Website of the UK government

Shopping rights

When you go shopping anything you buy is covered by a law called the Sale of Goods Act 1979. This means that when you buy a product it should be:

• as described
  
• fit for purpose
  
• of satisfactory quality

As described

This means that the item you buy should be the same as any description of it. A description could be what the seller has said to you about the item or something written in a brochure.

Fit for purpose

What you buy should be able to do the job that it was made for. Also, goods should be fit for any specific purpose you agreed with the seller at the time of sale. For example, if you were looking to buy a printer and asked the seller if it would work with your computer then that advice has to be correct.

Satisfactory quality

Goods that are of satisfactory quality are:

• free from minor defects (problems)
  
• of a good appearance and finish
  
• strong and safe

• Sale of Goods Act 1979 Opens new window

Refunds

You can get your money back if an item is:

• faulty (it doesn’t work properly)
  
• incorrectly described
  
• not fit for purpose
  

If you find that the item doesn’t meet these requirements you can ask for your money back, as long as you do so quickly. Alternatively, you can request a repair or replacement or claim compensation.

You do not have a right to a refund if you:

• change your mind about a product
  
• decide you do not like it
  

Receipts and proof of purchase

You don’t have to have a receipt to get a refund. However a seller can ask you to provide some proof of purchase. This could be a credit card bill or bank statement.

Items bought in a sale

If you buy anything in a sale you are still covered by the Sale of Goods Act. You wouldn’t get a refund if:

• you were made aware of a fault before the sale
  
• the fault should have been obvious when you bought the item

Where to get help if things go wrong

First, ask the company to put things right - put your complaint in writing. If you are still not happy you may have to take the matter to court. Contact your local Citizens Advice Bureau for advice.

You can also get in touch with the local council’s Trading Standards office.

• Find your local Citizens Advice Bureau Opens new window

• Find your local Trading Standards office Opens new window

Your rights when you buy a service

If you are using a service such as hiring a builder or using a mechanic then you are covered by the Supply of Goods and Services Act 1982. This means that any goods supplied must be of satisfactory quality and any service you buy must be:

• carried out with reasonable care and skill
  
• carried out within a reasonable time and at a reasonable charge (if no charge is agreed in advance)

What ‘reasonable’ means will be different in each case. If you have a problem, you may need to ask the Citizens Advice Bureau what ‘reasonable’ is for your situation.

• Supply of Goods and Services Act 1982 Opens new window

• Find your local Citizens Advice Bureau Opens new window

What to do if you have a problem

If you have a problem, contact the service supplier straight away to sort out the problem. If you are still not happy, check if they belong to a trade association. An example would be a carpenter belonging to the Federation of Master Builders. You will find trade association details on a company’s adverts and bills. The association may be able to help you settle a dispute.

If you can’t sort out the problem, you may have to go to court. Contact your local Citizens Advice Bureau for advice.

• Find your local Citizens Advice Bureau Opens new window

Product safety and recalls

If you are worried about the safety of anything you have bought, for example a child’s toy, contact your council’s trading standards office. 

You can also contact Consumer Direct.

• Find your local Trading Standards office Opens new window

• Consumer Direct Opens new window

More useful links

• Making a complaint against private industry

• Know your financial rights (money, tax and benefits section)

• How to complain about a financial product or advice (money, tax and benefits section)

• Office of Fair Trading approved trader scheme Opens new window