Restrictive statements

Home > Services > Business > Trading standards

Businesses are prohibited from displaying notices which indicate that no redress will be given to a customer with a complaint about the supply of goods.

The law prohibits the display of signs or notices which state or imply that a consumer, with a genuine complaint, would not be able to pursue their claim against the trader.

It does not apply to businesses where ALL their sales are other than by retail (e.g. wholesale businesses which only deal with other traders).

Examples of prohibited statements

Any statement which would cause a reasonable person to conclude that they would not be able to pursue a justified claim against a retailer would be prohibited and therefore illegal. Examples of statements deemed illegal are:

• No cash refunds
• No refunds on sale goods
• Sold as seen
• Please examine your goods with care because our liability ends once they leave the premises
• No refunds or exchanges without a receipt

Sale of second hand goods or rejects

Unless specific faults are pointed out to the customer at the time of purchase, the law will apply in exactly the same way and the customer's legal rights remain the same. If a fault is pointed out to a customer before a purchase is made, then no claim can be made in relation to that fault. However, if a separate fault develops the customer may be entitled to a refund. Therefore, even in relation to the sale of seconds or rejects, it is illegal to display a notice which indicates that no redress will be made in the case of a complaint.

Does the law only apply to notices?

No. Such statements are also illegal if used in the following circumstances:

• Published in an advertisement
• Marked on goods
• Included on a document given in relation to a consumer sale e.g. order form, invoice or delivery note

Returns policy

The following suggested notice is for your guidance only and no liability is accepted for any actions arising from the use of the notice.

"We will only give refunds on goods sold which are found:

• not to be of satisfactory quality
• not fit for the purpose for which they were sold
• not to correspond with their description
• not to correspond with a sample on display, or
• sold without authority to sell
• and are returned within a reasonable time.

If goods are returned for any other reason, refunds or exchanges will be at the discretion of the management.

Any request for redress must be accompanied by a valid receipt or other proof of purchase.

Please remember you are not entitled to a refund if:

• you have simply changed your mind
• you have damaged the goods after you have bought them or,
• you were aware of the defect before you bought the goods.

This does not affect your statutory rights under the Sale of Goods Act 1979 (as amended)".

This page is not comprehensive and may be subject to amendment. For more detailed information and guidance please contact us.

Contact information

• email: ts.es@renfrewshire.gov.uk
• phone: 0141 840 3184 (select option 2)
• call in or write to us at:
  Renfrewshire Council
  Environmental Services
  Trading Standards
  Renfrewshire House
  Cotton Street
  Paisley
  PA1 1BR