Press Release

Your statutory rights are not affected – but just what are they?

4 September 2007

Which? is launching a shoppers’ rights campaign today in London’s Carnaby Street after discovering how few people know their statutory rights.

Lawyers and advisers from Which? will give shoppers in one of Britain’s busiest shopping streets on-the-spot advice and help dispel common myths and confusion about returning goods, listed on which.co.uk/shoppersrights.

A survey by the consumer champion* found that over a third (35 per cent) of people who have tried to return an item to a retailer or asked them to replace it** have faced difficulties.

The most common reasons given by retailers for refusing to take goods back were that the item had been used, or that the shopper didn’t have their receipt.

On the other hand, around half those asked wrongly thought an item could only be returned if it was in the original packaging. If the product is faulty, though, it can be returned regardless. 

Meanwhile more than half wrongly thought they’d be entitled to a refund if they simply changed their mind, which isn’t true. Those under 35 were most likely to hold this misconception***.

which.co.uk/shoppersrights lists these common myths:

Myth – You have to complain to the manufacturer about faulty goods****
Truth – The retailer has to rectify any faults or problems, with a refund, a replacement or repair

Myth – You need your receipt to get a refund*****
Truth – You can use any proof of purchase, including a bank statement or credit card bill

Myth – You’re entitled to a refund if you change your mind, or get an unwanted present
Truth – A retailer only has to give a refund if there is the product is faulty******, but many will give a refund or replacement as a gesture of good will

Malcolm Coles, Editor, which.co.uk, says:

“Everyone’s seen and wondered about the phrase ‘your statutory rights are not affected’, but how many people actually know their rights?  We weren’t entirely surprised, when we looked into this, to find widespread confusion about what you can return, and why. Often, shop assistants are just as ill informed about shoppers’ rights as their customers.

“We’ve got Which? lawyers on hand to help any confused shoppers in Carnaby Street today, but we urge anybody who’s confused to log onto which.co.uk/shoppersrights to find out what their rights actually are.”

Notes to editors

People can order a free Which? mini guide to shoppers’ rights by calling 0800 533 008.

For further information, images of the Carnaby Street Shoppers’ Rights campaign launch or an interview, please contact Rebecca Leach on 0207 770 7561.

* Which? surveyed 1,005 adults aged 16+ by telephone between 17th and 20th August 2007.  The data has been weighted to reflect the GB population.
** In the last 12 months.
*** 60 per cent of women, compared to 50 per cent of men, and 71 per cent of those aged under 35 believe they are entitled to a refund if they change their mind. 49 per cent of over 35s believe this to be the case.
**** One in five (19 per cent) of people wrongly think that you need to complain to the manufacturer if an item is faulty.
***** One in five (18 per cent) of people wrongly think that you don’t need a receipt or proof of purchase.
****** Shoppers are entitled to a refund if a product is faulty, not fit for purpose or not as described, if they reject the product within a reasonable time period (typically a few weeks). After that time there are other remedies including replacement or repair.

 

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