FAQs for Consumer Issues

There are 13 Frequently Asked Questions in this section.

Click on a question to see the answer:

1. Money Advice
   Where and when can I get advice about my debt?

2. Money Advice
   What is the difference between Debt and Credit?

3. Money Advice
   Will the details about my debt problem remain confidential?

4. Consumer Advice
   I have just bought a TV that is faulty. Is it the manufacturer's responsibility to rectify any faults?

5. Consumer Advice
   I have just bought some shoes which are defective. The shop will only offer me a credit note. Is he right?

6. Consumer Advice
   I have just purchased something that I do not like anymore. Does the shop have to refund my money?

7. Consumer Advice
   I have accepted a credit note from a shop, but they do not have anything that I like. Can I now demand that the trader gives me the cash?

8. Consumer Advice
   I took some faulty goods back to the shop, but the manager pointed to a notice which stated " No Refunds". Is this correct?

9. Consumer Advice
   I went to a "sale" and bought a kettle which is now faulty. The shop will not accept any liability, as they were sale items. Is he right?

10. Consumer Advice
    I bought some clothes, which I have now found do not fit me. The trader will not take them back and give me a refund. Is he correct?

11. Consumer Advice
    I have bought a dvd player that is faulty. The shop is unable to find out what the fault is and wants to send the dvd player back to the manufacturer. Can he do this?

12. Consumer Advice
    I was given a present which has developed a fault. The shop will not accept liability even though the goods were purchased from him. Can he refuse to deal with me?

13. Consumer Advice
    I allowed a salesman into my house and signed a contract for home improvements. Can I cancel the contract?

Answers:

1. Money Advice
   Where and when can I get advice about my debt?

   You can get details regarding contacting us on the Inital Advice page.

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2. Money Advice
   What is the difference between Debt and Credit?

   Full details are available on the Money Advice Debt page.

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3. Money Advice
   Will the details about my debt problem remain confidential?
   Yes - further details are available by clicking on the Inital Advice page.

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4. Consumer Advice
   I have just bought a TV that is faulty. Is it the manufacturer's responsibility to rectify any faults?

   The law considers that the seller of the goods is always liable for breaches of contract, such as goods being faulty, so, even if there is a guarantee, the seller must rectify the faults if you ask him to.

   The manufacturer will only have liability if the goods are covered by a guarantee, and then only if the guarantees the fault in question. The manufacturer may be liable, e.g. if you are injured by an unsafe product, or if the manufacturer was negligent. If you suspect this, get some further advice.

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5. Consumer Advice
   I have just bought some shoes which are defective. The shop will only offer me a credit note. Is he right?

   No

   If you have acted quickly enough, you are entitled to reject the goods and get a refund.

   If you have not acted quickly enough, you are entitled to a repair, a replacement, a reduction in the price or to rescission. You do not have to accept a credit note.

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6. Consumer Advice
   I have just purchased something that I do not like anymore. Does the shop have to refund my money?

   No

   You are only entitled to a refund if the goods are defective, not as described or not fit for their purpose.

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7. Consumer Advice
   I have accepted a credit note from a shop, but they do not have anything that I like. Can I now demand that the trader gives me the cash?

   No

   You are not entitled to a refund once you have accepted a credit note.

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8. Consumer Advice
   I took some faulty goods back to the shop, but the manager pointed to a notice which stated " No Refunds". Is this correct?

   No

   Shops cannot restrict their liability for faulty goods. In fact these notices are illegal and the trader should be reported to Trading Standards.

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9. Consumer Advice
   I went to a "sale" and bought a kettle which is now faulty. The shop will not accept any liability, as they were sale items. Is he right?

   No

   You have the same rights when buying "sale" goods as when you buy a brand new item. However, if the price has been reduced because the item was damaged, you cannot complain about the damage.

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10. Consumer Advice
    I bought some clothes, which I have now found do not fit me. The trader will not take them back and give me a refund. Is he correct?

    Yes

    You only have a claim against the seller if the goods are faulty or misdescribed.

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11. Consumer Advice
    I have bought a dvd player that is faulty. The shop is unable to find out what the fault is and wants to send the dvd player back to the manufacturer. Can he do this?

    Yes

    Although he is liable under the Sale and Supply of Goods Act, if the shop is unable to ascertain the cause of the defect, it would be reasonable to seek a second opinion from the manufacturer.

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12. Consumer Advice
    I was given a present which has developed a fault. The shop will not accept liability even though the goods were purchased from him. Can he refuse to deal with me?

    Yes

    Under the Sale of Goods Act 1979, only the person who purchased the goods has a right to seek redress for faulty goods.

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13. Consumer Advice
    I allowed a salesman into my house and signed a contract for home improvements. Can I cancel the contract?

    Yes

    If the contract was signed as the result of an 'unsolicited' visit and is over £35, you have a seven-day period during which you can cancel without any financial penalty.

    If the salesman ‘cold called’ you then arranged a visit this is still unsolicited

    You have to be given a cancellation notice and the trader can be prosecuted by Trading Standards if the salesperson fails to provide the notice. You also have cancellation rights if you sign a credit agreement in your home where the salesperson introduced you to a finance company. The law allows you a cancellation period of five days, which begins on the receipt of a signed copy from the finance company.

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