Your rights when you buy in a shop (2024)

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Introduction

The Consumer Rights Act 2022 introduces new rights when you buy in a shop. This page explains these consumer rights. They only apply if you bought something in a shop on or after 29 November 2022.

You have slightly different rights if you:

• Bought on or before 28 November 2022
• Bought something online

Before you buy

You have a legal right to the following information before you buy:

• The seller’s business name, address and phone number
• Product details (if not already clear)
• Total price, or how it will be calculated
• Length of the contract
• Any extra charges, for example, delivery or postal charge
• Your right to cancel, where it applies

The information must be clear, understandable and given to you before you buy.

Sellers must not make false claims that would influence your buying decisions. A seller who makes a false or misleading claim about a product is committing an offence and can be prosecuted.

Find out more about terms and conditions, unfair commercial practices, advertising and pricing.

What you can expect from your product

When you buy a product, you make a contract with the seller. The seller must always provide products in line with the contract.

Under consumer law all products you buy must meet certain conditions. The product must:

• Be fit for any purpose you brought to the seller’s attention
• Be fit for all purposes which it is normally used for
• Have the qualities and features of similar type products
• Fit the description, type, quantity and quality agreed in the sales contract
• Be durable and of expected quality for normal use
• Meet the quality of any sample or model you were shown
• Match any advertisem*nt or labelling
• Have the necessary functionality, compatibility, interoperability and other agreed features
• Come with all accessories mentioned in the sales contract and with the correct instructions
• Have the spare parts covered in the contract
• Be installed correctly by the seller (if applicable)
• Have information on digital updates that support the product, if applicable. You can get updates once or continuously

You have the same rights when you buy at full price, reduced price (for example, in a sale) or buy a second-hand good (if bought from a business).

In some cases, you are restricted by a seller’s shop policy or terms and conditions, for example where you simply change your mind – see ‘Returning something you don’t want’ below.

Read more about your rights as a consumer.

If things go wrong

Under consumer law you are entitled to certain remedies when something you buy does not meet the conditions outlined earlier – see ‘What you can expect from your product’ above.

A remedy can be a:

• Repair
• Replacement
• Refund
• Price reduction
• Short term right to cancel

Read more about faulty goods and guarantees and warranties.

Returning something you don’t want

You do not have an automatic right to a refund when returning something you bought in a shop because you have changed your mind.

If there is nothing wrong with the item (for example, there is no fault) you have no legal right to return the goods. Whether or not you can get your money back depends on the seller’s returns policy.

However, many sellers voluntarily allow customers to return or replace goods during a certain time period. The seller may offer a refund, exchange or credit note as a goodwill gesture. Check what the seller’s returns policy is before you buy.

If the seller accepts returns, you usually must:

• Make sure the items are in good condition
• Keep the original labels and tags attached
• Have proof of purchase (for example, a receipt)

The Competition and Consumer Protection Commission (CCPC) has more information about changing your mind.

How to complain

You have rights if the seller does not meet their obligations to you.

If things go wrong, follow these steps

1. Bring the product back to the seller with original packaging (if possible) and proof of purchase such as receipt, bank or credit card statement, or invoice
2. Explain what the problem is and how you want it corrected
3. If needed, follow up with a written formal complaint

Get more help if you want to complain.

More information

Read more from the CCPC on buying and returning goods.

You can also read about the Consumer Rights Act and what it means for you.