You are generally entitled to return a product that:
- does not do what it is normally supposed to – for example, a toaster that does not toast bread
- has a defect – for example, a toaster with a timer knob that falls off soon after you buy it
- is unacceptable in appearance or finish – for example, a toaster with scratches
- is unsafe
- breaks down before you would reasonably expect it to.
You must take into account:
- the type of product – for example, a large appliance such as a fridge is expected to last longer than a toaster
- the price – for example, a cheap toaster may not be expected to last as long as a top-of-the-range one
- any statements about the product on its packaging or label – for example, the toaster box shows a special defroster function
- any statements about the product by the store - for example, the salesperson said the crumb tray was easy to detach and clean.
You are not entitled to return a product when:
- the store told you about hidden defects before you bought the product, or displayed a sign telling you about hidden defects
- you examined the product before buying it and did not find defects you should have noticed
- you used the product in an 'abnormal' way - for example, leaving a mobile phone out in the rain.
You are only entitled to a refund or replacement if the problem is major or cannot be fixed. If the problem is not major and can be fixed within a reasonable time, the store can choose to refund, repair or replace the product.
Last updated: 11/12/2013