Understanding Your Basic Statutory Rights

Author: Lucy Debenham

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Understanding Your Basic Statutory Rights

Quite often a consumer will see the phrase 'this does not affect your statutory rights' discreetly written on a receipt or notice in the shop. But what exactly are your statutory rights, and how do they relate to consumer rights and the law?

If an online order has gone wrong, our free Online Purchase Rights Checker tells you where you stand in about a minute.

When a consumer purchases goods from a trader (business), then they are entering into a contract with the trader. Under this contract, in UK law, the consumer is given a set of implied rights known as their statutory rights.

The term 'statutory' basically means relating to a statute, which in turn is defined as a law enacted by a legislature. For consumers, the most important statutory rights fall under two sets of legislation - the Sale of Goods Act 1979 and the Unfair Contract Terms Act 1977. The Sale of Goods Act was later amended by the Sale & Supply of Gods Act 1994, and then again by the Sale and Supply of Goods to Consumers Regulations 2002.

Basic Rights

The law currently states that under these pieces of legislation, a consumer has the right to goods that are deemed to be of a satisfactory quality, fit for purpose and 'as described'. Satisfactory quality implies that the goods are free from any faults or manufacturing defects, safe, resilient and long-lasting, and have a satisfactory appearance and finish.

Fit for purpose entails that the goods are fit for the specific purpose for which they were made. Examples of fit for purpose include waterproof or water resistant goods. The term 'as described' means that the goods on offer should accurately concur with the description applied to them. This includes descriptions such as the size of colour of the goods.

At this point it's worth noting that when entering into a sale with an individual the only consumer right that applies in this instance is that the item is 'as described'. You should also consider that when buying second hand goods, your basic consumer rights still apply, except the law states that it is reasonable that expectation about the durability and performance of the goods should be lowered. Consumer rights also apply to goods bought in sale (stock clearance), but if the goods are on sale because of a defect, then the consumer cannot demand a refund due to that fault at a later stage.

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Refunds and Complaints

In UK law, when purchasing from a shop, a consumer is not automatically entitled to a refund if they simply change their mind. Many shops will offer a refund, alternative or replacement purely as a gesture of goodwill, alongside proof of purchase. Unless stated, proof of purchase does not necessarily mean a till receipt - bank and card statements can also be used.

With shop-bought goods, a consumer cannot expect a full refund and has no grounds for complaint if they were provided with information about any faults before purchasing. It is expected that consumers should also examine their goods before making a purchase. Any faults or damage incurred by the consumer cannot be taken into consideration either.

Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.

Distance Selling

When making purchases via distance selling methods, consumers are also covered by the Consumer Protection (Distance Selling) Regulations 2000. The Distance Selling Regulations bring a European Directive into UK Law. It is always worth checking whether the supplier you are purchasing from is based within the UK or EU so that you know whether your UK consumer rights will apply. Distance Selling refers to purchases made when the consumer isn't physically present to complete the contract - for instance by mail order, digital television, email or via the Internet. These regulations ensure that consumers have access to written prior information (such as final costs, contact details of the supplier, delivery arrangements and cancellation policies) before making a final purchase.

Under these regulations consumers also have what is commonly referred to as a 7 day cooling-off period. During this time consumers may examine the goods as they would in a shop, change their mind and cancel the contract. The supplier is then expected to make a full refund within 30 days of the delivery of goods or start of the provision of the service.

However, the right to cancel doesn't always apply. This includes instances where goods have been personalised or customised, are perishable (such as with fresh food and flowers), have been unsealed as in the case of CDs and DVDs, or services that have been employed for a specific time and location as with transportation or hotel bookings. In these cases it is always worth checking and keeping record of the terms and conditions of the sale.

Note the DSR has now been replaced by the Consumer Contract Regulations but most of the same principles apply.

Unfair Terms

The Unfair Terms in Consumer Contracts Regulations (UTCCRs) seek to protect consumers against unfair standard terms in contracts made with traders that diminish common law and statutory rights. An unfair term is not considered legally binding, as it inflicts unreasonable burdens on the consumer. The definition of an unfair term is a term that "…contrary to the requirement of good faith…causes a significant imbalance in the parties' rights and obligations under the contract, to the detriment of consumers"

The Next Step

Now that you have read through the advice above, you might want to put it into practice. Our Online Purchase Rights Checker lets you find out your rights when an online order goes wrong, from faulty goods to late or missing deliveries. Try it now →

95 questions

Ask Online Shopping Rights a Question

RW 16/01/2021 at 12:12 pm

I entered an online auction for a item which I won as I bid the highest price. I received an invoice which was less than my bid at auction but I paid and collected the item paying the lower price. Now 5 weeks later the auction house has been in touch requesting the correct amount. How do I stand legally if I ignore their request?

WarDaz 28/10/2019 at 1:39 pm

TV licensing refunds seem to be impossible and I was wondering if they are covered under distance selling laws?
Basically I was planning to move out of the family home into University Halls and so bought a TV license for halls - but then I changed my mind and never moved. Now TV licensing will not refund me because I don't have any "satisfactory evidence" i.e. a termination of lease document.
Any advice would be much appreciated.

Cobby 27/05/2019 at 3:32 pm

I had a garden pond installed about six months ago. I have decently noticed that it fails to fill to the top and the rubber liner is exposed and there is obviously a leak. I have written to the installer to complain and he states that the liner is under guarantee but I will have to pay the full costs of his attendance and time it takes to locate the leak and repair it. Surely this infringes my statutory rights.

Pitstop 18/02/2019 at 1:18 pm

Hi
I ordered a Taylor Superking size Bed from Furnitureiltalia through Wowcher.
The bed arrived in a timely manner, however upon checking the bed, it is clearly not the Taylor Bec advertised. I contacted through Wowcher and have had contact from the Company asking to take photographs of the bec I have received, I dualy did this, the bed has not been opened, is still in the original packaging and in a safe dry place, I then have a reply from the Company advising my photographs do not highlight the bec is any different from the one ordered!!! Si can I send more, if I open the packaging will this affect my ability to return? I am not pleased with the quality of the bed, I have also contacted the bed manufacturer and there appears to be no sign this bed has been manufactured by Taylor beds, am I entitled to have a refund as the bed is not the quality or make advertised?
Any assistance would be most helpful, Thanks

Jim 31/01/2019 at 5:56 pm

I purchased a DVD burner online from a retailer in the UK, but I drove to the business to pick it up. It was rarely used for the three weeks I had it but this morning smoke started coming from the case. The plastic connection where the power supply is connected has melted and started to burn. Needless to say, it does not work and has caused the external power supply unit to be faulty also.
I phoned the retailer and firstly was told that I would have to contact the manufacturer as it was faulty. I said that as they are the retailer, they should replace this and I wasn't overly concerned about the power supply unit as I had another spare anyway. As he was refusing, I asked to speak to his supervisor, but she was not available then, but phoned back when I was out. She emailed me to say that I need to contact the manufacturer as it has caused damage to another component.
Should the retailer replace this and if so, should they pay for collection and delivery of a replacement? The whole house could have gone on fire if I wasn't there!

Lucy 30/12/2018 at 1:27 pm

People at work say they are entitled to a refund but we don't offer them (except in extreme cases but generally not). Is there a concise thing I can say that explains that a refund on a product they changed their mind about isn't a statutory right? Thanks I always panic a bit when someone gets funny about refunds

Beth 05/12/2018 at 11:39 pm

Hi to ever reads this - can you lend some advice. I have made a purchase to a online company for a service i did not receive. This was through pay-pal and was for the sum of £740 pounds. The company said they would give me what i ordered for within 7 days. I have not received anything and they are wanting me to pay a further £350.00 to complete the work. This was not in the original quote. I have spoken with pay-pal and have an opened a case for items not received and awaiting for the sellers response. Pay-pal tell me that even with the case open, if the seller sends something via email to me and screen shots it as proof they have while the case is open and then sends it to pay-pal as proof they sent something, that Pay-pal can close the case i will loose my money. Even if it is not what i asked for are paypal allowed to do this? even if it is not what i asked for. The company is a fraudulent company and has several negative reviews online.

Jorden 13/11/2018 at 6:32 pm

I purchased two security cameras and paid for installation though a company. Upon installation one of the camera's was deemed faulty and we sent this back paying for special delivery on postage as we have 1 year warranty. A new camera has been sent out and we have asked for installation and our postage back.
The company have said all they can do is set up installation again but we pay this AGAIN at half the price.

Is this against my statutory rights? On their website it only states they will not refund for installation services.

Toff 02/11/2018 at 5:04 pm

I bought an item of clothing in a store at £185 20 days ago. On trying on at home the item unfortunately didn’t fit. On returning to the shop with proof of purchase I was told a refund l, exchange or credit note was only available within 7 days of purchase. Therefore, I have to keep the item. Is this against my statutory rights?

mmw3105 29/10/2018 at 12:08 pm

Hi- i ordered a specific sofa from SCS to replace part of a suite that got damaged during renovations, however i received the sofa and it was not the item i ordered - it was a completely different colour and style, i rang SCS and they apparently have to check with the manufacturer to see if they have sent the wrong item? the delivery note says the item i ordered but the item received is definitely not that one, i have asked them to collect it and they have said until it is inspected they cannot collect it without charging me £79 and cannot issue a refund either until they inspect it to make sure it is the wrong item. i did purchase it online, and through a credit agreement - i have contacted the credit provider to put a hold on the agreement whilst this is sorted. What else can i do?

N sando 14/09/2018 at 4:06 pm

Bought a bed Nov 17 time base replaced march 18 it had sunk in on edges, the replaced it no problem by Aug 18 this one has done the same, so we have bought a bed from somewhere else. They have collected it sent it away for inspection and we bought a new mattress as we needed to try something else (only on bed a month) they say this is why but 1st base did exactly the same. They will give new base (Which I don't want now) or they will give me £50 the base was £120 am I entitled to a refund as the product is faulty and not fit for purpose thank you

vec34 29/08/2018 at 4:12 pm

I purchased a PS4 Pro bundle online from a high street toy retailer - I got the console and a game for £349.99. Had I bought the console alone from this retailer, I would have also paid £349.99. 2 weeks later, the console became faulty.I contacted Sony, but they couldn't sort the issue so I contacted the retailer. They said I could return in-store.

I took it back today. They would only refund me £309 - the console minus the game, stating that the 'console was faulty, not the game'. I said that was unfair - I now have a £45 game that I can't play! But they would not budge. So I have the game, and a bad taste in my mouth.

Is their behaviour legal? If I bought a dining room table and chairs and the table was damaged, I wouldn't be expected to pay for, and keep, the chairs, so why am I being made to keep this game!?

I purchased this online so I know I'm protected by distance selling regulations but I'm not sure what this means in practice!

OnlineShoppingRights Editor 07/08/2018 at 12:23 pm

This depends on the description of the goods. Perhaps adding larger stones will negate the need to remove the fragments in the overall scheme of things?

bry 05/08/2018 at 7:49 pm

I ordered a bulk bag 900 kilograms of pebbles each between 40 and 90 mms in size. The price included delivery. The pebbles were delivered and bag emptied in situ. Some of the pebbles were the correct size but mixed in were fragments and smaller pebbles. The retailer says their supplier apologises and has 'kindly offered' 100 kilograms of stones of the correct size. My questions are is 'who is responsible for doing the very hard work of removing all the pebbles by hand in order to sort out the correct size pebbles and set aside the fragments? Then who replaces all the stones that are good and who gets rid of the fragments? Rather than doing all this work myself could I ask under the Consumer Rights act 2015 the retailer to collect the stones and fragments and give me a full refund as they are not all 'as described' ie between 40 and 90 mm in size. Would it be a problem that 'some' of the pebbles are correct? At present the retailer says he is waiting to hear from his supplier.

OnlineShoppingRights Editor 05/03/2018 at 3:53 pm

We're not sure to be honest but if the offer was £30 off a spend of £175 or more, and you return some of the items - then you haven't actually spent £175.

N 03/03/2018 at 9:54 am

Hi there, I was just wondering and it may be a stupid question... but I placed an order on the largest online fashion website whilst they had an offer on. £30 off £175 spend. Due to sizing/unsuitability I returned £65 worth of my £185 order. But they have only refunded me £35 telling me they’ve taken the £30 discount off. Surely as I’ve paid full price for £145 of my order I should get my full amount back unless I am to send anything else back for a refund?
Thanks

OnlineShoppingRights Editor 23/01/2018 at 12:08 pm

The company states that they will refund if you have received an address the wrong colour. In general bespoke items are not covered by your consumer rights for online returns. If however, they are of unsatisfactory quality/faulty you should be given a refund. The small claims court is your best option.

Dee 20/01/2018 at 8:52 am

Hello. We ordered some dresses from the Hebeos website and they arrived. Both arrived too small and one in the wrong colour. The dresses are of a really low quality and do not actually fit the product description. Hebrides have stated that we cannot return the dresses. Is this against our consumer rights?

Kind regards

Dee

OnlineShoppingRights Editor 13/12/2017 at 2:05 pm

Check the terms of the guarantee to see whether the company should be honouring the guarantee itself. In terms of your consumer rights as it's more than 6 months since purchase, you will need to get some kind of proof (from an expert) that the fault was there at the time of purchase/that the items were not of satifactory quality or fit for purpose. If the company refuses to compensate, it might be worth seeking advice on your chances of success in the small claims court for the replacement of the doors.

Vinod 11/12/2017 at 2:22 pm

Hi...
We purchased a new build house just over 2 years ago. The kitchen has been supplied by Symphony kitchens who give 5 year guarantee. Parts of cabinets have discoloured e.g doors and we raised issue with House builder who has said it matter for Symphony kitchens to resolve as it over 2 years.
Symphony kitchens have stated the issue is due to " unintentional neglect of the product" and that the matter is closed!!
We have followed guidance i.e. we regularly clean and wipe the units to ensure they are kept in good condition, we do not use any chemical sprays or solution on the units, we use a hot damp cloth.
Can we challange Symphony kitchens under the Statutary Rights??

OnlineShoppingRights Editor 27/11/2017 at 2:48 pm

No they gave you the choice over whether to buy it or not. You could have tried to negotiate with the retailer, based on the misleading nature of the posters, but they're not under any obligation to sell at the lower price.

Hammie 23/11/2017 at 9:56 pm

Hi there
I was in a shop specifically to purchase a hoover which was on offer at £34.99 regular price £39.99

There was a large poster displayed that stated 10% of now £34.99

When I went to pay she said £39.99 I pointed to the poster and she stated the offer was over and they had not taken the poster down

I purchased it as it was the one I wanted but now want to know if I could have insisted on getting it at the advertised price

Would appreciate any advice

Caroline

OnlineShoppingRights Editor 25/07/2017 at 12:32 pm

Since it was an online order you have an automatic right to cancel within 14 days of receiving the items, you then have 14 to return them. The retailer should refund you within 14 days. Call their customer services number 0344 875 5222. As it's Mothercare's error they should refund the cost of returning the items.

Jack 22/07/2017 at 12:46 pm

My wife ordered a new mobility scooter 15 days ago being told it would be delivered in 10 days but in meantime was loaed free of charge a used one. She paid in full. The loaned scooter is a great disappointment and she believes a new one will not suite. She wants to cancell the order and be refunded. The agreement says "no cancellations allowed' Is there any rights for me/she to challenge this please

rob 18/07/2017 at 7:42 pm

hi,
I ordered a sand pit from mother care online on the 29th june for a birthday on the 8th July,the delivery time frame was 5 days so no problem.
I had not received or had any e-mail regarding delivery by the 5th july so I rang and e-mailed customer service.
I rang 3 times all calls took 45 mins to answer and they could not help as they didn't have a tracking number and could only see the same as me(order pending)
I e-mailed and again no help at all,no idea when I would receive my order.
I requested them cancel my order by e-mail as It was to late for the birthday and i needed to buy another one and I was concerned that I would end up paying for two.
they replied on the 10th July to say they would cancel the order so I thanked them by e-mail.
on the 16th July my order turned up and I was duly charged,so now I have two sandpits and I have paid for two.
I have contacted mother care customer services twice since to request that the money be put back in my account as It had made me overdrawn and i would incur charges.
Mother care customer services have not replied.
Any advice

Ms.CP 16/06/2017 at 7:37 pm

Hello, I was wondering if you could be of any help to me. I purchased a Louis Vuitton hand bag from selfridges 2 months ago, I still have the receipt, it has only been worn on ONE occasion and the plastic covering is still on the front lock. For some reason unknown to me the leather on the back side of the bag has started to bubble, it has been sent back to Louis Vuitton for two opinions and on both occasions they have stated they're not willing to take any action, no repair, no refund, no exchange, simply as they believe it's due to 'wear and tear'. Sorry but I don't believe one wear defines adequate use to blame this issue on wear and tear. I was wondering where I could go from here and if you could be of any help.
Thanks

Juliet 26/05/2017 at 11:55 pm

Hi .. i buy online a mk jetset red large cross body bag offered £30 online it was showed 8 left. After i ordered its showw 7 left.
They have confirm my oder. But after the next day they have send me email the produck of out of stock and theyre giving me my full refund. I think they have lied and made a mistake online putting that amount. And now refuse to give me the product.
What should i do?

Thanks

OnlineShoppingRights Editor 24/05/2017 at 2:35 pm

We are not sure whether it's a legal right. You can demand a VAT receipt from a VAT registered retailer (we think they actually have 30 days in which to provide these too). On zero VAT rated items and in non registered retailers there doesn't seem to be a legal requirement to provide a receipt.

tk 23/05/2017 at 1:05 pm

Refectory at our work never gives me receipt when taking card payment, I have asked them again and again but they refuse by saying that the card reader from Lloyds is incapable of printing a copy. I am sure this cannot be right, even though the machine are not printing a copy then they must give that receipt to us, because the bank must be notifying them by some means. I am very annoyed with them as I keep all my receipts to match statements. What are my legal rights on this , anyone to advise?

Patrick 22/04/2017 at 12:14 am

Approached in store to ask if I wanted to take out a credit card ... not to ask if I required assistance ... approached as a hard sale for a credit card. I personally feel harassed in this instance ... is this fair sales?

OnlineShoppingRights Editor 09/03/2017 at 2:33 pm

Yes if you buy in a shop, it's up to the retailer to decide whether and how they will accept returns (unlike online purchases where you are able to return items within 14 days if you're not happy with them). You should always make yourself aware of a retailer's returns policy. It's common for retailers not to accept returns if the tags are removed. If the item was faulty you would be able to return it with just a proof of purchase.

Kev R 08/03/2017 at 2:10 pm

I purchased some Levi jeans from our local shopping centre I got them home and took the labels off but then when I tried them on they were slightly too long in the leg. I returned to the shop with the jeans and labels and till receipt only to be told I could not exchange them for a pair that did fit. Their ratonale was they were an international product and therefore could have been brought elsewhere and also the labels were removed from the jeans meaning they were not in a resalable condition. Upon looking at the receipt it says "in a resalable condition, including package and tags" no reference to the tags being attached to said jeans. I contacted their customer services who said the store was refusing to budge on this. Who is right?

OnlineShoppingRights Editor 01/03/2017 at 12:32 pm

Not enough information...is it faulty? what's the fault? what did you report and who to? When did the fault occur? Lots more required before we can give any useful information. In general at this stage it's up to you to prove that the fault was there at the of purchase. In general your recourse is via the retailer and not the manufacturer.

Tilly 27/02/2017 at 6:02 pm

I bought a sofa which is only 1year 4month old from amazom and the manfactures are refusing to repair or replace the item for me

loulou 11/01/2017 at 6:09 pm

I ordered two pairs of Havaiana flip flops from the Havaiana site the total payment was £23 when they arrived VAT had been added on.
One pair was not what I expected from the thumb nail picture so requested a refund I now find I have to return them to Italy and have them tracked at me own expense, the invoice states they were shipped originally from Ireland, it will be expensive to ship back to Italy is there anything I can do, i thought distance selling returns were postage paid
please help

Kaz 27/11/2016 at 11:23 am

Looking through face book i came across an advert advertising a lengthening mascara. I filled in my details ready to purchase but did not put my bank details in. As the total cost was two items and £4.95 shipping. I came off the site without filling anything else. I recieved an email daying thank you for my order. Believing that they would realise i had not paid, would not send the product. When they sent an email saying it had been shipped. I emailed back asking why they had sent the product as it wasnt pried as advertised and to cancel this order. They replied that they were a danish firm who sent out products when people land on their sight. They will not send a return lable and itwill cost me over £7 to send this product back. But fear even if recorded delivery is used they might say they have not recieved. What shall o do?

simons 50 10/11/2016 at 7:27 pm

I bought a ring from swarovski in may 2016 for my wife it cost £120.00 & came with a two year warranty. The crystal stones fell out despite following the company care manual so we took it back hoping for a exchange only to be confronted with a barrage of accusations of not following the company manuel from the well versed & rude staff .
We called customer services who said we could have a exchange or a gift card but following the bad experience with the rude staff & not convinced the new ring will last i would like a refund & i'm not sure if i'm entitled to one. We have had the ring for six months but with it coming with a two year warranty we don't know our rights can you help us please.

OnlineShoppingRights Editor 02/11/2016 at 10:42 am

If the item is faulty you do not have to pay to get the item returned (the retailer is responsible). If it's not faulty you still have the right to return it within 14 days but may have to pay the cost of this...check the retailer's terms and conditions to find out.

Lotters 01/11/2016 at 1:40 pm

Hi - I would like to return a heavy product that I bought online for a refund. The delivery charge I paid was high due to the weight of the item. Can I expect to have this initial postage charge refunded along with the actual cost of the item? Is it true that I also have to pay another postage charge to return the item to the seller for the refund?

OnlineShoppingRights Editor 01/11/2016 at 9:56 am

We think that the consumer rights legislation should cover this and it sounds as though the retailer is trying to avoid complying with it. You have a right to cancel an order for goods bought online for up to 14 days after you receive them.

PhilCwm 01/11/2016 at 7:42 am

Hi, I ordered a coat online (which was indicated as being in stock) then received an email from the retailer a day or two later saying that it wasn't in stock. A short time later I received another email saying that they had sourced the correct size and to ignore their recent messages and that they would send the coat as soon as possible. (Note: this coat is not personalised, made to measure or anything)
On receipt of the coat my partner decided (immediately) it wasn't for her and wished to return it, when I requested a return the company told me that as they had bought the coat in, that their terms and conditions excluded them from having to provide a refund, they state this in their returns policy - 'If your product has been ordered in especially for you it is not eligible for a refund'. To be honest I hadn't read their terms, but when ordering 'unseen' items of clothing I'd always assumed you had the right to return them.
So, are they correct in that they don't have to provide a refund? Thanks.

OnlineShoppingRights Editor 04/10/2016 at 2:14 pm

You should take up any warranty issues with the warranty company this is separate from your consumer rights. As for your rights as a consumer in general you'd expect a leather sofa to last more than 12 months if it's not had excessive wear and tear. The Consumer Rights Act 2015 says that if it is more than 6 months since you purchased the product, you must prove that the product was faulty at the time of purchase, you might need an expert to prove this. You don't need the actual receipt as proof of purchase, a retailer has to also accept other evidence such as a bank statement, account records, packaging etc

den 03/10/2016 at 7:34 pm

I bought a corner sofa online it is still under warrantee the leather has started to split.i contacted the company as it is less than 12months old they are refusing to help as I cant find the receipt even though I pointed out that as I have an account with them and they could check my purchase history i can also provide evidence from my bank and PayPal .where do I stand.

Harry 26/08/2016 at 7:16 pm

Hi I purchased a bed from online. When it was delivered it wouldn't fit up the stairs so we had to refuse delivery. It's worth pointing out here that They didn't ring or email to say when the delivery would be just had a man knock on the door so it was lucky I was in.

When I contacted them to ask for a refund they said they would refund less a £80 charge for their direct carriage. Can they do this ? They are saying it is in their terms of sale but can they still apply this charge? Pls can someone help !. Thanks

OnlineShoppingRights Editor 13/06/2016 at 12:58 pm

This depends on whether the item was new, whether it was bid for or bought on "by it now" etc. This Which Guide might be useful to you.

Pammy2704 10/06/2016 at 3:01 pm

I bought a sofa from a shop on ebay. After just 7 weeks of using the sofa the faux leather has stated tearing away from the stitching. We are currently frighten to sit on it as afraid it may split completely. Do i have the right to ask for a refund? They have offered me a goodwill gesture of £50 and keep the sofa which considering i paid nearly £400 for it i found quite insulting as we cant use it. They also offered a replacement but only if i return in original packaging but i dont have that as i did not expect a sofa to do that after only 7 weeks. Thanks

OnlineShoppingRights Editor 26/05/2016 at 10:53 am

As it's not a UK company it will be more difficult to take action under the Consumer Rights Act. However when shopping online within the EU you have to be clearly informed about the total price of the goods or services inclusive of all taxes and additional charges and you should explicitly acknowledge, for instance by pressing a button or similar, that you are aware that placing an order implies an obligation to pay. A trader is not permitted to charge you for these services unless you explicitly opted for them. Using a pre-ticked box on the trader's website does not constitute such consent and you would be entitled to reimbursement of any payment which has been collected in such a way.
If you think the contract was not obvious when you purchased the samples, then you should speak to someone at your local Citizen's Advice Bureau to see if they can contact the firm on your behalf to negotiate at least a partial refund - you must return the items that you've been sent, unopened first of all.

Phil 23/05/2016 at 2:19 pm

I bought 2sample face creams on the internet not realising I was entering into a monthly subscription -I have just received an order and the cost is astronomical £89.99 for one and 79.99 for another
The company won't do anything I have now cancelled all but am left £150.00 out of pocket
What can I do it's a company in Holland
I'm a single parent I can't afford to lose this kind of money
Desperate

Freda 11/04/2016 at 7:58 am

I am in dispute re a car bought last year from a known garage, that now needs work done on it.

The car needs a new seat belt sensor, under the terms of the warranty they are saying it is out of warranty

The warranty states that it runs from 30th June 2015 for 9 months. I managed to get an appointment on 31 St march 2016 at the garage, for them to assess the work to be done, now the warranty company are disputing whether it's in date, under warranty for the work to carried out without cost to me, where do I stand?

Sparky 03/02/2016 at 12:30 pm

I bought a TV in Greenock he showede it working in the shop but when he took it to my house he didn't set it up so me and my misses moved it on the stand and there was a crack on it so I went back round with my warranty and he said it been in your house what am I going to buy a big TV then break it I want my money back he had a cheak he tryed to sell me another TV

rudy12 03/12/2015 at 11:21 pm

A leaflet dropped through my door advertising Oral-B toothbrushes for £19-97. I went along to Asda to purchase the toothbrush, but was told that the price in the brochure was a printing error, and the actual price of the toothbrush was £29-97. Am I entitled to buy the toothbrush at the price advertised in the brochure?

OnlineShoppingRights Editor 14/10/2015 at 12:03 pm

What have you purchased? Contract? Mobile phone/device? Broadband etc? If it's a contract and you entered into it over the phone, online or on your doorstep, you have 14 calendar days to cancel the contract under the Consumer Contracts Regulations.

granddad 13/10/2015 at 10:48 am

Do I have a cooling off period from EE phone company

OnlineShoppingRights Editor 17/09/2015 at 10:00 am

Can you not log in to your account or ask for a statement to see if there has been any activity that was not yours?

P.L.Price37 16/09/2015 at 12:00 am

How do I find out if someone has highjacked my account if they are in another country using different currency

OnlineShoppingRights Editor 15/07/2015 at 10:05 am

@ruggerfan. Take it back to the retailer, you should not have expected it to breakat this stage. You should expect a repair. There may be a small charge as you have not recovered the stone that fell out.

Rugger Fan 10/07/2015 at 1:45 pm

I bought a diamond ring at a high street jewellers on 28th May this year (5 weeks ago). A stone has fallen out (don't have the stone). What are my rights? Can I get a full refund, exchange or repair?

OnlineShoppingRights Editor 13/07/2015 at 10:04 am

@neil. No you don't really have any consumer rights in a private sale, but you should not have to return it. You could however be effectively handling "stolen property". Check with Citizen's Advice before you decide.

Neil 07/07/2015 at 11:32 am

Yesterday I purchased an iMac from an individual via a Facebook sellers page for the local community. Today she has messaged me to say she needs it back for a full refund as the Bailiffs are chasing her from Brighthouse (yesterday she told me it was purchase from a local Curry's electrical shop!) and that if it's not back with them in the hour she will be arrested!
I've told her to pass on the money I gave her to reduce her debt and look at other property liquidity as it's not my problem.
However what are my statutory rights? Do I have any? Am I obliged to give it back or is it not my problem?

OnlineShoppingRights Editor 26/06/2015 at 12:27 pm

@Jen. Consumer legislation does not cover the return of "non-faulty" goods unless the order was made online. Some retailers have a goodwill policy where they will accept the return of unused items but they do not have to.

Jen 22/06/2015 at 11:55 am

Hi, I bought too many slabs last Friday from a small building merchant, I asked them if they would take them back today Monday, and was told no, as they would b second hand, they have not been touched and are stacked outside, like at the shops yard. Thank you

OnlineShoppingRights Editor 17/06/2015 at 2:01 pm

@Alfie. Watches are not necessarily constructed to be able to withstand being dropped on a hard floor unless it was sold as such. Your son might find it difficult to get a result from the retailer. Is it covered by your household insurance?

Alfie 12/06/2015 at 10:33 pm

My son bought an armani watch with his 18th birthday money for £175 from house of fraser . Two days later he went to wear it for the first time as as he did up the strap it slipped and dropped on the floor. The watch face cracked and will need repaired or replaced. Should this happen so easily? I would have thought a watch of this quality should have been a little bit more resistant to wear and tear. Have I any rights to a refund as I'm not sure he wants to keep a watch which is so fragile

OnlineShoppingRights Editor 01/06/2015 at 12:41 pm

@Puma61. You should really have rejected the sofa when it was delivered (i.e told the delivery men to take it back). Since you didn't, the retailers has the right to refund, repair or replace. You should not be put to significant inconvenience or wait an unreasonable length of time if a repair is offered though.

puma61 29/05/2015 at 10:41 am

I have just taken delivery of my new sofa. We ordered it roughly 10 weeks ago from a local store. Obviously we were able to see the showroom version at the time. The sofa arrived shrink wrapped and the delivery men unwrapped it. It is white leather and when unwrapped it has dirty marks on and what they thought may have been glue marks. Some of the stitching is also not very straight. The store are aware and we have been told they will probably send someone out to clean it. However I am not impressed as I don't feel a new product should require cleaning. We need to use it as our original sofas were removed for delivery. As we had not seen our finished product until delivery do we have any rights under the 'distance selling act'? I appreciate we saw the same model in the showroom but that wasn't the one that was delivered. The store manager is due to call us but not for another three days. Meantime we have no choice but to use it.I would like it refunded.However, if we have to use it does it then render it non returnable.

OnlineShoppingRights Editor 15/05/2015 at 11:48 am

@Don. First check to see what the terms of the warranty are (i.e whether a time limit is given for any repair work). Secondly the Sales Goods Act simply says for faulty goods (usually under 6 months old) the "repair must be done within a reasonable time and without causing the buyer significant inconvenience". That is of course a bit subjective...If you feel you have to wait too long you may be entitled to: a partial refund or compensation.

don 11/05/2015 at 11:30 am

I have a cooker that is 10 months old, and have had to wait a week for the engineers to come out to diagnose the fault (three burnt out items were found ), now im having to wait another week for the them to come and repair it, is there a rule or guideline to how long a person has to wait for a repair under warranty?

OnlineShoppingRights Editor 05/05/2015 at 11:06 am

@Daztc.If you return something to a shop within the first six months, the responsibility falls on retailer to prove the goods were not faulty when sold. So as long as the toy is in really good condition and assuming you still have the box/packaging and receipt (or proof of purchase), you should be able to take it back.

Daztc 27/04/2015 at 5:26 pm

We bought a construction set for our grandson for Christmas 2014. It was for a older age and was put away til his birthday this April . When opened we found a part missing. Although this was purchased in October 2014 and its now April 2015. Are we stil entitled to replacement or refund. What are our rights

OnlineShoppingRights Editor 29/04/2015 at 12:00 pm

@rupert. You've been misled by the description and the item has turned out to be something other than that which you thought you were buying. You can get a refund or a replacement under the Sale of Goods Act.

rupert 24/04/2015 at 12:44 am

Hi my partner recently purchased a diamond ring for me for our engagement... But when we got ring looked at independently it was not the grade we thought we had paid for. We was given a certificate from shop that we brought ring from but partner didn't realise it was.just there own and gia cert. I'm not sure what I can do... Please help as we are very disappointed
Thanks

OnlineShoppingRights Editor 13/03/2015 at 10:06 am

@lauren666 - Firstly, why did they knock £10 off the price? If your Nan paid £45 for it (assuming she bought it relatively near to period she gave it to you), you should have received a full refund, replacement or repair - unless you did not have the receipt...you have not made that clear. Treat your current bag in the same way, take it back (with the receipt) - you should expect a bag to last longer than 2 months even if it only cost £35. They should offer you a replacement or repair. They may offer you a partial refund as you've already had two months use out of it.

Lauren666 10/03/2015 at 2:41 pm

I got a bag for Christmas as a gift from my Nan costing £45.00 after two weeks of having it the stitching in the corner started to come away, so I took it back to the store near to me. They told me that because it was summer stock they would have to knock £10 pound off the price of a new bag. I got a new bag for £35.00 and having this bag for 2 month the handle as snap. What should I do ?

penelopeja 21/10/2014 at 3:10 pm

I recently purchased a designer bag through a discount website Brandsvillage for £671. They took the funds as soon as i ordered and received the bag a month later. The bag was fine, but realised i couldnt really afford it, so i returned the item within 5 days via special delivery. This has now been 10 days after they have received my item and have sent them e-mails to confirm receipt of it. I'm now a little worried as after reading the t&c it refers to making a refund via store credit. Are they able to do that? Do they not have to credit back the card i paid with? I'm also yet to hear back from them that they have received my bag.

OnlineShoppingRights Editor 19/09/2014 at 12:46 pm

@I. It's 9 months after the TV was purchased so you have had ample time to purchase the skype accessories. Currys cannot really predict which accessories/cameras will become obsolete. There will still be plenty of places where you can purchase the relevant camera though.

j 18/09/2014 at 1:22 pm

I bought an lg smart TV from currys in January 2014 so I could use Skype.last week I went to buy the video camera for this particular TV only to be told by curry and lg that they no longer make/supply this camera and the new one out is not compatible with my TV. What are my rights.

special kay 16/09/2014 at 9:24 pm

My husband bought me an expensive engagement ring less than 12 months ago (11months) and 1 diamond has come loose. What are my rights??

Kerry 25/08/2014 at 2:24 pm

I sell children's clothing from a shop and online. I have a policy online which states sale items cannot be returned or refunded. (I lose money from discounted products and then shipping costs and bank charges) can you tell me first of all if I am correct in having this policy?
Secondly, I have had a customer who returned something and claimed she should get a refund and claimed "14days for online goods statutory". Is this also allowed?

Thank you for your help.

ScBen 19/08/2014 at 3:16 pm

I sold a customer some canned drinks way back in December 2013, today 19th August 2014 the customer rang to say they had stored it in a garage and it was now leaking and some of the cans were empty and they wanted a refund. The cans are barely in date and as eight months have passed were do I stand.

OnlineShoppingRights Editor 02/06/2014 at 2:29 pm

@Polly. What kind of proof of posting did you choose? Recorded delivery requires a signature and registered post tracks the process. If it was simply a proof of postage receipt, your best option is to make a compensation claim directly from the post office. They will investigate and try to establish whether the watches did in fact arrive or are genuinely lost.
Whilst everyone knows Credit Card payments offer protection for purchases - you may also find that your debit card provider offers similar protection. Some debit card companies like Visa Electron and Maestro (and others) have something called Chargeback which you might want to investigate further - so if all else fails try your card provider.

Polly 01/06/2014 at 1:52 pm

I purchased a set of watches costing £30 which I paid by debit card. They were not suitable due to the wheel for setting time would not function. I returned them the same day I received them but the supplier claims they have not reached them.I have proof of posting. What if any are my rights ?

Dissatisfied 30/07/2013 at 6:08 pm

I booked a seat on an airline on their website which was at a cheaper price if purchased online but more expensive via phone, so I booked online and when it came to paying, their system failed 3x so I had to make the booking via phone at an extra cost of £150, my question is am I entitled to claim back the extra I paid, as it was their system that failed

Lgw 25/06/2013 at 1:49 pm

I order washer dryer online, but didn't notice that the invoi e stated two identical machines. When one was delivered I signed delivery note again not noticing it said 2 items. Delivery men didn't mention a second machine, so I received only one but have paid for two. How can I deal with this? Does delivery note have any legal status?

jumpforfun 04/04/2013 at 12:12 am

I bought a trampoline for my son for Christmas. He loves jumping so I thought this would be a good way to relieve energy during the winter months. He got it on December 25th and at the end of January I noticed a small hole near the edge. The next day it ripped. It barely lasted a month. This toy was a total waste of my money! Not only would I not recommend this toy I would avidly tell people not to buy it!

david 23/03/2013 at 7:00 pm

i purchased online a iws dwc 12 pot system what iws manufacture and when it come the pots were not right the lids did not match the pot they have tried to make it look like iws but it has 2 different manufacturas and when i told the shop they said iws had changed there pots but i phoned 5 hydrophonic shops with iws and explained to them and they said nothing has changed this is a brand new system and that tha pots i have and lids have nothing to do with iws
this means the shop is trying to defreud me and i have paid 540 pound they said we have sold loads of systems so how many people have been defreuded the where do i stand thank you

kit 23/01/2013 at 3:37 pm

this is a consumer rights question: i had a new shower fitted in sept 2012. in dec 2012 the on/off valve broke leaving pressurised water gushing from the outlet. i turned off the mains supply but water continued to leak more slowly. i had to call out an emergency plumber who charged me £456 to replace the broken part. the manufacturer/supplier of the shower has agreed to replace the broken valve but will accept no responsibility for the bill i incurred. is there any way in which i can gain compensation from the manufacturer who is also the supplier for this enormous bill? as a footnote, i had to ring several plumbers, including local, none of whom could come the same day so i had to resort to this online emergency service. this plumber took 90 minutes to unscrew the broken part and fit a replacement. i was told the cost would be £84 per half-hour or part thereof, but who could imagine a simple job like that would take 90 minutes to complete. yes, i feel completely ripped-off. if the shower had been fit for purpose i wouldn't now be £456 out of pocket.

alansmith 01/12/2012 at 9:54 am

i ought some tiles from a Tile giant store last saturday they said i could return any unused tiles for a refund. in the leaflet they gave me it says
"simply return the items within 28 days of collection from the store in their original condition, together with a receipt as proof of prurchase."
I have returned then but could only find the credit card slip not the other part of the reciept they gave me they now say I can only have a credit note as I dont have the till receipt. The Tile Giant store is in West Yorkshire. can I press for a refund without the other till receipt?

CJ 13/11/2012 at 2:24 pm

I recently sent some flowers to my gf, I ordered 12 red roses but that was not what arrived, I contacted the company who said they were in the right to change the order if they did not have what I ordered in stock, I have never seen a flower shop that didn't have any red roses for one and also the bunch was coloured flowers. what are my rights

mimi 07/11/2012 at 5:30 pm

i bought a quilt from textile direct online jan 2012 it has not been washed
but has gone all lumpy,i phoned them up and they said they can not do
do anything about it even thou it is under 12mths old because they have
not had any other complants ,what can i do?

M 12/08/2012 at 8:25 am

I see many questions ? but no answers, please tell me where they are.

alderwish 05/08/2012 at 10:28 am

i booked a holiday on line yesterday i have paid a 500 deposit fter this i received some bad news about a family member i really do not want to go on holiday according to there coditions i will loose my deposit i was wondering if i could cancell the holiday under the distance selling regulatins act 7 day cooling of period any advice would be good thanks for your time

Spash 05/06/2012 at 5:19 pm

bought a pair of trainers, size 2 for my grandson from sports direct. one of the velcro tabs dropped off within 7 days. took them back and was told they had to get clearance from the manufacturer. 3 weeks later went back to the store and was told the guy who deals with it hasn't been to see them.

I expect under statutory rights that faulty goods should be either replaced or refunded.
I wasn't asking for a refund, just an exchange.

Nearly a month later, my grandson is still without trainers!!!???!!!

Please advise my rights.

Thanking you in anticipation.

Pat

D 08/04/2012 at 9:20 am

I have ordered a product online and paid by credit card. I have a major repair bill to pay and cannot really justify my purchase now. Can i cancel? the product has not been delivered nor any date set for delivery yet ...

regards

G 13/03/2012 at 12:23 pm

Bought a garden furniture set online for £149 from one of the major supermarkets, they debited my card and sent me an email stating it was my proof of purchase. They also gave me a delivery date. They have now refunded my account and have told me that it was advertised online at the wrong price that it should have been £498, however I had already paid for it, had my proof of purchase and a delivery date, where do I stand?

jamesmshaw 05/05/2011 at 4:07 pm

Just a question really. If I have flowers delivered and they are in a bad way i.e dead, dying or headless do I have a right to complain? If so what can I accept compensation wise?

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