Citizens Advice Wiltshire also offers top tips to help consumers shop safely this year:
- It’s the seller’s responsibility to make sure the item is delivered to you. Check the delivery address you gave the seller and contact them to ask where your order is.
- If the seller claims they've delivered it or don't know where it is, you can ask for a redelivery. You might be able to get a refund in some circumstances.
- If something’s gone wrong with an item you’ve bought, you might be entitled to a refund, repair or replacement. You’ll have legal rights if the item you bought is:
- broken or damaged ('not of satisfactory quality')
- unusable (‘not fit for purpose’)
- not what was advertised or doesn’t match the seller’s description"
- If you buy in store, you don’t have a legal right to return goods if you’ve simply changed your mind. Lots of shops have their own policies and do allow this, but time limits can vary.
- If you buy online you usually get a right to cancel, known as a cooling off period, but there are exemptions including bespoke or personalised goods, and computer software where the seal is broken.
- Pay by card so you have another form of protection if there’s a problem. The other way would be by making a chargeback or section 75 claim to your card provider.
- Be cautious if you’re asked to pay in an unusual way such as in iTunes vouchers, crypto currency or via bank transfer as this could be the sign of a scam.
- Get proof of your return - a receipt from a shop or proof of postage. If you pay for return postage check the service you use covers the value of the goods.
- Using a service that includes tracking means you can prove when a trader received your return.
Consumer Awareness Week 2024 (29 January - 4 February 2024)
- Raise awareness and understanding with consumers on how to shop wisely, what to look out for, and what to do if things go wrong.
- Educate consumers on their rights, particularly when shopping from online marketplaces.
- Empower consumers to seek a remedy if things go wrong.
- Raise awareness of where consumers can go if they need more advice and help with an issue.
What else can you do to shop with confidence?
Useful links
- Our consumer advice pages, including the following advice pages for when something's gone wrong with a purchase:
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- Return faulty goods
- Claim using a warranty or guarantee
- If a company stops trading or goes out of business
- If something is advertised at the wrong price
- Report fake or counterfeit goods
- If something you ordered hasn't arrived
- If you think you've bought stolen goods
- Claim compensation if an item or product causes damage
- Getting your money back if you paid by card or PayPal
- If you're unhappy about poor service
- Our Consumer template letters
- Consumer Service Helpline details
- Consumer Friend website