Financial journalist Martin Lewis has issued a vital clarification on consumer rights, directly tackling common misconceptions just as the busy Christmas shopping period gets underway.
Your Rights Are With The Retailer
Presenting a live edition of The Martin Lewis Money Show from Manchester, the money saving expert was unequivocal about where shoppers' legal protections lie. He used a segment called "Consumer Rights or Wrongs" to engage the studio audience and debunk widespread myths.
Lewis confronted one of the most frequent retail fob-offs, where staff claim a faulty specialised item must be returned to the manufacturer. "Let me be very plain; if you have a faulty item, whether you bought it in store or online, your rights are always with the retailer," he stated firmly. He emphasised that the place of purchase is the consumer's priority for any claims, urging viewers to stand their ground against incorrect advice.
The Receipt Rule: Faulty vs Non-Faulty
The broadcaster also tackled confusion around proof of purchase, revealing a critical distinction that surprised many in the audience. He posed the scenario of a shop refusing to return a non-faulty item, like a pink fluffy jumpsuit, without a receipt.
While most of the audience believed this was wrong, Lewis confirmed the shop was within its rights. "You have absolutely no legal right to take it back," he explained regarding non-faulty goods bought in a physical store. He clarified that any return policy for such items is an act of generosity from the shop, not a legal obligation.
The rules change dramatically, however, if an item is faulty. In this case, Lewis confirmed that you do not strictly need a receipt. Any proof of purchase, such as a bank or credit card statement, is legally sufficient when returning a faulty product to a store.
Online Shopping Offers Greater Protection
Martin Lewis highlighted a crucial difference between high street and digital shopping. For purchases made online, consumers benefit from a "no fault" right of return, which provides a cooling-off period that doesn't exist for in-store purchases.
His final advice for Christmas shoppers was to proactively check a shop's return policy before buying, especially for gifts, as retailers are not legally required to accept non-faulty returns from physical stores.
