The Consumer

• A consumer is a person who buys goods and services for their own personal use
• How to make sure you are an informed consumer:

  • prepare a budget and stick to it
  • shop around, check prices - value for money
  • be able to make a valid complaint
  • know your rights and responsibilities
  • do not impulse buy
• Impulse buying: buying on the spur of the moment/without thinking
• Sale of Goods and Supply of Services Act 1980:

  Goods should be:

  • of merchantable quality
  • fit for purpose
  • as described

  If a service is being provided:

  • person providing the service should be qualified to do so
  • should use good quality products
  • repair should be completed with due care and attention
• Sale of Goods and Supply of Services Act 1980:

  Forms of redress:

  • repair
  • refund
  • replacement
• Sale of Goods and Supply of Services Act 1980:

  Buying online (with the EU):

  • if goods are faulty:
  • if you request a refund, the seller must give it to you within 14 days of cancellation, including standard delivery costs
  • if you change your mind:
  • since you are unable to see the goods before buying them, you are provided with a 'cooling off' period, which lasts 14 days
• Sale of Goods and Supply of Services Act 1980:

  Shop signs:

  • signs such as 'no refunds', 'no exchange', or 'credit notes only' are illegal and do not limit your rights if the goods are faulty
• Sale of Goods and Supply of Services Act 1980:

  Guarantees:

  • a guarantee is a written promise from the manufacturer to repair faulty items free of charge within an agreed time
  • a guarantee gives you additional protection and strengthens your consumer rights
• Consumer Protection Act 2007:

  • it's illegal for business to give false descriptions or misleading information to consumers
  • examples of misleading information:
  • a false claim about a product or service
  • the price is misrepresented
• Consumer responsibilities:

  • behave wisely when buying goods or services
  • avoid impulse buying
  • shop around for the best value for money
  • use products carefully in accordance with the manufacturer's instructions, to avoid damaging them
  • dispose of packaging responsibly, recycling where possible
  • know your legal rights
• Not a valid complaint when returning goods:

  • if you do not return the goods within a reasonable period of time
  • if you change your mind
  • if the fault was pointed out or clearly marked when you bought the product
  • if you didn't use the good properly
• False economy: a situation where we buy something that costs less than other brands or seems to be better value, but turns out to be more expensive in the long run
• Opportunity cost: the item you do without when you have to make a choice between two or more actions (opportunity cost = opportunity lost)
• Receipt: written proof of purchase
• Receipt must have:

  • date
  • amount of money handed in and any change given
  • price
  • name of shop
  • name of product purchased
• Credit note: a document from a shop which lets the customer buy an item to the value of the goods returned.

  You do not have to accept the credit note if you have a valid complaint
• Financial cost: the amount of money you must pay for a product or service