New Consumer Rights Act: Everything You Need To Know

From today, new laws will give you greater consumer protection measures as the Consumer Rights Act comes into effect.

Consumers will be entitled to full refunds for up to 30 days after the purchase if they buy faulty goods.

And new protection has come in for anyone who buys digital content - including for online books, films and music.

Second-hand goods bought from retailers will also be covered in the act, as well as people who pay for services like haircuts or repairs to cars.

Anyone who provides a service who do not carry out the as agreed terms with the consumer will have to make things right - or even offer up refunds.

So what can you expect from the new act - and what protections will you now enjoy?

What is the new Consumer Rights Act 2015?
The Act aims to make consumer rights much clearer and simpler. It consolidates three big pieces of consumer law - the Sale of Goods Act, the Unfair Terms in Consumer Contracts Regulations and the Supply of Goods and Services Act - to make shopping in the UK a safer and easier process in case things go wrong.

Why do we need a new Act?
The UK marketplace is changing rapidly - shoppers increasingly spending their money on digital content, with more than £2.8 billion spent on downloaded music, video and games last year, up 18 per cent on the previous year. The rules and regulations needed modernising to protect all shoppers and purchases and to ensure that retailers understand their obligations to customers.

What are the main changes?
The Act gives consumers the right to a full refund on a faulty item for 30 days after purchase, makes it easier to challenge hidden fees and charges, and extends the rules to digital content for the first time.

What exactly are my rights now if I buy an item that turns out to be faulty?
Retailers have one opportunity to repair or replace any goods and the consumer can choose which option they prefer. If the attempt at a repair or replacement is unsuccessful, the consumer can then claim a refund or a price reduction if they want to keep the product.

Does this apply to digital purchases too?
The 30-day rule does not apply to digital purchases but retailers have one opportunity to repair or replace any goods and the consumer can choose which option they prefer.

What about unfair terms and small print?
The key terms of a contract, including price, can be assessed for fairness. This is an improvement for customers because previously such terms were exempt from a fairness test if they were written in plain language. If a term is unfair, the company is no longer allowed to enforce it.

What do I do if a company or staff member still denies me a refund or disputes the new rules?
Businesses have an obligation to ensure all staff understand the new Act, but certified Alternative Dispute Resolution (ADR) providers are available to help when a dispute cannot be settled between the business and the consumer. This should be a quicker and cheaper option than going through the courts. A full list of ADR providers can be found at http://www.tradingstandards.uk/advice/ADRApprovedBodies.cfm