4.4 CONSUMER LAW

• CONSUMER RIGHTS ACT (2015)

  • Includes previous CONSUMER laws about both ONLINE and PHYSICAL purchases
  • CONSUMERS have the RIGHT to get a REPAIR / REPLACEMENT if their PRODUCT becomes FAULTY
• A PRODUCT MUST BE:

  • As DESCRIBED
  • Fit for PURPOSE
  • Of SATISFACTORY QUALITY
• AS DESCRIBED:

  • Good supplied- must match DESCRIPTION / SAMPLES shown to the CUSTOMER
• FIT FOR PURPOSE:

  • Must be able to USE the product for its intended PURPOSE
• OF SATISFACTORY QUALITY:

  • Good shouldn't be FAULTY or DAMAGED
• KEY POINT:

  • If something has gone WRONG with an ITEM that has been PURCHASED, the CUSTOMER may be ENTITLED to a REFUND, repair or REPLACEMENT
  • Even if it is SECOND-HAND
• WHEN DOES THE CONSUMER LAW NOT APPLY?

  • Damage by WEAR / TEAR , accident or MISUSE
  • If the CONSUMER was aware of the FAULT before they bought the item
  • If the consumer has "changed their MIND"
• IMPACT OF CONSUMER LAW: REPUTATION:

  • If the consumer law is BROKEN- a business could face legal PROSECUTION (negative impact on REPUTATION)
  • Business has to INVEST in new quality SYSTEMS to ensure that they adhere to the LAWS (adds to COSTS, impacts PROFITS)
• IMPORTANCE OF SAFETY IN DESIGN:

  • It is the BUSINESS' responsibility to ensure that the product is SAFE to USE
  • Failing to meet responsibility: LEGAL action (e.g. imprisonment, FINES) or could get SUED
• IMPACTS OF CONSUMER LAW: (4 ASPECTS)

  APPEARANCE

  DURABILITY

  FREEDOM FROM MATERIAL DEFECTS

  FITNESS FOR USE
• APPEARANCE:

  • For example: person orders a CAR of a SPECIFIC colour and got a DIFFERENT colour- entitled to a REFUND / REPLACEMENT
• DURABILITY:

  • For example: Customer buy an EXPENSIVE laptop- should last at least 3-4 years (any less- product isn't DURABLE- covered by consumer LAW)
• FIT FOR USE:

  • Should meet the customers INTENDED PURPOSE
  • E.g. CAR- should be able to DRIVE
• FREEDOM FROM DEFECTS:

  • If a NEW product is BOUGHT, it should be NEW and PRESTINE