Are you a savvy
shopper?
www.consumerline.org
www.consumercouncil.org.uk
Q1. You bought a new top on the high street last week but you
have since changed your mind and want to take it back. What are
you rights?
• You can insist on a refund
• You can insist on getting an exchange
• You can insist on a credit note
• You do not have any rights
www.consumerline.org
www.consumercouncil.org.uk
Q2. You purchased a TV yesterday, but when you installed it at
home, it doesn’t work. You return it with a receipt to the shop. The
staff agree it’s faulty but say you have to accept a repair. What are
your rights?
• You can reject the goods and ask for
a full refund
• You are only entitled to a repair
• You will have to pay for a repair
www.consumerline.org
www.consumercouncil.org.uk
Q3. You purchased a watch from a high street shop five months
ago and it has stopped working. You have returned it with a
receipt to the shop and they agree it’s faulty but only offer you a
repair. What are your rights?
• You can reject the goods and ask for a
full refund
• A repair would be a reasonable offer
• You are entitled to a new watch
www.consumerline.org
www.consumercouncil.org.uk
Q4. Any white goods you buy must:
• Be of satisfactory quality, fit for
purpose and as described
• Last for 6 years
• Come with a manufacturer's warranty
www.consumerline.org
www.consumercouncil.org.uk
Q5. You go to a shop and select a leather skirt priced at £15.
When you get to the till, the sale’s assistant says it’s been wrongly
priced and should be £51. He refuses to sell them at the cheaper
price. What are your rights?
• You can insist on paying only £15
• You don’t have the right to buy at £15 but
you could inform Trading Standards who
investigate pricing errors
• You are entitled to the goods free of charge
because of the mistake
www.consumerline.org
www.consumercouncil.org.uk
Q6. You buy a pair of shoes online. On arrival you realise they’re
not quite the colour that you wanted. Can you return them and ask
for your money back?
• No
• Yes, you have 28 days to change
your mind, return the goods and
claim a full refund
• Yes, you have seven days to
change your mind and return the
goods for a refund but the retailer
can make a reasonable charge to
cover the return shipping costs
www.consumerline.org
www.consumercouncil.org.uk
Q7. You bought a hairdryer two months ago and now it doesn’t
work. You return it to the retailer who says that you must have
misused it and that you need a report to prove that it’s faulty
before he has to do anything. Is this correct?
• Yes, the onus is on the customer to
prove that the goods are faulty if this is
disputed
• No, for the first six months there is a
presumption that the goods had an
inherent fault when sold, unless the
retailer can prove otherwise
www.consumerline.org
www.consumercouncil.org.uk
Q8. If you have suffered a breach of contract after paying for
something by credit card, you can make a claim against the credit
card issuer as well as, or instead of, the supplier, but under what
conditions?
• The cash price for a single item
purchased is between £100 and
£30,000
• The cash price for a single item
purchased is between £1,000 and
£300,000
• The transaction takes place in the UK
only
www.consumerline.org
www.consumercouncil.org.uk
Q9. You bought a lamp in the January sales at a vastly reduced
price but soon after the lamp shade snaps off. What are your
rights?
• You don’t have any rights on
sale items
• You have exactly the same rights
on sale items as you do on full
price goods
www.consumerline.org
www.consumercouncil.org.uk
Q10. You’ve had double glazing installed by a local trader. You
didn’t get a written quote before the job started and the final bill
has come in at three times more than you expected. You are happy
with the quality of the work done but where do you stand about
payment of the bill?
• You have no rights if a price wasn’t
agreed in advance and the work has
been done properly
• You don’t have to pay anything at all if
you think the trader is trying it on
• If you didn’t agree a price in advance you
may be able to argue that the price is
unreasonable and negotiate a reduction
www.consumerline.org
www.consumercouncil.org.uk