When you buy a product you are entitled to expect that it is fit for its purpose. It should do all the things you bought it for and continue to work properly for a reasonable period. If not you are entitled to your money back in civil law.

If you pay someone for a service, like a plumber, builder or even a hairdresser or dry cleaner, you are entitled to a reasonable standard of workmanship at a reasonable cost and in a reasonable time. That means that you should not be charged an excessive amount compared to the competition and the job should achieve the purpose.

You are not entitled to your money back if you just change your mind, or broken the product. If there were changing rooms in the clothes shop, you can't ask for a refund if the garment does not fit, or you don't like the colour. You should have thought of that when you bought it.

Shop keepers are entitled to serve who they like, when they like. They are entitled to refuse your custom. Shopkeepers are not allowed to sell hazardous products like alcohol, glue, knives, sex and violent videos or cigarettes to children.

Unfortunately many firms cannot get it right first time, on time. When they don't you should ask for your money back and take your custom elsewhere.

Do

  • Get a receipt and keep it safe
  • Check prices
  • Check small print
  • Complain in writing, email, fax or letter
  • Shop around compare prices and standard of service
  • Act on recommendations not glossy adverts
  • Use members of trade associations - another avenue to complain to - check first to see if they really are who they say they are
  • Use a credit card for items over £100, gives you another means of redress with the credit card company
  • Know who you are dealing with and their correct address

Don't

  • Pay cash in advance
  • Pay a deposit unless it is stated as refundable
  • Use the telephone only to complain to the trader
  • Employ a builder or plumber without seeing other examples of his handicraft first
  • Buy a second hand car without contacting the previous owner on the log book first
  • Accept credit notes instead of refunds
  • Only accept a repair if it suits you

Related information

Contact us

Waltham Forest Trading Standards
Environment and Regeneration
Waltham Forest Council
Sycamore House
Forest Road
Walthamstow  E17 4JF

Email wfdirect@walthamforest.gov.uk
Tel 020 8496 3000