Consumer Rights Law

1. If you bring back a jumper you bought three days ago because you don’t like the colour, does the shop have to give you a refund?

• Yes

• No

Answer explanation

Any refunds, exchanges, credit notes etc will be simply down to their returns policy or as a gesture of goodwill.

If a table lamp is priced at £9.99 when it should have been £39.99, does the trader have to sell it to you at the lower price?

• Yes

• No

Answer explanation

This is a commonly held myth that a lot of consumers and shops get wrong. By law, if an item has been mispriced in error, the retailer does not have to sell it at the lower price.

If you buy four concert tickets on your credit card totalling £100, does the card provider have to get your money back if the ticket promoter fails to send you the tickets?

• Yes

• No

Answer explanation

The law gives you protection if you buy a single item costing £100 or above on your credit card. As this is four tickets at £25 each, you could claim using the Chargeback process instead, operated by most card providers.

Does the Consumer Rights Act 2015 apply to the sale of a fresh cream cake?

• Yes

• No

Answer explanation

The law says that anything you buy must fit the description (fresh cream), be of satisfactory quality (not stale) and fit for their purpose (edible!).

Does the Consumer Rights Act 2015 apply to the purchase of a seaside apartment?

• Yes

• No

Answer explanation

This would be covered by separate property law, rather than consumer law.

Does the Consumer Rights Act 2015 give you any rights if a downloaded computer game has glitches?

• Yes

• No

Answer explanation

The Consumer Rights Act 2015 updated existing consumer law which means it now has specific protection for digital content, digital devices, streamed films, music, movies and software.

Does the Consumer Rights Act 2015 give you any rights if your hairdresser cuts your hair too short?

• Yes

• No

Answer explanation

The law says that services, such as hairdressing, must be carried out with reasonable care and skill. If not, you can ask for the service to be carried out again, (although then you might be bald!) – or have the price reduced.

Do you have any rights if your two year old laptop starts crashing outside of the 12 month warranty period?

• Yes

• No

Answer explanation

Warranties have nothing to do with your consumer rights under the Consumer Rights Act 2015. Remember, the law says anything you buy must fit the description given, be of satisfactory quality and be fit for their purpose.

How long does the law give you to make a complaint about faulty goods under the previous Sale of Goods Act 1979 and the new Consumer Rights Act 2015?

• 28 days

• 6 months

• 3 years

• 6 years

Answer explanation

The law gives you up to 6 years to make a complaint, if it is reasonable to expect the goods to stay in good working condition that long. This will depend on how they’re made, how much you paid and how well you followed care instructions/looked after the goods.

By law, a web retailer must give you how long to cancel your order and get a full refund if you change your mind about wanting goods or services?

• 7 days

• 14 days

• 28 days

• None

Answer explanation

The laws recognises that goods bought online need to be inspected when they arrive. You have from the moment the order was placed until 14 days after you take delivery to change your mind and cancel your order. There are some types of order you can’t cancel, such as custom made goods, concert tickets or travel bookings.