In the high street | On the doorstep | In Europe | On the Internet | By post | Second hand | On credit

Whether you are buying furniture from a discount store, clothes from a mail-order company or a watch from a market stall, you have rights as a consumer under the Sale of Goods Act. These rights are there to protect you from dishonest traders and unfair practices and they apply as much when you buy from abroad over the Internet as they do when you buy in your local shop.

In the high street

The Trading Standards Institute (TSI) website includes a series of consumer advice leaflets covering a range of topics from buying and hiring goods, ordering things on credit to how to write a letter of complaint. 

The leaflet 'Buying Goods' explains the legal background to your rights as a consumer and uses specific circumstances to illustrate what you can, or cannot, expect from a trader. The leaflet 'Is the trader right?' explains in what circumstances you do, or do not, have the right to a refund or replacement goods.

The series also includes a leaflet on what cover you can expect from guarantees and extended warranties and a useful checklist on what you should do as soon as you discover a fault with something you have bought.

If you have tried to take your goods back or you've complained to the shop but you're still dissatisfied or unhappy with the way you have been treated, contact your local trading standards office. You'll find their address and contact details on the TSI website. If you are concerned about fake goods, you can find helpful information on the Government's Intellectual Property (IP) portal.

The Office of Fair Trading (OFT) website has some information on what to do if you think a trader is using misleading prices or has made false claims about a product.

The Advertising Standards Authority (ASA) is the self-regulatory body which supervises the rules laid out for non-broadcast advertisements in the British Codes of Advertising and Sales Promotion. The rules are designed to ensure that non-broadcast advertisements are legal, decent, honest and truthful. The ASA website provides information on the Codes and advice on where to go if you have a complaint.

On the doorstep

The Department of Trade and Industry (DTI) produces a helpful guide to the regulations on Doorstep Selling.  The guide gives you the dos and don'ts when faced with a salesperson and what to do if you feel that you have been pressured to sign for goods or services.

In Europe

Now we are all part of the single market, shopping in the rest of the European Union should be as easy as taking a trip down your high street. Of course, it might not be quite that simple. The European Research into Consumer Affairs website has some useful guidance.

On the Internet

You have the same rights when buying over the internet as you do when shopping on the high street. See the e-shopping section on this website for more information.

There are additional regulations which give consumers greater protection when buying on the internet or by post. Details are on the DTI website.

By post

You have the same statutory rights when you buy through mail order as you do when you buy from a shop, but there are specific things you need to watch out for. The OFT site has guidance on buying by mail order.

The Mail Order Protection Schemes (MOPS) offers protection to some, but not all, mail order customers. Check the MOPS website to see if you are entitled to claim.

Second hand

When you buy second-hand goods from a trader, you have much the same consumer rights as if you had bought your goods in a shop, but there are exceptions. The leaflet  'Buying Goods' explains your rights further.

On credit

Both the OFT and the TSI have pages on their websites telling you what your rights are and what to do if you've got a problem with something you have bought on credit. The TSI website has a page telling you what your rights are if you've paid for, but not received, something from a supplier who has since gone bust.

Last updated: 18 March 2004