4th March 2010
The average UK shopper loses £4,950 in their lifetime on faulty
goods they have failed to return to retailers, according to a
government survey.
The Department for Business, Innovation and Skills (BIS) carried
out the research as part of the "Know Your Consumer Rights"
campaign which aims to educate shoppers of what they are entitled
when it comes to defective goods.
The findings revealed that almost half of shoppers surveyed have
at least one faulty item at home they wish they had exchanged or
had refunded, with almost a third possessing up to five faulty
items.
Male shoppers are the worst for returning faulty goods. On
average they fail to take back £89 worth of faulty goods a year
compared to women who are losing £71 a year. Over a lifetime, these
figures add up to £5,465 and £4,658 respectively.
36% of shoppers said they feel nervous when
trying to return an item. 21% said they felt embarrassed while 19%
felt returning faulty goods was intimidating.
Despite shoppers having a right to return faulty goods, with
some stores even allowing returns for unwanted goods if the
customer has simply changed their mind, 36% of shoppers said they
feel nervous when trying to return an item. 21% said they felt
embarrassed while 19% felt returning goods was intimidating.
The survey also revealed that male and female shoppers differ in
the days they prefer to take back goods, with men opting for Monday
mornings and women preferring Saturday mornings to hit the High
Street.
Consumer Minister Kevin Brennan said: "We want to do all we can
to encourage people not to lose out financially because they don't
know their rights.
"Now is the time to brush up on your consumer rights so you can
return any faulty or unwanted goods with added confidence."
The Know Your Consumer Rights Campaign highlights the following
Top Tips to consider when returning goods:
1. Returning it to the retailer - when you buy goods, your
contract is with the retailer not the manufacturer and you should
always go back to the retailer in the first instance to request an
exchange or refund. If you have a manufacturer's warranty you can
contact them as well as the retailer. And don't delay - act as soon
as you discover the fault.
2. No receipt required - you do not need a receipt to obtain a
refund for faulty goods. However, you may be required to show
proof of purchase with a credit card slip, bank statement or cheque
stub.
3. Check at the checkout - although you do not have the legal
right to take back goods just because you've changed your mind,
many stores do offer a 'no questions asked' refund or exchange
policy. Check the store policy when you buy.
4. Online is fine - if you buy goods on the internet, you
have the same rights as if you were shopping on the high street. In
addition, you have the right to a seven day 'cooling off' period
from the date you receive the goods, with the right to a full
refund regardless of the reason for return. Remember though that
this doesn't apply if the goods were personalised for you, or are
not in the same condition as when they were delivered.
Useful links:
How to return
faulty goods
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