Do You Know Your Refund Rights?
More than 12 million UK consumers have experienced problems when trying to return unwanted or faulty goods to clothes shops, a survey released today by the Department for Business, Innovation and Skills (BIS) shows.
Women (22%) are more likely to have experienced problems with exchanges and refunds of fashion items than men (14%), which could be down to a lack of consumer rights know-how among female shoppers:
* Nearly half (46%) of all women think they can be refused a refund if they don’t have a receipt. Actually, a proof of purchase, such as a bank statement may suffice
* Three out of four women are unaware that goods bought online are affected by different consumer rights to high street stores. With online purchases, you get the added bonus of a seven day cooling off period
* One in three women think if they make a complaint they won’t be taken seriously. And 20% said they lacked confidence when seeking a refund or exchange
The research was undertaken as part of the ‘Know Your Consumer Rights’ campaign, a joint initiative by BIS and Consumer Direct and Consumer Focus to make sure shoppers get a fair deal.
Michele Shambrook, Operations Manager at Consumer Direct, said: "With Fashion Week just completed, and the high street flaunting the new trends for the season, it’s time to brush up on your consumer rights by visiting the Consumer Direct website at www.consumerdirect.gov.uk.
"Of course, it’s nerve-wracking if the shop assistant refuses to give you an exchange or refund, but knowing your consumer rights will give you the confidence and tools needed to take goods back."
Top Tips for buying clothes and shoes:
1.Feeling fickle: if you’ve changed your mind about an item purchased on the high street, it doesn’t fit or the colour doesn’t match you do not have a right to a refund.
However, many shops do have a store refund policy that allows you to change your mind within a certain period of time. Check the store policy when you buy and avoid an expensive mistake in your wardrobe.
2. Fix the fault: if your item is faulty and you have only worn it a few times or haven’t had a reasonable opportunity to check it, you could be entitled to a refund, replacement or repair.
3. Dress to impress: when you buy an item of clothing or pair of shoes they must be of satisfactory quality, fit for purpose and as described. So if your new spring jacket says waterproof on the label, it must keep the rain out.
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