NEWS
Shopping tips for Christmas
With the Christmas shopping season well under way, here are some Shopping Tips for Christmas to help shoppers avoid problems and get the best deal.
BEFORE YOU BUY & HOW TO BUY
Start shopping as early as possible to take advantage of pre-Christmas sales and the widest choice
Decide how much you are going to spend on everyone and write lists of everything you need to buy. Keep to your lists and try to avoid impulse buys.
Shop around and compare prices. Different shops can charge different prices for the same items. This is legal. It can be very annoying to see something you have just bought much cheaper in the next shop.
Buy from reputable traders. Don’t fall for counterfeit goods. Clothes, CDs computer games, DVDs perfume, aftershave and videos are all popular with counterfeiters. Look at the price of the goods. If it is too cheap, it is probably fake. Check the quality of the packaging and check for spelling mistakes.
Beware of scams especially of sites that say “this is not a scam” - reputable traders don’t need to say this.
SHOPPING TIPS
1. PRESENTS
When buying presents, always keep receipts just in case there is a problem and they need to be returned.
It is a good idea to check that presents are in working order as soon as you've bought them rather than wrapping them up immediately, as faulty goods should always be returned as soon as possible after purchase.
There is no legal right to a refund or replacement if an item is the wrong size, colour or style, or it's an unwanted present. The main exceptions are if the seller specifically agreed to a refund or exchange on return of the goods and for certain home shopping purchases (see tip 9), which can be cancelled within seven workings days of receiving the goods.
Check whether you have any additional rights, over and above your legal rights, under the seller's 'goodwill policy'.
2. GOODWILL POLICIES
Christmas is the season of goodwill, and many shops have 'goodwill policies' of their own. This means the retailer will provide a 'no quibble' refund, credit note (often valid for 3, 6 or 12 months) or allow you to exchange goods within a specified period, even if they are not faulty.
Check with the shop if it has a goodwill policy before you buy, particularly if you are purchasing the item for someone else. This will help prevent problems if the goods aren't suitable.
3. SALE OF GOODS ACT
The Sale of Goods Act says goods must be:
• 'of satisfactory quality' which means 'standards that a reasonable person would regard as acceptable', bearing in mind the way they were described, what they cost and any other relevant circumstances
• 'fit for their purpose', which includes any particular purpose mentioned by you to the seller, for example, if you buy a computer game and say to the trader that you want to play it on a particular console, it must be compatible
• 'as described' on the package, display sign or by the seller.
4. FAULTY AND MISDESCRIBED GOODS
If goods aren't of satisfactory quality, fit for their purpose or as described, you have a right to return them and get your money back, provided you inform the shop you want to return the goods within a reasonable time. While there is no set time limit, the quicker you report the problem, the easier it will be to obtain a refund.
You are not obliged to accept a credit note, vouchers or the offer of a repair if goods are faulty or misdescribed and they are returned within a reasonable time.
With presents, usually it is the person who bought the goods who should take them back, but in practice it is normally proof of purchase - such as a receipt - that retailers will insist on. While you have the same rights even if you lose the receipt, it is useful evidence of where and when you bought the goods, although credit or debit card receipts could also be used as proof of purchase.
5. MANUFACTURERS
While the law says that it's up to the seller to deal with complaints about defective goods, you may have additional rights under manufacturers' guarantees. You are usually required to send off details such as your name and address and date of purchase to validate the guarantee so if you want this additional protection, make sure you have fulfilled all the necessary requirements.
6. SALES GOODS
Your rights apply equally to goods bought in a sale. You should ignore any signs which say otherwise as they have no legal effect. In fact, traders who do so can be prosecuted by trading standards. Some sales goods may be reduced because of slight defects so check carefully. The seller is not obliged to give you your money back if you are complaining about faults pointed out prior to purchase, for example, on signs or labels.
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7. GIFT VOUCHERS
Many people don't realise that gift vouchers are only valid for a certain time, typically 12 months from the date of purchase, and they aren't normally exchangeable for cash. You may be offered vouchers when returning faulty goods, but you don't have to accept them, as you are entitled to a cash refund. It is up to you.
8. SECOND-HAND GOODS
When you buy on the high street you have the same rights, but you must take into account that second-hand will not be of the same quality as brand new. Examine goods carefully before you buy.
You can still claim your money back or the cost of repairs if the goods are faulty, unless the faults are the wear and tear normally to be expected with second-hand goods, were pointed out to you or were obvious when you agreed to buy the goods.
You have fewer rights when you buy privately. In a private sale, the goods must only be 'as described', and don't need to be 'of satisfactory quality' or 'fit for their purpose'.
9. HOME SHOPPING
Internet shopping is becoming very popular and you have extra rights when shopping from home. There are also pitfalls. Buy from well known traders and get their actual addresses and telephone numbers. Pay for items over £100 by credit card – this gives you extra protection but make sure you are buying from a secure site when you give your credit card details. Never send your credit card details by e-mail.
If you buy goods or services from a catalogue, on the internet or by any other form of 'distance selling', you additionally have the right to:
• clear information before placing an order
• written information about a purchase, including a description of the goods, the price and any ordering or delivery charges
• a 'cooling off' period during which an order can be cancelled without any reason and a full refund made – this is typically seven working days from receipt of the goods. There are some exceptions, for example, if you remove the packaging on CDs, DVDs or computer games.
• a full refund if goods or services are not provided by an agreed date or within 30 days of placing an order if no date was agreed.
10. CREDIT CARD PROTECTION
If you have bought goods on a credit card and the cash price of the item is more than £100 (and not greater than £30,000) both the supplier and the credit provider have the same liability to you. This means if the supplier goes bust before you receive the goods or the contract is broken, you can make the same claim against the credit provider that you would have brought against the supplier. This also applies to purchases made overseas.
11. AMAZING OFFERS
Always be wary of offers that seem too good to be true, because they probably are. Misleading advertisements or sales pitches typically include false promises about what products can do, conceal or leave out important facts or create a false impression in some other way.
Use your common sense, ask questions and ask to see the goods. Also consider whether you'll be able to easily contact the seller if there is a problem. Don't rush into a purchase you might regret.
12. COMPLAINING
Go back to the seller, with proof of purchase, keep calm and be sure of your facts. Explain your problem, what you want done and set a deadline. If you are not satisfied, write a letter of complaint to the company's head office, consumer complaints department or Chairman. Persevere, as you may need to send a follow-up letter. If this fails, contact Trading Standards, your local Citizens Advice Bureaux OR Consumer Direct (08456 040506)
TOP 10 TIPS ON RETURNING GOODS AFTER CHRISTMAS
1. Go back to the shop as soon as possible, but NOT on the day they start their sale!
2. Do not remove labels if you think goods might be unsuitable and may have to be returned.
3. Keep unsuitable goods safe and secure and preferably not in a smoky atmosphere
4. Bring the receipt – most shops ask for this when unsuitable goods are being returned.
5. Check the shops policy. If the shop says its policy is to offer exchanges or credit notes on unsuitable goods – THIS IS REASONABLE
6. Know your rights. If you have bought faulty goods you can ask for a refund or a repair or a replacement. Exactly what you are entitled to depends on the particular circumstances of your complaint
7. Remember shops do NOT have to give refunds on unsuitable goods unless this was agreed before the goods were bought
8. Being told you can bring goods back does NOT necessarily mean the shop will give a refund. It may just be offering an exchange or credit
9. Different shops have policies on unsuitable goods. This is legal. In law shops do not have to make any offer at all when someone is returning unsuitable goods.
10. KEEP CALM – DO NOT LOSE YOUR TEMPER!
Do not be rude about the item, especially if the person who bought it is with you. Be polite and friendly and expect the assistant to want to help you – they usually do! Smile! It can work wonders.
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