From returning goods to digital protections, a quick guide to the consumer rights you do and don't have
The ‘young guy at the checkout’ then asked his manager if he should give Margo back her 30 quid and the manager said no
“He said it may be a re-call issue and that the manufacturer would have to go back through their records to check out details related to the product.” She was “pretty busy” the following day when the call came but it was brief as the only update the manager had was that the manufacturer was still reviewing their records in relation to care instructions for the jumper and that they hadn’t got a response to give for her yet.
“He said he would need to phone me on Monday with another update. I told him I wanted the jumper back and that he could phone me with the update. He proceeded to pull out his phone and wanted to take a picture of my name and phone number on his phone which I was not happy with and instead asked him to take the paper copy of my contact details. Again I was left bemused by this response.”
Having said that, the shop is not in breach of any laws and is clearly following what it believes to be the correct steps. It is the retailer who gets to choose which of the three Rs gets offered first. And more often than not their first choice is a repair. They do not have to give you a replacement product while yours is in for repair either and they are entitled to investigate the cause of the issue before deciding on any course of action.
As an aside we were amazed the manager was promising to send the jumper back to the manufacture, have it assessed and get the results back to Margo within 24 hours – that seems optimistic at best.Less than 24 hours later we heard from Nikki who believed she was also being given the runaround. If you buy a product that has a two year warranty and it breaks after 23 months and is replaced with a brand new product, more often than not the warranty on the new product will either not be given or will last only for whatever time is left on the original warranty.
Warranties are often offered by manufacturers but statutory rights trump them every time. Under the Sale of Goods Act, consumers have up to six years to seek redress for faulty or defective items. If you are returning something bought because it is in some way flawed you do not need a store receipt only proof of purchase. That can take many forms, including credit card receipts.
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