Your rights as a consumer

When buying goods

Always keep proof of purchase of the goods. The receipt is ideal.

If the goods are faulty

Stop using the goods and return them to the shop as soon as you can.
Ask to speak to the person in charge.
Explain what has happened.
You are entitled to a repair, replacement, partial refund or possibly a full refund, if the goods you have bought are:

- Not of satisfactory quality
- Not fit for the purpose
- Not as described
You are not entitled to a refund if you:

- Do not like the goods
- Caused the damage yourself
- You were told about any faults before your purchase
- You do not want the goods anymore
- You could have easily seen the fault yourself before you purchased the goods.
Some retailers will still give you a refund or a credit note in these circumstances as a gesture of good will.
If you receive goods as a present, you only have your normal rights if the seller knew it was being bought as a present (and has not specifically excluded them).

When agreeing to services

If you have a service carried out, for example, a new bathroom installed or a new roof, the work should be of an acceptable standard and that work must be:

- Completed within a reasonable time
- Carried out at a reasonable price (if no price has been agreed before the work starts) - Carried out with reasonable care and skill.

If you need any further guidance on your rights as a consumer call: Consumer Direct on 0845 4 04 05 06.

Misleading Prices

The most important factor is the actual final price of the goods and whether you think they are good value for money. Do not be distracted by some claims that are made e.g. Half price; Last Day of Sale.

Prices for any consumer goods, which you select yourself before buying, must be on the goods or near the goods.

Unfortunately there is no requirement for the minimum size of the print for the price.

The seller of the goods does not have to sell you the goods if the price indication is incorrect, for example where a genuine mistake has been made in pricing the goods.

If a retailer sell you goods with a misleading price, for example where the price indicated is £2.99 and you are charged £3.49 at the checkout, this is incorrect. This misleading price could result in an offence being committed by the retailer.

It is a good idea to always check your receipt before leaving the shop.

Gas and Electricity

You can choose which gas and electricity supplier you want. All suppliers are licensed by the Governments's energy regulator, Ofgem.
You may be able to save money by changing your supplier, but you do not have to change. It is entirely your decision.
If you do change, the actual gas and electricity will stay the same, but you will pay a different company.
If you talk to a gas and electricity salesman, ask them:

- How much they charge.
- How you can pay - this will include cheque and direct debit, but if you pay by cash ask where you can pay your bills. Ask how often they will bill you.
The amount you pay will depend on the way you pay. You may get the cheapest rates if you agree to pay by direct debit.
Make sure you are aware of how your gas/electricity is costed, some companies have standing charges.
If you are a pensioner, you should ask to go on your supplier's Priority Service Register. This is free and can give you some extra services. Check with your supplier what else is on offer for their older customers.
Try not to feel pressurised by a salesman. Do not sign anything unless you are sure you want to change supplier. Salesmen do not have the right to enter your home.
If you are telephoned by a salesman and you tell him on the phone you agree to change supplier, this will form a legal contract. BUT ...
You have the right to cancel a contract within 7 days of agreeing to it.

If you find your supplier chagnes without your knowledge, this can be reversed by contacing either the new supplier or the old supplier.