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Information and advice for young people in Suffolk

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Shopping and your rights

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If you regularly buy stuff in a shop or online buying clothes, music albums, gig tickets or a mobile phone or receive poor service from a store check out your ‘rights’ as a shopper or consumer.

Faulty goods
If you’ve bought faulty goods you’re entitled to a refund, repair or a replacement.

Here are some important things to remember if things go wrong:

  • Stop using the goods straight away and tell the shop or store as soon as possible.
  • Go back to the shop, phone or write to them to let them know the problem.
  • Unless the goods have been reduced in price because of a fault, you are still entitled to refund on sale items.
  • If you do not have your receipt you may have to prove that you bought the goods from a particular trader, e.g. bank statement, credit card statement.
  • A trader (shop) cannot avoid giving refunds on goods which are faulty by blaming the manufacturer or their supplier. It is the shop’s responsibility because they sold them to you.

You are not entitled to a refund or replacement if:

  • A fault has been pointed out to you before buying.
  • You caused the damage.

Are the goods you've bought unsafe or have caused damage?

Find out more

Need proof of age? We suggest the CitizenCard.

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