In this column, I frequently discuss consumer rights related to shopping. Many readers reach out to me weekly, expressing frustrations with retailers who disregard the law, create obstacles to communication, or ignore refund requests. Last year, when I addressed this issue, my inbox was flooded with your feedback. Let’s revisit the false statements retailers feed us and introduce some fresh insights and precautions to consider.
When faced with the common excuse of being directed to the manufacturer by the selling store for faulty products or services, do not fall for it. If what you purchased is not as advertised, defective, malfunctioning, or lacks durability, the legal responsibility lies with the retailer, not the manufacturer. While seeking assistance from the manufacturer is acceptable for reputable brands or higher-end items, always inform the retailer first to allow them the opportunity to resolve the issue.
It is crucial to be aware that the clock governing your refund rights stops ticking once you notify the retailer of any problems. For instance, if you report a non-functional phone to the shop on day 28 post-purchase, you have effectively raised the issue within 30 days, entitling you to a refund by law, even if they redirect you to the manufacturer.
Why do so many individuals get wrongly referred to manufacturers in violation of regulations? Sometimes, misinformation spreads as ‘retailer urban myths’ within certain store branches or call centers. Stay composed and assert your legal entitlement to return goods or seek repairs.
A prevalent tactic is for retailers to shift responsibility to the customer for parcels that go missing. Remember, your contract is with the retailer, not the delivery service or manufacturer. The retailer is accountable for ensuring delivery integrity, including refunding damaged parcels or undelivered items, even if left in a designated ‘safe space’ per your instructions.
If you encounter challenges reaching online shops for reporting issues or changing orders, resorting to live chat is often the only option. Persist with the chatbot interactions or escalate to a human representative. Alternatively, utilize social media to connect with a human agent if needed.
In instances where refunds are not processed timely or entirely, you can resort to chargeback through your card provider. E-payment services such as PayPal offer buyer/seller dispute resolution mechanisms akin to chargebacks. Seek assistance from the Financial Ombudsman Service if necessary.
When dealing with overseas firms for cancellations or returns, be wary of receiving credit or vouchers as a diversion. Stand firm on your right to a full refund as per UK laws. Retailers are responsible for adhering to regulations, regardless of their base location.
Remember, for faulty or misrepresented items, you are not obligated to cover return costs. Refrain from accepting unjust return terms imposed by retailers. Thoroughly inspect items upon delivery, and promptly report any issues to ensure a smoother refund process.