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27 December 2005

Survey Results

New research reveals a startling gap between what consumers think they know and what they really do know when it comes to their rights

Three quarters of UK shoppers think they know their consumer rights, but research, commissioned by Consumer Direct, shows how little we really do know, especially when it comes to shopping in the sales.

The vast majority of consumers were at a loss when presented with that age old sales scenario - what to do when you get something home only to realise that you have changed your mind.

Seventy per cent of those questioned did not know that if they change their mind about a purchase, they have no legal right to a refund. Furthermore, forty per cent of consumers did not know what their rights would be if they bought damaged goods.

One of the most popular misconceptions is that consumer rights are different during the sales. The reality is consumers have the same rights when they buy goods in a sale as at any time of the year.

Consumer Direct's Carol Brady advises: 'It's always worth double-checking a retailer's refund policy before buying and this is particularly important when sales shopping. Although many shops allow you to exchange full price goods that you’ve had second thoughts about, they do this as a goodwill gesture. There's no legal requirement for them to do it. These goodwill gestures may change or be withdrawn altogether during the sales.'

Carol Brady continues: 'And remember, your consumer rights are exactly the same during the sales as at any other time. If you've bought goods that turn out to be damaged or faulty, you are entitled to a repair, replacement or refund.'

Consumers who want to check their rights before heading into the sales should log on to www.consumerdirect.gov.uk or call the service on 08454 04 05 06.

Consumer Direct is a government backed telephone and on-line advisory service from the DTI delivered in partnership with local authority Trading Standards. Specially trained consumer advisers are on hand to provide the public with clear, practical and impartial advice and equip them with the knowledge, tools and confidence to help resolve consumer problems.

Consumer Direct has ten tips to help remind you of your consumer rights:

1. You have the same rights when you buy goods in a sale as at any other time of year.
2. Always remember that if goods are faulty it is the retailers' responsibility and not the manufacturers'.
3. When purchases don't meet their specification, such as clothing that is damaged after only one wearing, you may be entitled to a refund or a replacement.
4. If a damaged item needs repairing, the repair should be carried out within a reasonable period of time and without causing you significant inconvenience.
5. If an item of clothing you have bought ruins any of your other belongings - for example the colour runs due to a fault and discolours other clothes - you may be entitled to compensation over and above the price of the item.
6. If you lose your receipts, your rights still apply. Alternative proof of purchase may be necessary such as a credit card bill or bank statement.
7. If goods you buy are faulty, incorrectly described or not fit for purpose you may be entitled to your money back, an exchange or a repair.
8. When purchasing items costing over £100.00, think about using a credit card as you will get extra protection from your credit card company should problems arise.
9. If you need to return faulty goods that are bulky, heavy or difficult to carry, you can ask the seller to collect them.
10. Finally, don't forget that you don't have any real grounds for complaint if you:

• Were told about a fault prior to purchasing
• Examined the item when you bought it and should have seen the fault
• Did the damage yourself
• Made a mistake when buying the item
• Simply changed your mind

But many shops will help out of goodwill if you have proof of purchase.

The service is available six days a week on 08454 04 05 06. Callers will be connected to specially trained consumer advisers. The service is also available online at www.consumerdirect.gov.uk .

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