Eight rules to follow when returning goods

Published by Sally Hamilton on 16 June 2011.
Last updated on 20 June 2011

Number eight

1. Be hasty

Don't delay returning a faulty item or reporting a loss of service.

2. Receipts

Be sure to retain receipts as proof of purchase.

3. Log your complaint

Keep a diary of your complaints, including names, times and details.

4. Know the law

Mug up on laws such as the Sales of Goods Acts; the Misrepresentation Act 1967; Misleading Prices - Consumer Protection Act 1987, and Section 75 of the Consumer Credit Act. These may protect you or help you get your money back.

5. Keep calm

When returning goods always make sure you are assertive, but remember to remain polite and patient.

6. Go to the top

Take your complaint to the top of the firm - or, if necessesary, to an ombudsman service, if there is one.

7. Small Claims Court

If all else fails, try the Small Claims Court. The maximum you can claim is £5,000 for England and Wales, £3,000 for Scotland and £2,000 for Northern Ireland. Find out more at adviceguide.org.uk

8. Seek advice

If you require any further assistance or general advice visit consumerdirect.gov.uk and citizenadvice.org.uk

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