Understanding Consumer Rights & Refunds

As the festive season is now upon us, customers will be shopping in-store or online for gifts for their friends and family. There is no doubt that both customers and businesses will want the shopping experience to be a smooth one.

Often problems arise when customers receive faulty gifts or gifts that did not meet their expectations so want to request to exchange or obtain a refund for the goods.

It is important that businesses are aware of the legal rights of customers to prevent any potential legal action being taken against them.

What are consumer rights?

The Consumer Rights Act 2015 (CRA) sets out consumer rights when buying products, services and digital content from traders.
A “consumer” is a person who purchases goods and services for personal use. A “trader” includes all businesses.

Under the CRA, when supplying goods, whether physical or digital, they must be fit for purpose, as described and of satisfactory quality.

How can businesses comply with consumer rights?

To comply, it is important that businesses who sell directly to consumers have provisions that incorporate the CRA, or if necessary the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCR), in their Terms and Conditions.

When do customers have a right to a refund?

In the full article, Hem outlines when customers do and don't have rights to a refund and provides advice on handling cutomer refund requests. Click here to read it.

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