Shoppers may lose right to receive refunds for faulty goods
UK consumers' right to receive refunds for faulty goods may be
under threat from a new European directive, a Law Commission report
has said.
Traditionally, shoppers are able to get their money back for a
faulty item, known as the "right to reject", as long as they return
it within a reasonable time.
But if the new European rules are adopted consumers will only be
entitled to get that item replaced or repaired.
The Law Commission, an independent group that keeps consumer law
under review and suggests reforms, has said that the "right to
reject" should be retained.
In a poll recently carried out by the commission, 94% of
consumers said that they valued the right to a refund "very
highly".
David Hertzell, the Commissioner leading the project, said: "We
believe that the right to reject should be retained. It is a
simple, easy to use remedy which inspires consumer confidence.
"Consumers know that they can get their money back if the
product is not as promised, provided they act quickly. This makes
them more prepared to try unknown brands and new retailers."
In its report the commission also suggested that the existing
rules on consumer rights should be clarified.
It said that many consumers are confused about how much time
they have to return a faulty item and be entitled to a refund. The
report suggested that a timeframe of 30-days should be set, while
allowing for flexibility on items such as perishable goods and
Christmas presents bought earlier on in the year.
Under the European rules it may also be impossible for consumers
to get repairs on goods with minor imperfections, such as a
scratch on a mobile phone. The commission is concerned that this
will lead to unnecessary disputes where retailers claim that any
fault is minor.
The commissions also argued against a two-year cut-off point for
complaints, as some products - such as water pipes and water
boilers - are expected to last for much longer.
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