As Boxing Day sales sweep the nation, money expert Martin Lewis has issued a guide to shoppers' rights, warning that policies often change during sales. He advises making complaints calmly, politely and firmly for best results.
Lewis highlights that shoppers have no legal right to return goods bought in store if they simply change their mind, unless the item is faulty. However, if a store publishes a returns policy, it is enforceable. Online shoppers have stronger rights under Consumer Contract Regulations, with up to 14 days to notify the seller of a return and another 14 days to send it back.
He reminds consumers of the 'SAD FART' rule: goods must be of Satisfactory quality, As Described, Fit for purpose, and last a Reasonable length of Time. If faulty, shoppers have 30 days to return for a full refund. Proof of purchase is required, but a receipt is not always necessary.
Lewis warns that some stores suspend return policies during sales, so check before buying. Faulty discounted goods carry the same rights, and second-hand items from traders also have protections, though expectations of quality may be lower. The retailer, not the manufacturer, is responsible for faulty goods.
He also dispels the myth that EU rules guarantee electronics last two years; in the UK, the limit to complain is six years, but 'reasonable' durability depends on the item's price and type. Despite strong rights, enforcing them can be difficult if shops refuse, as court action is often impractical for low-value items.
