Consumer Rights

When you buy goods - clothes, cars, food, even pets - and services (such as from a mechanic or an internet service provider), you usually have certain rights.

If there's a problem, you might be entitled to anything from a replacement to your money back or compensation.

Legal rights

Legally, goods should be:

• of satisfactory quality.
• fit for the purpose.
• match their description.

And services should be:

• carried out with reasonable care.
• finished within a reasonable time (or time agreed).
• provided at a reasonable cost (or cost agreed).

Extra rights

Stores and traders sometimes give you additional benefits. Many will let you return something you don't like, for instance, but legally they don't have to do this.

Sale goods and second hand items

You'll still have rights. However, if you are buying from an individual private seller (e.g. in a car boot sale), you may have far fewer rights and they can be harder to put into effect.

You need to take into account the cost paid for something and whether or not faults were pointed out to you or were obvious at the time of purchase.

Shopping online

Your exact rights often depend on whether you are buying from an official online seller or an individual. Sometimes there are extra rights when purchasing items online - for instance, there's usually a 7 day 'cooling off' period after you receive the goods if you change your mind.

If you have a problem

Try to sort things out as soon as possible. You'll usually need proof of purchase (such as the original receipt) or copies of any agreements you signed. See the Citizens Advice Bureau.