Your rights: what happens if a product is faulty?
A lot of people will ask about a store's return policy before making a purchase and are probably used to the fact that many retailers might not offer you a refund for a product if you change your mind.
But what happens if a product is faulty?
Generally you can return it to be repaired or for a refund.
The problem is that many salespeople don't understand customers' basic rights to a refund for faulty products so it's worth arming yourself with a few facts, says Tom Godfrey, the head of media at the consumer organisation Choice.
He says a few key points to be aware of are:
- If a product isn't of acceptable quality, the retailer can't charge you to fix it.
- Retailers can't just refer you to the manufacturer.
- If the fault is "major", you can ask for a refund or replacement rather than a repair.
- Retailers should pay the transportation cost for a bulky item.
- You don't have to return a faulty product in its original packaging.
- If you've lost a receipt, you can still show proof of purchase with a credit card statement, confirmation or receipt number from an internet or phone transaction.