Is The Trader Right?

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How well do you know your rights? Have you taken faulty goods back to a trader, only to be turned away? In the following examples, statements made by traders are shown to be right or wrong in terms of the law. They may help you deal with situations that can arise when buying goods or services.


"You haven't got a receipt, I don't have to do anything".
Wrong - It is enough that you have some proof that you bought the goods from the trader, such as a credit card statement.

"There is nothing wrong with the goods, I am not giving a refund because you have changed your mind".
Right - Your rights only cover faulty or incorrectly described goods.

"The goods are faulty but I only give credit notes, not refunds".
Wrong - You have a right to a repair or refund. Only accept a credit note if you want to purchase other goods from the same trader.

"I am sorry you cannot find anything else you like, but I don't refund money on credit notes".
Right - You have no right to a refund once you have accepted a credit note.

"The problem is due to fair wear and tear or misuse. You'll have to pay for the repair".
Right - Fair wear and tear or misuse is not a fault. The trader is not liable in this case.

"The notice says no refunds. I cannot do anything for you".
Wrong - These notices are illegal and cannot take away your rights.

"You should have made sure it fitted before you bought it".
Right - Your rights only cover faulty or misdescribed goods.

"Even though I don't have fitting rooms, it was still up to you to make sure it fitted".
Right - Shops don't have to have fitting rooms. It is up to you to buy clothes that fit.

"The goods are not guaranteed so there is nothing I can do".
Wrong - The law gives you rights over and above any guarantee.

"The guarantee has run out so you will have to pay for the repair".
Wrong - Goods are required to be durable by law therefore, depending on the quality and price of the item, many goods should last longer than the manufacturer's 1 year warranty.

"I want to send them back to the manufacturer to find out what is wrong".
Right - If you cannot prove what the fault is, this is a reasonable response from the trader.

"These are sale goods so you cannot bring them back".
Wrong - Your rights still apply to goods sold in a sale.

"The repair may take some time because the parts have to be imported".
Right - As long as the trader fixes the goods in a reasonable time you may have to accept some delay.

"The goods are second-hand so I do not have any responsibility".
Wrong - Second-hand goods must be in a reasonable condition for their age and the price you paid.

"The fault was pointed out to you when you bought it. There is nothing I can do".
Right - You cannot demand a refund or a repair for faults that were pointed out at the time of sale.

"You will have to send the faulty foods back to the manufacturer".
Wrong - The trader who sold you the goods is responsible for all problems.

"I don't have to sell you those goods".
Right - The trader can accept or refuse your offer to buy.

"You're too late. You must complain within 14 days."
Wrong - You must complain as soon as you discover the fault, but there is no fixed time limit.

"You did not buy it, so you cannot bring it back."
Right - Although most reputable traders will deal with you concerning goods you have been given, it is only the person who bought the goods who has the right to complain.

If you have had a problem with a trader and your circumstances are not listed here, or in our FAQ section above, please contact us for more detailed information.

Contact us

• email: ts.es@renfrewshire.gov.uk
• phone: 0141 840 3184
• fax: 0141 842 5457
• call in or write to us at:
  Trading Standards
  Environmental Services
  Renfrewshire House
  Cotton Street
  Paisley
  PA1 1UG