Your statutory rights are not affected – but just what are they?

Which? is launching a shoppers’ rights campaign today in London’s Carnaby Street after discovering how few people know their statutory rights.

Lawyers and advisers from Which? will give shoppers in one of Britain’s busiest shopping streets on-the-spot advice and help dispel common myths and confusion about returning goods, listed on which.co.uk/shoppersrights.

A survey by the consumer champion found that over a third (35 per cent) of people who have tried to return an item to a retailer or asked them to replace it have faced difficulties.

The most common reasons given by retailers for refusing to take goods back were that the item had been used, or that the shopper didn’t have their receipt.

On the other hand, around half those asked wrongly thought an item could only be returned if it was in the original packaging. If the product is faulty, though, it can be returned regardless.

Meanwhile more than half wrongly thought they’d be entitled to a refund if they simply changed their mind, which isn’t true. Those under 35 were most likely to hold this misconception.

which.co.uk/shoppersrights lists these common myths:

Myth – You have to complain to the manufacturer about faulty goods
Truth – The retailer has to rectify any faults or problems, with a refund, a replacement or repair

Myth – You need your receipt to get a refund
Truth – You can use any proof of purchase, including a bank statement or credit card bill

Myth – You’re entitled to a refund if you change your mind, or get an unwanted present
Truth – A retailer only has to give a refund if there is the product is faulty, but many will give a refund or replacement as a gesture of good will

Malcolm Coles, Editor, which.co.uk, says: “Everyone’s seen and wondered about the phrase ‘your statutory rights are not affected’, but how many people actually know their rights? We weren’t entirely surprised, when we looked into this, to find widespread confusion about what you can return, and why. Often, shop assistants are just as ill informed about shoppers’ rights as their customers.

“We’ve got Which? lawyers on hand to help any confused shoppers in Carnaby Street today, but we urge anybody who’s confused to log onto which.co.uk/shoppersrights to find out what their rights actually are.”