Know your rights when shopping

With the key shopping times of Christmas and the January sales just gone, we're here to advise people on what to do if things went wrong when shopping, if the goods weren't delivered, how to return faulty goods and how to shop safely and stay aware of scams.

To help shoppers start 2024 clued up on their rights, Citizens Advice Charnwood is sharing its top tips to shop confidently.

Delivery problems
It's the seller's responsibility to make sure the item is delivered to you. Check the delivery address you gave the seller and contact them to ask where your order is.
If the seller claims they've delivered it or don't know where it is, you can ask for a redelivery. You might be able to get a refund in some circumstances.

Defective goods
If something's gone wrong with an item you've bought, you might be entitled to a refund, repair or replacement. You'll have legal rights if the item you bought is:
broken or damaged ('not of satisfactory quality')
unusable ('not fit for purpose')
not what was advertised or doesn't match the seller's description"

What if I change my mind?
If you buy in store, you don't have a legal right to return goods if you've simply changed your mind. Lots of shops have their own policies and do allow this, but time limits can vary.
If you buy online you usually get a right to cancel, known as a cooling off period, but there are exemptions including bespoke or personalised goods, and computer software where the seal is broken.

Pay safe
Pay by card so you have another form of protection if there's a problem. The other way would be by making a chargeback or section 75 claim to your card provider.
Be cautious if you're asked to pay in an unusual way such as in iTunes vouchers, crypto currency or via bank transfer as this could be the sign of a scam.

Making a return
Get proof of your return - a receipt from a shop or proof of postage. If you pay for return postage check the service you use covers the value of the goods.
Using a service that includes tracking means you can prove when a trader received your return.

Beware of scams
Check out our information on this website