Do you know your consumer rights?

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By Luke Jovetic
Know Your Money Editor

A new government-backed campaign has been launched to try to ensure that Britain's shoppers are receiving a fair deal.

The Know Your Consumer Rights initiative is a joint project between the Department for Business, Innovation and Skills (BIS), Consumer Direct and Consumer Focus.

The three organisations have come together to offer advice about understanding your consumer rights, a few of which may come as a surprise to people and help them become savvier shoppers.

Britain is losing out

Britain is known for having a culture of not wanting to complain when something is not quite right, but the tide could be turning as with the impact of the recent economic turbulence, some Brits may have realised that they are fully entitled to speak up.

A recent report from the government's Business Department revealed that consumers lose out on almost £5,000 across the course of their lifetime because they fail to take problematic items back to the shops.

The survey of 3,000 adults also found that half had an item at home they wish they had exchanged or received a refund for and one-third admitted to owning up to five faulty goods that they had done nothing about.

So, ultimately there must be some reason why shoppers are choosing not to save themselves money and take items back to the shop when they are unsatisfied with them.

The research discovered that embarrassment or nervousness may play a major part in why so many Brits are letting money that they are entitled to go to waste, as more than one-third of those who took part said they felt these emotions about returning to a store to ask for a refund or an exchange. A further one in five felt intimidated about the prospect of going into the store.

Although this might be a trend that is common across much of the UK, certain regions found the task easier with people in the north-west coming out on top, while Londoners were the most unlikely to back an unwanted item.

Consumer minister Kevin Brennan said: "We want to do all we can to encourage people not to lose out financially because they don't know their rights.

"Now is the time to brush up on your consumer rights so you can return any faulty or unwanted goods with added confidence."

Know your rights to save money

Shoppers who are aware of a few simple rules could find the process of returning a product much easier.

BIS research found that almost half - 46 per cent - of all women think they will be refused a refund if they fail to show a receipt. However, all that is required is a proof of purchase, such as a bank statement, cheque stub or credit card slip.

Consumers may also benefit from being aware that different rules apply for a product they have bought online as they are entitled to a seven-day cooling off period from the date the goods are received.

A full refund can be obtained for the items, no matter what the reason. This even applies if you have simply changed your mind.

However, this is not the case on the high street and retailers are not legally obliged to provide a refund if you have decided you no longer want a product.

Savvy shoppers should also act quickly when returning something as if goods are faulty then they need to be returned to the shop in a reasonable amount of time. Checking the receipt when purchasing something might give you some indication of that retailers terms and conditions.

It may be worth being aware that any claim for repair or replacement of faulty goods within six months of purchase requires the retailer to prove the item was not faulty when it was originally sold to you.

Michele Shambrook, operations manager at Consumer Direct, said: "Of course, it's nerve-wracking if the shop assistant refuses to give you an exchange or refund, but knowing your consumer rights will give you the confidence and tools needed to take goods back."

If you are still having problems and a retailer is failing to acknowledge or respond to your consumer rights and you live in England or Wales, you can file a claim against with the small claims court for items that are worth under £5,000.

Important Notice
This guide is intended for general information only and is not intended as, and does not constitute, any form of advice, recommendation or endorsement by us of any particular product(s) or services and you should rely on your own further research and professional advice in relation to your specific requirements and circumstances before purchasing any products or services. Use of this guide is subject to the Terms of Use of the KnowYourMoney site.