When you buy goods you enter into a contract with the retailer under The Sale of Goods Act. This Act sets down the rights of the consumer versus the retailer and together with some other Acts (Trade Descriptions for example) represent your statutory rights. It is worth familiarising yourself with your statutory rights (you can read about them in summary or in detail through our Know Your Rights section).Here are some basic guidelines:
- Your complaint should be made as soon as possible as it may become more difficult to prove over time. However, you legally have up to 6 years after which you cannot complain to a retailer. In the meantime your rights to a refund may diminish but they do not disappear (although this obviously depends on the goods in question).
- A retailer cannot refuse to refund obviously faulty goods and so you should not accept a credit note if offered.
- You should try and provide some form of proof of purchase although it need not be a receipt, a credit card statement for example, should suffice.
- It is the retailer and not the manufacturer who is responsible for the goods supplied.
- Although some retailers offer refunds you are not legally entitled to a refund if you simply change your mind. However in this case you could ask for an exchange or accept a credit note.
- If the goods cost more than £100 and you have bought the goods using a credit card, you may have additional rights.

Plenty of links to further information have been given below if you are unsure of the procedures outlined here.

Local resolution 1: You should return the faulty goods as soon as possible to the retailer who should offer to refund (if your complaint refers to guarantees, warranties or buying on credit, read the advice leaflets listed below). If you agree to have your goods repaired or replaced your statutory rights still apply.

Local resolution 2: If your attempt at a local resolution has failed then you should contact the head office's customer service department (if applicable) or the manager of the company. Most of the larger retailers have standard complaints procedures. You could also ask the retailer if they belong to a trade association. Each trade association has a code of practice and if a member has breached this code you may receive further help in resolving the problem.

Authorities: In all cases, if the complaint is still unresolved then you can seek advice from your local Trading Standards Office or Citizens' Advice Bureau. They will give you free advice and may take up your complaint for you.

Court: Failing all else you can still go to court to resolve your dispute. Details of small claims court and other procedures are given in the Legal Section of this site. You can also contact the Community Legal Service (justask.org.uk) that gives access to free advice. Otherwise your local Citizens' Advice Bureau will give you advice and will sometimes organise free legal representation for you.