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Business: Unit 3

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Accompanying worksheet

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Your rights when buying goods

If you buy a good and it is faulty, poor quality or not as described, you have a right to return it and ask for a refund, a repair or an exchange.

When you purchase an item such as a new shirt,you have a right to expect that item to be:

of satisfactory quality (taking into account the price)

fit for purpose (i.e. it should do what it is supposed to do!)

as described (i.e. is exactly as it has been described on the packaging or in an advert).

How might a piece of clothing not fulfil thethree requirements above?

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Your rights when buying services

When you buy a service, for example paying for your bike to be fixed, you have a right to expect the service to be carried out:

If you are provided with service that does not meet theserequirements, you may be able to ask for your money backor claim compensation.

with reasonable care and skill

within a reasonable period of time

for a reasonable price.

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Consumer rights: what have I learnt?

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Returning faulty goods

If there is a problem with something you’ve bought, it is important that you take it back to the shop as soon as possible.

You might think you need to have a receipt in order to return a faulty good, but this is not the case!

You do not legally have to provide a receipt, however, the shop will usually ask for some proof of purchase.

What could a customer show as proof of purchase?Why do you think shops ask for proof of purchase?

If you wait too long you could lose your right to a refund or replacement.

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What happens if I change my mind?

There are some exceptions to these returns policies. Can you think what they might be?

What can you do if you’ve bought something and there’s nothing wrong with it, but you’ve just changed your mind?

In these circumstances you do not have a right to a refund or exchange and the shop does not legally have to offer you one. However, most stores allow you to return or cancel goods or services within a certain period of time.

Many clothing stores offer refunds on items within 28 days if you change your mind.

Mobile phone companies often allow you to ‘test drive’ a phone before deciding whether to buy it.