Goods and services

1. The retailer has told me to contact the manufacturer. Is that right?

No.

Your statutory rights are against the seller not the manufacturer. You may have additional rights under manufacturer's guarantee.

2. Do I have to accept a credit note?

No.

If you are legally entitled to a refund or repair, then you are within your rights to refuse a credit note. If you are not entitled to anything, then a credit note may be your best offer. Be aware though, that once you have accepted a credit note, you cannot later change your mind even if you would have been entitled to a refund. Basically, you have accepted the retailer's offer of resolving your problem.

3. I have had my goods for a couple of months. Does that mean I can't ask for a refund?

You can ask, but the trader can refuse.  You have a short period of time to examine goods to see if they are satisfactory.  After that time, and there is no specific length of time laid down by law, you are deemed to have accepted the goods.  After that time you may be able to ask for a replacement, repair or price reduction.

4. How long do I have to make a claim?

6 years

Although the longer the time between purchase and problem the more difficult it will be to prove it is not the result of wear and tear.

5. Everything comes with a 12 month warranty doesn't it?

No.

Guarantees and warranties are voluntary and are in addition to your statutory rights. They are usually given by a manufacturer but can be offered by another third party. They can vary in the length of time they run for and what they do and don't cover. Any terms and conditions will apply so that if a guarantee says you have to send the faulty item to London for example, you will be expected to do so. Extended warranties are often purchased and some are backed by insurance companies.

6. I've ordered something and it hasn't been delivered on time. How long do I have to wait?

Once either a specific or estimated delivery date has passed you can do what they call 'making time of the essence'. Basically it means you introduce your own delivery deadline into the contract, after which time the trader is in breach if the goods are not delivered. You must do this in writing and keep a copy yourself.

This page was last updated on 3 October 2009