/ Shopping

Do you know your Christmas shopping rights?

Christmas shopping online

Black Friday and Cyber Monday are nearly upon us, and thousands of us will be using these sales events to hopefully cut the expense of Christmas gift shopping. But do you know your rights when it comes to buying online and on the high street?

Black Friday and Cyber Monday are fast becoming the most popular shopping days in our calendars.

In fact, UK shoppers spent more than £3.3bn over the Black Friday weekend last year.

But, according to research published by Clear Returns, as much as £180m of those purchases were returned within days – that’s £1 for every £18 spent. And in a recent Which? survey of more than 2,000 shoppers, half said they’d returned something they’d bought in the past year.

Online or offline – what are your rights?

Surprisingly, for a nation of returners, we also found that just three in ten of those surveyed knew you have different rights when shopping online than on the high street.

With most online orders you have 14 days to let a seller know you no longer want an item, you then have a further 14 days from that date in which to return the item to the seller.

In store, however, you’re at the mercy of each shop’s own returns policy, unless your product is faulty.

So, if you’re going to get caught up in deal hunting on Black Friday/Cyber Monday, you’re probably best placed doing it online. That way, you’ll be better protected should you make a rash decision or two that you later regret.

Test your shopping rights know-how

The average UK family spends just over £800 on Christmas. But if anything goes wrong it can pay to know where you stand and how to put things right.

Before you hit the high street or hammer the online sales, take our quiz and test your knowledge. Let us know how your score stacks up.


Do you know your shopping rights? Has a retailer ever tried to fob you off?


Hey, I’m a shopping rights guru! You haven’t wasted your time on me, Which!

But I did get this wrong: “If you buy a smart TV and the pre-installed software stops working within 30 days from when you receive it, you can reject the TV and get a full refund”. I thought you would just be told how to re-instal or repair the software somehow. Anything to get away with not refunding.


I must have learnt something from my years with Which? with a full correct score. I thought the answer to question 4/7 didn’t quite fit the circumstances somehow.

Let’s have this as a downloadable document that we can print off and carry with us on our shopping expeditions [or as a postcard slipped inside the next Which? Magazine].


Well, I didn’t wish to brag but having banged on about using SoGA and CRA on so many occasions I was relieved to be a 7/7. Question 4 is a good resolution; if a repair is not effective you can opt for a replacement but may have lost confidence in the product so a refund is a sensible option. And if software fails why should you have to go through all the trauma of trying to reinstall it; someone else caused the problem and should deal with it professionally. If it fails on a quality issue you should have the right to a full refund.

We need to use the rights that consumer law gives us but we need support to do that, in both understanding our rights, knowing how to pursue them and forcing certain retailers to stop (illegally) avoiding their obligations. Early problems such as discussed above are only part of our rights.

We also have the right to expect products to last a reasonable length of time, given their price and that they have been used properly. It is high time information was given to consumers to enable them to pursue “durability” claims when they arise. This is particularly so when products fail not long after their guarantee expires but well before their expected life should expire. Several Convos illustrate how consumers have been hit by this problem. I spoke to a Which? staff member at the AGM who told me he had had such a failure but not pursued a claim, simply replaced it. That’s all wrong that people should feel they can only do that. So I’d like Which? to address consumer rights under CRA in a much more active way.


Malcolm – I agree that Question 4 is a good resolution, but the answer given is not as clear as you have provided in your explanation. I won’t repeat the given answer here but I think your version is better, more comprehensible, and much more helpful.

I found you could get 4 out of 7 by just hitting the same button every time – but I won’t say which one!


Some years ago (many years ago?) Which? produced a smart little card detailing all our SOGA rights, which was wallet-sized and ideal for flashing at the obstructive manager. Rather useful it was, too.


We need some more challenging questions, Adam.


@wavechange as a group you’re all very engaged with consumer issues, and I’d expect nothing less than high scores here. These are question we put out to a nationally representative group of the general public, so you can bench-mark where you stand in the country. Making no promises, and very much dependant on the demands on my time over Christmas, I can have a look at producing a couple much more fiendish questions for you all.


You are quite right Adam. I often bring up consumer issues when chatting to people and it’s amazing how little people know about their rights. If we could only get Which? to help a few of its subscribers to take on companies that deny us our rights it could make a very good TV documentary.


We already have Rip Off Britain, Watchdog, dispatches and similar programmes. The danger is that they’ll want to sentationalise a topic to make a point rather than simple explain our rights and give sensible examples. Education rather than incitement, but that makes for less entertainment.

We need real action to improve the consumer’s lot. Someone mentioned making it a requirement for all retailers to prominently display an official notice outlining consumers rights in their shops, – and also perhaps distributed with all on-line purchases, not just on websites. We need retailers prosecuted when they deny consumers their rights – that should wake the offenders up to dealing properly with customers. Which? can help with this with its lobbying, parliamentary contacts, its legal powers, helping customers through Briefcases and Which? Legal. But it needs approaching in a considered, balanced and professional way, not by sensationalising it.


That is exactly what I have in mind for a documentary. For a TV programme to be of popular appeal, you might have to compromise a bit on the presentation style.

I would hope that Which? would be well remunerated for providing quality material.


A manual Carpet Sweeper has broken after only about 6 months when trying gently to extricate it from under a door, when it snapped like a matchstick with no apparent force applied. It was the integral plastic piece linking the base with the broomstick part. What would seem like a fair approach. The manufacturers say I would need to return to the family Ironmonger I bought it from locally.


The manufacturer is correct; your contract is with the retailer you bought it from, unless the problem is covered by their guarantee and you have chosen to make a claim on that. You would be needing to show that there was a weakness on the product that was a fault- either a flaw in the component or a component that was not adequate for the job (poor design of inadequate strength or inappropriate material for example). With plastic components a flaw might show up as a void in the moulding or a sign that the plastic has not flowed properly into the mould. If it is simply too weak this might be hard to prove without expense but a reasonable person might recognise it as deficient. I’d suggest you approach the retailer in a polite and reasonable way and make your case, quoting the Cionsumer Rights Act that requires a product to “be of satisfactory quality”. Quality of goods includes
– freedom from minor defects (such as marks or holes)…..
– durability
and ” be fit for purpose”.
As floor sweepers generally are expected to be pushed under furniture they should be resistant to stresses when they are being used like that.


Jean – I suggest that you do approach the retailer since most retailers are happy to sort out problems within the guarantee period. They can make a claim against the manufacturer, of course.


Despite UK consumer protection law, I have (on a couple of occasions) found AmazonUK extremely difficult to deal with when returning faulty items after Amazon’s intitial return period has expired. Their customer service pages appear designed to discourage this and when you finally achieve contact, they will try hard to make you deal with the supplier/manufacturer. In the case of items they simply handle for smaller businesses, it can be almost impossible to get things repaired or secure a refund and Amazon has what amounts to a “couldn’t care less attitude.” It also seems that Amazon has an undisclosed policy of closing the account of anyone who returns too many items or makes too much of a fuss about things.