your rights and advice on solving consumer disputes can be obtained by calling Consumer Direct on 08454 040506
-ends-
MEDIA enquiries:
Frank Shepherd
Tel: 020 7211 8133
Email: Frank.Shepherd@oft.gsi.gov.uk
NOTES
1. Consumer Direct is a telephone and online consumer advice service funded by government and managed by the Office of Fair Trading. It operates in partnership with Local Authority Trading Standards Services to offer consumers clear, practical and impartial advice and information.
2. Consumer Direct has around 350 trained advisers in 11 contact centres across England, Wales and Scotland.
3. The information and advice helpline is available on a single national telephone number - 08454 04 05 06 from 0800 – 1830 Monday to Friday, and 0900 – 1300 Saturday, excluding bank holidays and public holidays.
4. A Welsh-speaking Consumer Direct service is available on 08454 04 05 05. Minicom users should call 08451 28 13 84.
5. Calls to the Consumer Direct 0845 numbers are charged at no more than four pence per minute from a BT landline. Call charges from other landline providers or mobile phones may vary. Please check the rate with your phone service provider.
6. Northern Ireland has its own service called ConsumerLine (available on 08456 00 62 62) which is similar to Consumer Direct. Visit the ConsumerLine website.
