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Consumer Law - General Advice
This section gives general advice on consumer
issues and the law:
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misleading prices
It is a criminal offence for traders to make misleading price
claims about goods or services. For example, "Was £120.
Now £99.99" is misleading if the goods or services
have never been provided at the higher price. It is also misleading
if a trader fails to show hidden extras, or to make it clear
when a price is conditional on, say, another purchase. If you
consider that you have been seriously misled about a price tell
your local trading standards department and ask them to investigate.
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untrue claims
It is a criminal offence for a trader to say or write something
which is untrue about goods or (in some circumstances) services.
For example, if a car is said to have run only 20,000 miles,
or the dry cleaner offers a 24 hour service, these statements
must be true. If you feel you have been seriously misled, tell
your local trading standards department. |
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estimates and quotations
When you need or want to have a service done, find out in advance
what it will cost by getting an estimate or a quotation. An
estimate is generally a rough price, while a quotation is normally
a fixed price. Make sure you know which you are getting and
ask for it to be put in writing. Check whether prices quoted
include VAT. |
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goods on order from a shop
If you order something not in stock or which requires delivery,
such as a new suite of furniture, you may agree a date by
which you must have it. It is a good idea to get this in writing.
If the goods do not arrive on time you can refuse to accept
them. If you do not need the goods by a specific time, you
could ask for an estimated delivery date. But even if you
do not agree a delivery date the seller must still deliver
in a reasonable time. If you think enough time has passed
and do not want to wait any longer, tell the seller. Say that
if the item has not come within a certain period (14 days
might be reasonable) you want your money back. But if you
agree at that point to wait longer - say an extra month -
you cannot cancel in that time.
When you order something, you and the seller should agree
a fixed price. You may agree that if the cost of the goods
goes up before delivery, you will pay the increase. In some
instances the cost may not be known. Whatever the situation,
make sure you know where you stand, preferably in writing. |
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mail order
You have the same statutory rights when you buy through mail
order as when you buy from a shop, but there are other things
you need to consider. Be particularly careful when giving your
credit card details over the telephone that you are dealing
with a reliable trader.
Goods should be delivered within a reasonable time, usually
28 days or as specified in the advertisement. If the goods do
not turn up you can cancel the order and ask for your money
back. But if you agree to allow the seller extra time, you cannot
cancel until that time is up.
The law allows you a reasonable time to examine the goods. Do
this as soon as you can and if they are faulty send them back
immediately with a note explaining the problem. Keep a copy
of your note. It is also advisable to get a proof of postage
certificates from the Post Office. Most mail order catalogues
have special arrangements for the return of goods. In other
cases, the company should reimburse you for the cost of returning
the goods.
If you order through an advertisement read it thoroughly before
placing an order and keep a copy. If you cannot keep a copy,
note the advertiser's name and address, where and when the advertisement
appeared, when you posted your order and any other.details,
such as charges for postage and packing.
Try to avoid sending cash in the post. Use credit cards, cheques
or postal orders. If you have to send cash, send it by registered
post.
If ordering from a book or record club, make sure you know what
commitment you are making. Find out exactly what you have to
buy and over how long in order to qualify for the introductory
offer.
Most newspapers and magazines have mail order protection schemes
(MOPS). These cover you if you send payment in advance for goods
in response to an advertisement, and the firm goes out of business
before you get the goods or a refund. You can write to the publication's
advertising manager for help. |
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