Advice Direct Scotland has issued a reminder to all shoppers of their consumer rights if they are planning to return or exchange any unwanted Christmas gifts this week now that most high street stores have reopened after the substitute bank holidays on Monday and Tuesday.
From purchasing the wrong size of jumper to receiving two copies of the same book, the post-Christmas period results in lots of requests for refunds or gift swaps.
The Consumer Rights Act gives everyone the legal right to either get a refund for goods that are of unsatisfactory quality, unfit for purpose or not as described, or to get a repair - depending on how long the items have been owned.
Consumers also have more rights when shopping online and for most online returns the regulations state that you can cancel an online order up to 14 days after receiving it, followed by a 14-day period in which you can send it back.
Advice Direct Scotland, the country’s national advice service, has been running a Christmas campaign to help consumers make the most of the festive period.
Consumer rights for returning goods include:
- The legal right to either get a refund for goods that are of unsatisfactory quality; unfit for purpose or not as described; or to get a repair - depending on how long you’ve owned it. From zero to 30 days, you are entitled to a full refund for goods that are of unsatisfactory quality
- For most online returns, Consumer Contract Regulations state that you can cancel an online order up to 14 days after receiving it, followed by a 14-day period in which you can send your return
- If you have purchased an item that turns out to be faulty or damaged, your consumer rights entitle you to a full refund within 30 days. If your return exceeds the 30-day threshold, then you are no longer covered by the ‘short-term right to reject’ and may only be entitled to a repair, replacement, or partial refund of your item
- You are not automatically entitled to the same 30-day refund with digital purchases such as games, movies or music. But if your digital purchase does not function as advertised, does not play/run properly, or is otherwise faulty, you can ask the retailer to repair or replace it
- Many shops will accept returns of non-faulty items, but there are exceptions including personalised items, perishable goods such as food and flowers, and products that have been worn such as earrings, make-up, toiletries, underwear or swimwear
Colin Mathieson, spokesperson for Advice Direct Scotland, said: “Even with the best intentions when it comes to buying gifts, we can’t always get it right.
“From purchasing the wrong size of Christmas jumper to ordering the incorrect colour of phone case, many of us rely on the robust returns policies of our favourite retailers, and the ability to swap a gift for something more appropriate when required.
“Consumers have extensive rights when it comes to returns and refunds, and it is always worth remembering these.”
Anyone in Scotland who wants more advice on their consumer rights can contact consumeradvice.scot for free on 0808 164 6000 where specialist advisers are available from 9am to 5pm, Monday to Friday, excluding public holidays.
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