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19 DEC

Our guide to Consumer Rights & how to properly complain

In this highly saturated market, everyone can have peace of mind knowing they have consumer rights. It’s only natural as consumers need to know what to expect from products or services. Not to mention, they are given the opportunity to step up and file for a complaint if the purchase of goods does not meet the promised standards.

With that in mind, the guide below should help you understand the next steps when filing for a complaint about an unfit item:

Get a Refund, Repair, or Replacement

You can return any products that are not fit for purposes as described, including digital content such as films, games, or applications. This will apply to all goods that are purchased before 1 October 2015 for the Consumer Rights Act, while the Sales of Good Act applies to goods that are bought before 20 September 2015.

What You Need to Know About Returning a Faulty Product

When returning a faulty product, keep in mind that you only have 30 days to make a claim for a refund. You can request a full refund within the given timeframe, but if you return it beyond the 30-day-period, you are required to give the retailer some time to replace or repair the item before you can proceed with the claims.

When writing a claim, be sure to state the relevant laws and be clear on your objective – whether you’re claiming for a refund, repair, or replacement. Keep in mind that your 30-day right to reject a product doesn’t apply to faulty digital content.

The merchant has the right to repair or replace the unfit digital content, and if both methods fail, you can proceed with filing for a refund on the digital download.

Refund for the First Six Months

As mentioned above, you are entitled to get a full refund so long as you return a legitimately faulty product within less than six months. The chances for a quicker process is better if you file for a refund within 30 days, though going over it will not compromise your rights.

It will only give retailers the opportunity to repair or replace your item. However, if any of the attempts yield unsuccessful results, your retailer must pay you back in full.

How to Write a Complaint Letter

If the retailer or merchant suggests you contact the manufacturer for any issues, you can write a letter of complaint to the company. Make sure to state the problem and solution clearly to avoid any complications.

This is particularly important if you want to reject a faulty item or get a full refund as it is proof that you are exercising your right within the appropriate timeframe. As for the letter itself, there are numerous templates online that you can refer to as a guide.

In Conclusion

As the saying goes, ‘the squeaky wheel gets the grease,’ meaning that you will only get the attention you deserve if you make some noise. So long as it is rooted from a reasonable cause, such as a dissatisfactory quality or faulty performance, know that you can exercise your rights.

If you’re looking to claim compensation on mis-sold goods in the UK, get in touch with Consumer Reclaim today to see how we can help you.

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Consumer Reclaim is a trading style of Consumer Reclaim Limited. Registered office 207 Knutsford Road, Warrington, Cheshire WA4 2QL. Registered in England & Wales No. 0722307