Consumers across the Bradford district are being warned to know their rights if they want to return unwanted or faulty Christmas gifts.
West Yorkshire Trading Standards said contrary to popular belief, customers were not automatically entitled to an exchange or refund for any unwanted, inappropriate or ill-fitting goods. Legally, consumers are only entitled to a refund if an item is not as described, not fit for purpose or not of satisfactory quality.
However, customers may be able to take advantage of goodwill policies.
Some stores will offer returns policies allowing customers to exchange unwanted items, obtain a credit note or a refund, but these are not obligatory and shops can set their own terms and conditions.
Bradford councillor Val Slater, (Lab, Royds), chairman of the trading standards committee, said: “Making sure that you know your rights when it comes to buying and returning gifts may save you some real time and effort. A cash refund for unwanted items won’t always be offered, but you may be able to request an exchange or a credit note, so it’s worth acting quickly.”
Graham Hebblethwaite, chief officer of West Yorkshire Trading Standards, said: “If your goods are faulty or damaged, then you must stop using them and try to return them as soon as possible, along with proof of purchase.
“If there is no fault it is worth checking the policies for individual stores to see if you will be allowed to exchange goods or get a credit note.”
If people are asking for a refund or an exchange, they will normally be expected to provide a proof of purchase such as a receipt or a bank/credit card statement. The situation can be different for goods bought online.
Online shoppers usually have the right to cancel their orders for up to seven working days after delivery, so buyers who receive goods just before Christmas may have a small window of opportunity after the big day to cancel and request a no-quibble refund.
In this case the online trader must provide a full refund within 30 days, including the original postage charges, although the customer may have to pay for the cost of return carriage.
There are some items which cannot be cancelled such as perishable goods or goods made to order.
Anyone tempted to sell unwanted items via classified advertisements or online auction sites has a responsibility to accurately describe the goods they are selling. Failure to do this may lead to a claim being made against the seller.
Further information about consumer rights and advice on solving disputes can be obtained by calling Consumer Direct on 08454 04 05 06 or visiting the website at consumerdirect.gov. uk.
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