When you buy something from a shop, you are making a contract. This contract means that it is up to the shop - not the manufacturer - to deal with your complaints if the goods are not satisfactory. You may ask the question "What do we mean by satisfactory?"

This means that:

a. The goods must be of merchantable or reasonable quality. It must not be broken or damaged, and must work properly.

b. The goods must be as described, whether on the package or by the salesperson, this means that whatever the description is on the package, should be inside.

c. The good should be fit for the purpose for which it was purchased. If you made clear to the trader, the particular purpose for which an item is required, then the item you are sold should be fit for that purpose.

If goods are faulty, go back to the store to complain politely, and request a full refund. If you prefer, you can ask for repairs or a replacement.

If the goods become defective through no fault of yours, after you have used them for a short period of time, you may still be entitled to some compensation.

In some cases, you would be entitled to a full refund. If for instance, without misuse, your shoes came apart after one day's wear, or the washing machine broke down after a few washdays.

But if the washing machine worked perfectly for a while, and then you started to experience problems, you could only expect repairs or some of the purchase price back. You and the trader must negotiate a reasonable settlement.

You should never accept a store credit for faulty goods. If you do, and later realize that you do not want anything else in the store, you may not get your money back.

However, If you accept a store credit, ask what period of time is given before it expires.

If you have to spend money as a direct result of goods being faulty, you can also claim this from the store. You could, for example, claim the cost of laundry services while the washing machine was not working. But keep your receipts for the charges and also keep such expenses down to a minimum.

Be a wise consumer, know your rights when buying goods.

Prices & Consumer Affairs Division
Cecil George-John Building
Redcliffe Street & Corn Alley