think about
what arguments the trader might use to avoid
their responsibilities and how you would respond
make
sure you have you not 'accepted' the goods?
return to the
shop as soon as possible
take your receipt
or proof of purchase with you
speak to the
manager or someone else in authority
take the name
of the person you deal with in case of further problems
say
what the problem is and how you wish it to be dealt with
make
a written note of what is agreed
keep calm and
be firm.
What's
the problem?
Ask yourself the following questions:
How long have
you had the goods?
Have you used
the goods?
What kind of
fault is it?
Does the fault
make the item useless?
If the item
is brand new, did you examine it before purchase?
Was the fault
pointed out to you?
Are you the
buyer or was it a present?
How did you
purchase the goods? Was it from a retailer,
or was it a private sale?
Receipts You do not need to have kept your receipt but you
will need proof of purchase. This could be a bank statement
or credit
card bill. If you have paid in cash you will not have proof,
other than the receipt.
Tip: Keep your receipts, so you can
show where and when you bought the goods in case a problem
arises.
Choices
You need to be clear about what you want and what you may
be entitled to:
a full refund
repair
replacement
compensation.
Tip: Remember if
you are returning the goods because they are faulty, you
do not have to accept a credit note, replacement
or repair. You are not entitled to a replacement or repair
but retailers often offer them. If you decide that a repair
is the best option then you must make it clear that you
are reserving your right to reject it if the repair is
not satisfactory.
It's a good idea to get this in writing.
If you have 'accepted' the goods then
you need to decide what you want the trader to provide.
