For the first time ever, customers are now entitled to a full refund for up to 30 days after purchasing faulty goods. The Consumer Rights Act came into force this month, replacing three pieces of legislation – the Supply of Goods and Services Act, the Sale of Goods Act and the Unfair Terms in Consumer Contracts Regulations. But what does this mean for you?
Refunds and returns
You now have 30 days to return a defective product for a refund. This applies even if the item was bought second hand from sites such as eBay. After 30 days, the retailer has one chance to fix the faulty item. If they fail, you can then ask for a full refund. The only exception is with cars as a reasonable reduction in the refunded price will be made to cover use of the car.
After 6 months, the onus is on the customer to prove the product was faulty at the time of purchase. However, as most products come with a 1 year guarantee, this section of the Consumer Rights Act really only takes effect after a year.
Digital content
For the first time ever you now have rights with software and digital content. Anything you download, such as apps, games and ebooks must be as described, or you are entitled to a refund from the retailer, not the developer. If you buy a game from Amazon which contains bugs, you are entitled to a full refund from Amazon for 30 days.
Additionally, the retailer will have to compensate you if your physical device, or any of the content on the device, is destroyed by the digital download. This includes the cost of removing a virus.
These laws apply whether the digital content you have downloaded is free or paid for.
Delivery
Under new legislation, until the goods are in your physical possession, the retailer is responsible for them. They are responsible for the service the courier company provides. So no more blaming the delivery company for lost or broken items!
The retailer now has to deliver the goods within 30 days, or you are entitled to a full refund.
Easy justice
Any complaints or disputes can now be taken to a certified Alternative Dispute Resolution (ADR) provider. This is designed to be cheaper than going through court proceedings.
ADRs now have the power to assess contracts for fairness. Hidden fees and charges will come under scrutiny. All fees must be both prominent and transparent.
Reasonable care and skill
You will now be able to claim refunds from hairdressers and mechanics if you feel that they have not exercised ‘reasonable care and skill’. That doesn’t mean you can claim a refund for your haircut if you simply don’t like it – but you can if the hairdresser has not exercised care and skill and has dyed your hair blue!
Know your rights
There are bound to be some teething troubles over the next few months as shop staff become accustomed to the new rules. However, know your rights and battle for what you are entitled to.
