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ਆਪਣੇ ਖੇਤਰ ਵਿੱਚ ਕਨੂੰਨੀ ਸਲਾਹਕਾਰ ਲੱਭੋ

13 Problems with Goods and Services

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1. Introduction

2. What is the difference between ´goods´ and ´services´?

3. Dealing with problems with goods (products)

4. What the law says a retailer must do about faulty goods

5. What if a product hurts someone or damages something?

6. What if I buy by phone or mail order, or over the internet?

In general, the laws that apply to buying things in shops also apply when you buy by phone or mail order or over the internet.

The Distance Selling Regulations give you extra protection when buying from any European Union country:

  • by mail order;
  • by fax;
  • by phone;
  • over the internet; or
  • through a TV shopping channel or any interactive TV shopping service.

However, they don't cover auctions (including internet auctions), or buying from countries outside the European Union, such as Switzerland, Canada or the USA.

These regulations mean you must be told the name and address of the supplier and the price, including tax and delivery charges before you buy. You must also be given certain information in writing (which could be an email) about your rights, including:

  • how to cancel an order;
  • how to return goods; and
  • details of any guarantees or
  • after-sales service.

In most cases, you must also get a 'cooling-off period' of seven working days. This means you can cancel your order, without having to pay anything, within seven working days of receiving the goods or, in the case of a service, of placing the order. But if you agree to a service (work on your home, for example) that will start within that seven-day period, and you've received the written information about your rights before that work starts, then your right to cancel ends when the work starts.

Also, you can't return certain types of item, including:

  • bespoke (tailor-made) or personalised goods;
  • perishables (such as fresh food);
  • CDs, DVDs or computer software if you've opened the packaging.

You must also be protected against fraudulent use of your credit card details.

The regulations don't cover everything you can buy. For example, separate rules cover holidays and financial services (such as loans and investments).

7. What if something is wrong with the food I have bought?

8. What are my rights if I buy on credit ?

9. Dealing with problems with services

10. What the law says a service provider must do

11. Ways to sort out your problem

12. Further help

13. About this leaflet

This leaflet is published by the Gurkha Free Legal Advice (LSC). It was written in association with Sue Bloomfield, a freelance consumer affairs writer.

Leaflet Version: November 2007

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