Your rights when you buy in a shop (2024)

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  • Introduction
  • Before you buy
  • What you can expect from your product
  • If things go wrong
  • Returning something you don’t want
  • How to complain
  • More information

Introduction

The Consumer Rights Act 2022 introduces new rights when you buy in a shop. This page explains these consumer rights. They only apply if you bought something in a shop on or after 29 November 2022.

You have slightly different rights if you:

  • Bought on or before 28 November 2022
  • Bought something online

Before you buy

You have a legal right to the following information before you buy:

  • The seller’s business name, address and phone number
  • Product details (if not already clear)
  • Total price, or how it will be calculated
  • Length of the contract
  • Any extra charges, for example, delivery or postal charge
  • Your right to cancel, where it applies

The information must be clear, understandable and given to you before you buy.

Sellers must not make false claims that would influence your buying decisions. A seller who makes a false or misleading claim about a product is committing an offence and can be prosecuted.

Find out more about terms and conditions, unfair commercial practices, advertising and pricing.

What you can expect from your product

When you buy a product, you make a contract with the seller. The seller must always provide products in line with the contract.

Under consumer law all products you buy must meet certain conditions. The product must:

  • Be fit for any purpose you brought to the seller’s attention
  • Be fit for all purposes which it is normally used for
  • Have the qualities and features of similar type products
  • Fit the description, type, quantity and quality agreed in the sales contract
  • Be durable and of expected quality for normal use
  • Meet the quality of any sample or model you were shown
  • Match any advertisem*nt or labelling
  • Have the necessary functionality, compatibility, interoperability and other agreed features
  • Come with all accessories mentioned in the sales contract and with the correct instructions
  • Have the spare parts covered in the contract
  • Be installed correctly by the seller (if applicable)
  • Have information on digital updates that support the product, if applicable. You can get updates once or continuously

You have the same rights when you buy at full price, reduced price (for example, in a sale) or buy a second-hand good (if bought from a business).

In some cases, you are restricted by a seller’s shop policy or terms and conditions, for example where you simply change your mind – see ‘Returning something you don’t want’ below.

Read more about your rights as a consumer.

If things go wrong

Under consumer law you are entitled to certain remedies when something you buy does not meet the conditions outlined earlier – see ‘What you can expect from your product’ above.

A remedy can be a:

  • Repair
  • Replacement
  • Refund
  • Price reduction
  • Short term right to cancel

Read more about faulty goods and guarantees and warranties.

You do not have an automatic right to a refund when returning something you bought in a shop because you have changed your mind.

If there is nothing wrong with the item (for example, there is no fault) you have no legal right to return the goods. Whether or not you can get your money back depends on the seller’s returns policy.

However, many sellers voluntarily allow customers to return or replace goods during a certain time period. The seller may offer a refund, exchange or credit note as a goodwill gesture. Check what the seller’s returns policy is before you buy.

If the seller accepts returns, you usually must:

  • Make sure the items are in good condition
  • Keep the original labels and tags attached
  • Have proof of purchase (for example, a receipt)

The Competition and Consumer Protection Commission (CCPC) has more information about changing your mind.

How to complain

You have rights if the seller does not meet their obligations to you.

If things go wrong, follow these steps

  1. Bring the product back to the seller with original packaging (if possible) and proof of purchase such as receipt, bank or credit card statement, or invoice
  2. Explain what the problem is and how you want it corrected
  3. If needed, follow up with a written formal complaint

Get more help if you want to complain.

More information

Read more from the CCPC on buying and returning goods.

You can also read about the Consumer Rights Act and what it means for you.

Page edited: 6 December 2022

Related documents

  • Your rights when buying services

    Find out about the new rights you have when you buy a service under the Consumer Rights Act 2022.

  • Your rights when you buy a financial product

    Find out about the rules that banks and other financial services firms must follow when you buy a financial product.

  • Your rights if you bought in a shop on or before 28 November 2022

    This page explains your consumer rights if you bought something in a shop on or before 28 November 2022.

Contact Us

If you have a question about this topic you can contact the Citizens Information Phone Service on 0818 07 4000 (Monday to Friday, 9am to 8pm).

You can also contact your local Citizens Information Centre.

Your rights when you buy in a shop (2024)

FAQs

Your rights when you buy in a shop? ›

The Consumer Protection Act

What are shopping rights? ›

Shop right, in United States patent law, is an implied license under which a firm may use a patented invention, invented by an employee who was working within the scope of their employment, using the firms' equipment, or inventing at the firms' expense.

What are your rights as a consumer when buying products? ›

The Right to Redress – To receive a fair settlement of just claims, including compensation and repairs. The Right to Consumer Education – To acquire knowledge and skills needed to make informed, confident choices about goods and services.

What are the six basic rights of consumers? ›

The six basic rights are:
  • The right to be safe. Manufacturers should cause no harm. ...
  • The right to choose freely. ...
  • The right to service. ...
  • The right to be informed. ...
  • The right to education. ...
  • The right to redress and be heard.

What are the trading laws that protect buyers rights? ›

The Federal Trade Commission Act (FTCA), first enacted in 1914, is an important federal consumer protection statute. It created the Federal Trade Commission (FTC), which is charged with enforcing antitrust statutes and promoting consumer protection.

What 3 rights do consumers have? ›

the United Nations' Assembly adopted the universally and internationally recognized eight basic consumer rights. There were the original basic rights, which are: the right to choose, the right to safety, the right to be informed, and the right to be heard.

What is a rights purchase agreement? ›

Rights purchase agreements are the broadest form of purchasing a property from a writer or other owner. They can be used to purchase anything from a movie script to a book to a short story and can be tailored to a myriad of purposes.

Can a merchant refuse a refund? ›

Merchants are required to accept returns in certain situations. Some states have laws governing the disclosure of refund and return policies. But these laws don't guarantee that getting a refund is possible in all cases.

Do stores have to honor price mistakes? ›

The law. It's generally a myth that retailers must honor a posted price if it's simply a mistake, although some stores might do so as a matter of policy or on a case-by-case basis.

What to do if a company won't refund you? ›

Check your contract or product packaging to see what a business requires. Your state consumer protection office or bar association might be able to suggest alternative dispute resolution programs in your area. Small claims courts can resolve many financial disputes. If all else fails, consider a lawsuit.

What is the Bill of rights for customers? ›

President John F. Kennedy introduced the “Consumer Bill of Rights” in 1962. Every consumer has four fundamental rights: the right to safety, the right to choose, the right to be heard, and the right to be informed.

What are the 7 consumer rights? ›

Consumer Rights and Responsibilities
  • Right to safety.
  • Right to choose.
  • Right to be informed.
  • Right to consumer education.
  • Right to be heard.
  • Right to Seek redressal.
  • Consumer Protection Act.

What are the universal rights of a consumer? ›

Consumer rights can be defined as the right to safety, the right to be informed, the right to choose, and the right to be heard. These rights were meant to ensure consumers' fair treatment and that they had the information they needed to make informed decisions about the products and services they bought.

What is unfair trade rules? ›

The phrase unfair trade practices can be defined as any business practice or act that is deceptive, fraudulent, or causes injury to a consumer. These practices can include acts that are deemed unlawful, such as those that violate a consumer protection law.

What are the rights of consumer and buyer? ›

These rights are Right to Safety, Right to Information, Right to make Choice, Right to be Heard, Right to Seek Redressal and Right to Consumer Education.

What is the Consumer Protection Act from unfair trading? ›

The Consumer Protection from Unfair Trading Regulations 2008 (known as the CPRs) control unfair practices used by traders when dealing with consumers, and create criminal offences for traders that breach them.

What does it mean to buy rights? ›

Purchase Rights means a security or contractual right in securities issued or issuable on the exercise of options, warrants or other beneficial interest in securities obtained for value upon the issuance of securities, or on conversion of other securities.

What are buy out rights? ›

Buyout agreement (also known as a buy-sell agreement) refers to a contract that gives rights to at least one party of the contract to buy the share, assets, or rights of another party given a specific event.

What are five consumer rights? ›

Consumer rights are consumer protections that encourage businesses to produce products and services that will be beneficial and safe for consumers. In this lesson, we will identify and discuss the five major rights of consumers: safety, information, choice, voice, and redress.

Do you get paid for a shopping agreement? ›

Shopping agreement

This is usually a shorter period than under an option, such as six to 12 months, and often for little or no payment to the rights owner. The benefits to the rights owner are the producer's experience and connections.

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