Yahoo Finance Black Friday: What are your consumer rights?
When faced with cut-price deals and a time limit, it's easy to make a purchase you regret on Black Friday. Whether you've bought a laptop from a dodgy tech site, been sent a toaster that immediately turns your bread to a crisp or your spiralizer never arrived, you do have options.
No matter how good the bargain you bagged was, your consumer rights should never be affected. Ahead of the big day (24 November - mark it in your calendar), here are the steps you can take if something does go wrong.
Scams
With so many shoppers looking for bargains, Black Friday is an easy target for fraudsters. Try to use trusted websites, and look out for the 'https' locked symbol in the URL box – though this is by no means fool proof.
It's worth purchasing items worth more than £100 and up to £30,000 on a credit card, as they are then covered under the Consumer Credit Act. Under the Act, credit card companies are responsible for protecting you if there is a problem with the things you have bought or if the company you’ve bought them from goes bust.
Andrew Leakey, head of dispute resolution at Stephensons Solicitors, advises splitting the cost between a credit card and a debit card.
"You don't have to spend £100 on a credit card – you only have to put a deposit on the card if you're spending over £100. That way you avoid the fees but get the protection of the credit card."
Takeaway: Check websites are secure and use a credit card
Faulty goods
Under the Consumer Rights Act you have 30 days from when you bought a product to get a refund if the item is faulty and was purchased from a UK-based retailer.
You are also entitled to receive the refund within 14 days.
After 30 days, chances of a refund are less likely. However, you still have the right to a repair or a replacement for a period of up to six months. The Consumer Rights Act also covers digital rights, so things like apps, music, films, etc. are covered by the legislation.
Lewis Shand Smith, chief ombudsman at Ombudsman Services, has this advice: “If you are let down by a retailer, you have the right to complain. If you’ve spoken with the retailer and your complaint remains unresolved after a reasonable amount of time you can take your problem to the consumer ombudsman – a free and easy alternative to a small claims court. It takes just 10 minutes to complete an online form.”
Takeaway: Return within 14 days for a refund
Returns
This depends on the returns policy of the retailer. The general time limit is 28 days but some retailers have slightly different returns policies for sale items – make sure you check before you buy. Under consumer contracts rules, if you buy online you have 14 days from the point at which you received the item to return the product for a full refund if you change your mind.
"If you're doing it online you've got a bit more protection – the vendor may blame the delivery company but in the end it's reached you in a faulty condition," said Mr Leakey. "Your safest bet is the 14-day rule."
The other thing to watch out for is an online description which does not match the product. Again, this is covered by the 14-day rule. "This can particularly happen on sale days when it's busy and goods are not provided at the size or specification they were requested at," says Mr Leakey.
Takeaway: Return within 30 days for a full refund
Reselling goods
Things can get a bit technical with online vendor sites such as Amazon and eBay, where the definition of 'seller' and 'trader' becomes a bit of a grey area.
But essentially you just need to make sure the goods you intend to resell work and are of a satisfactory quality. "Make sure you get the descriptions right," cautioned Mr Leakey.
It doesn't matter if shoppers sell products for a higher price than they bought them – after all, that's pretty much what big businesses do.
Takeaway: Make sure items are in good condition before reselling
Late delivery
Parcels arriving late or not turning up at all are often the responsibility of the retailer.
If they're not delivered, the consumer contract regulations also cover you for a refund. Mr Leakey said: "Usually the delivery time is not covered by the contract, so you've got to give the vendor reasonable time for the product to arrive. If it doesn't come then, you're entitled to a refund."
If something is stolen from your doorstep, it's not usually the vendor's fault.
"Some vendors will be good quality and will say, 'yes, the goods weren't delivered to you – here's a refund'", explained Mr Leakey. "Others will say they were delivered and it's not their fault they were stolen."
Customers can complain that their item wasn't left in a secure place, but this is more difficult if the vendor argues that you requested for it to be left in that place.
In short: never ask for things to be left somewhere unsafe - always request a note to be left by the courier instructing you to collect it from your local post office or collection point.
Takeaway: Have items left in a secure place
Extended warranties
If you're buying something expensive it can be tempting to purchase an extended warranty as a safety net, but warranties only tend to cover faults with the item. Remember that under the Consumer Rights Act you have the right to a repair or replacement within six months of your purchase anyway. Therefore, you should take this into account before splashing out on a warranty.
Takeaway: Look carefully at what extra protection a warranty gives
