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Shoppers lose £1.2bn by failing to exercise rights

New Which? Consumer Rights site helps solve your problems


New Which? research has revealed shoppers in Britain lost out an estimated£1.2bn in the last year by not exercising their rights to return goods. 

This is the equivalent of sending 8,924 parcels on a flight to space and back. 

Which? has launched a new Consumer Rights website to provider consumers with clear information on rights when returning goods, and much more.

Which? executive director Richard Lloyd said: ‘Our new consumer rights website is really easy to use and helps people know what they’re entitled to, with practical advice on how to get your money back.’

Know your rights

Our new consumer rights site, launched to coincide with World Consumer Rights Day, helps people get clued up on their rights. 

It provides straightforward advice on different problems from shopping rights to travel complaints and mobile phone issues – to name a few. It offers step-by-step guidance taking you from problem to resolution. 

It also includes letters that help cut through the legal jargon to effectively resolve your problem, and has easy-to-digest information on , putting you in the know about your rights. 

Returning goods – the facts

Many consumers are not aware of their rights when it comes to returning goods

Four in ten of those we surveyed didn’t know they have seven working days from the day after they receive an item bought online to let the seller know they want to return it – even if they simply change their mind.

Under the Sale of Goods Act, if you buy something and it breaks within the first six months, it’s up to the retailer to prove the item is not faulty. 

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