If things go wrong

If goods are faulty when you first inspect or use them, go back to the shop, say that you cancel the purchase and ask for a complete refund. If you prefer, you can accept a repair or replacement.

If the goods break down through no fault of yours, after you have used them for a time, you may still be entitled to some compensation. In some cases it would be reasonable to expect a complete refund — if, for instance, without misuse your shoes came apart after only one day's wear, or your washing machine irreparably broke down after only three wash days. But if your washing machine worked perfectly for a while and then broke, you could only expect some of the purchase price back. You and the supplier must negotiate a reasonable settlement.

You need never accept a credit note for faulty goods. If you do so, then later find you don’t want anything else in the shop or store, you may not get your money back.

If you have to spend money as a direct result of goods being faulty, you can also claim this from the shop. You could, for example, claim the cost of using a laundry while the washing machine wasn't working. But you must keep such expenses down to a minimum.

There are four golden rules:

1. Examine the goods you buy at once. If they are faulty, tell the seller quickly.

2. Keep any receipts you are given. If you have to return something the receipt will help to prove where and when you bought it.

3. Don't be afraid to complain. You are no asking a favour to have faulty goods put right. The law is on your side.

4. Be persistent (but not aggressive). If your complaint is justified, it is somebody's responsibility to put things right.

Remember:

1. You can't complain about defects that were pointed out to you, or that you could reasonably have been expected to notice.

2. Stop using the item as soon as you discover a fault.

3. You are not entitled to compensation if you simply change your mind about wanting the goods.