when things go wrong

Something wrong?

If there is something wrong with what you buy, tell the seller at once. If one of the three shopping rules has been broken you will be able to claim compensation from the shop.

This is just another way of saying that the shopkeeper has to make it up to you in some way.

When you buy something which has a major fault you can take the goods back and ask for a refund of your money.

But - you must remember to tell the shop straight away. If you don't, you may have to keep the goods and get some, rather than all, of your money back.

Sometimes a shop may offer to repair the goods free of charge, or to replace them. If both you and the shop are happy, that's fine.

Be fair. Shops have rights too.

You cannot expect a refund if you:

• Simply change your mind about wanting the goods; or
• If you were told about the faults before you bought them; or
• If you damaged them yourself; or
• If you got them as a present. The law says that the buyer has to take them back.

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Guarantees

Sometimes you may be given a guarantee when you buy something. A guarantee is really a promise to do certain things for you if something goes wrong with what you have bought.

Most guarantees are in writing and are given by a manufacturer, but some may be given by the shop or seller.Whatever the guarantee says, it doesn't change your legal rights against the seller.

The shop still has to do something about your complaint. A guarantee simply gives you extra rights - so it's quite a useful thing to have.

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Receipts

A shop doesn't have to give you a receipt but it is a good idea to ask for one. A receipt is a piece of paper which proves that you have bought something from a shop. It can help if you need to take it back to complain if it is faulty.

But don't be put off if you can't find your receipt or weren't given one. You will have the right to complain and a shop can't refuse to deal with your complaint because you don't have a receipt, or other proof of purchase.

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"No Refunds Given"

Don't be put off if you see a sign like this. Traders cannot wriggle out of their responsibilities to you. If you see a sign like this on display you should report it to us on 686520 or mail us.

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Credit Notes

Instead of a refund, a shop may offer a credit note in exchange for faulty goods. A credit note lets you buy goods to the same value in the same shop. You don't have to accept a credit note but, if you take it, you will not be able to ask for the cash later on.

So you may be stuck with it if you can't find anything else that you like in the shop. Some credit notes have a time limit on them and unless you use them by a certain date you will lose out.

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Secondhand Goods

BE AWARE OF THE DANGERS

TOYS

Toys are often sold at car boot sales and secondhand shops. Some are secondhand and some appear new. There are three main problems with buying toys like this:

• The toys may not be safe. Always check that they are marked with the CE Mark. This means that they have been made to stringent safety standards.
• Broken toys can be dangerous. Never buy them.
• Instructions on their use and the age the child should be to play with them are essential to their safe use. Do not buy toys which do not have instructions with them.

BIKES

Secondhand bikes should be carefully checked to make sure they are safe. Make sure the bike is the right size for you. You should be able to touch the ground with the toes of both feet while the seat is at it's the lowest point. If the seat is at it's highest point when you buy it you are likely to outgrow it quickly.

Look out for:

• Bent frames or forks - these cannot easily be put right and can prove to be very dangerous.
• Wheels that are twisted are also very dangerous and you will need to buy replacement wheels.
• Worn or damaged tyres will need replacing but will of course mean extra costs.
• Worn chains and cogs can be replaced.
• Check brakes - if they do not work efficiently they will need replacing.

ELECTRICAL GOODS

Any secondhand electrical goods are potentially dangerous. You might not be able to see the dangers of a secondhand microwave oven which due to wear is leaking dangerous microwaves. You may find that wires are worn and sometimes the earth wire, which is vital to the safety of the item, can be missing. Plugs can also be incorrectly wired and in very old equipment not have an earth wire.

If you are worried about something that you have bought come and see us at our Lord Street office, call us on 686500 or mail us.

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Counterfeit Goods

What are counterfeit goods?

Counterfeit goods are fakes which look so much like the real thing that it is difficult to tell that they are fake when you are buying them.

What sort of goods are counterfeited?

They cover a wide range of items from designer clothing to computer games and perfume.

Why is counterfeiting bad?

There are three main reasons why buying counterfeit goods is a bad idea:

• They may be unsafe because they have not been made to the correct safety standards.

  Here are some examples of unsafe goods found in the UK and across the world:-
  Brake shoes and linings - One batch tested took ten times as long to stop a vehicle in an emergency as the genuine product. Another batch found in an African country was made of compressed grass and burst into flames whentested. Nuts and bolts used in building houses - Caused parts of a building to collapse during an earthquake.
  Washing powder - Highly caustic ingredients caused skin burns.
  Well known brands of children's clothing - not flameproof. A child would be engulfed in flames in seconds.
  Health drinks - 10 times the safe level of a substance called ephedrine.

• They may be of poor quality having been made from shoddy materials.

  Here are some examples of poor quality goods:-
  Designer label sweatshirts - colours run on washing and stitching on seams comes apart.
  Videos and DVDs - poor quality images and sound.
  Video Games - poor quality images and sound and not supplied with instruction booklets on how to play the games.

• They are often made in poor countries where the workers are not paid fairly for the work they do. The workers in the factories making the real goods could lose their jobs because people are buying the counterfeit goods and not the real ones.

  Jobs in the UK and European Union - it is thought that 100,000 jobs per year are lost as a result of counterfeiting. Some counterfeiters use the money they make to buy and sell drugs and guns.

What to look out for

Look very carefully at clothes before you buy them. Check the stitching on seams and particularly on brand names and logos. Genuine goods have letters or symbols on their logos stitched individually - on fake items the letters or symbols have a stitch in between each one.

Look very carefully at the stitching on shoes and particularly for poor quality seals between upper and lower soles.

If goods cost less than half the normal price then they may well be fake. "Cheap" goods often means "cheap" quality.

Poor quality packaging on perfumes and cosmetics often indicate counterfeit goods.

Look carefully at watches, fakes will feel lighter and brand names and logos are often poorly fixed to the dial.

If you have any concerns at all about goods you have bought or seen contact us on 686520 or mail us..

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