"Double check your rights" when returning faulty presents

Saturday 30 December 2023

Buying presents isn't always smooth sailing, as even the perfect gift can be subject to mishaps... so, what are your rights if you need to return faulty goods?

The Jersey Consumer Council has issued a few tips.

Express takes a look at the advice for those looking to return a problematic present...

Faulty goods

Under the Supply of Goods and Services (Jersey) Law 2009, consumers are protected if their goods are:

• Faulty or damaged

• Useless

• Not what was advertised or matching the description

This applies whether the goods were bought new, in a sale, or second-hand.

Usually, consumers will be required to show a proof of purchase, such as a receipt, to return the goods.

If they are faulty, within a reasonable time period after purchase, a consumer is entitled to a full refund or compensation.

However, a repair or replacement could be selected as an alternative, which would be at the company's discretion to accept.

What can qualify as proof of purchase?

• Till receipts

• Email receipts

• Gift receipts

• Gift cards

• Bank and credit card statements

• Cheque book stubs 

What about online shopping?

When it comes to returning items bought online, consumers usually have the right to change their mind and cancel their order for up to 14 days from when they receive the goods.

There are some exceptions to this, such as perishable items or personalised items, or items bought from a private individual. 

Pictured: Consumers are protected against faulty goods under the the Supply of Goods and Services (Jersey) Law 2009.

Those who bought online from a UK-based seller can cancel the order from the time it is placed until 14 days after they have received it.

Some companies will do pre-paid returns, but others will expect you to pay.

The seller is also responsible for getting it to you – if an item arrived damaged, the consumer needs to contact whoever they bought it from.

"Double check what your rights are"

However, depending on the terms and conditions, you may have had to unpack and test the item whilst the courier or delivery person is present in order to send a faulty item back.

If you’re returning a faulty product to a UK-seller, they must bear any reasonable cost of that return

Chair of the Jersey Consumer Council, Carl Walker said: "The main piece of advice is for people to understand what you are entitled to when it comes to returning or refunding goods.

"Double check what your rights are."

Credit card purchases

Consumers get additional protection when they buy goods or services over £100 if they paid using their credit card.

The law makes the credit company jointly liable with the retailer or tradesman for faulty goods, poor quality work or inadequate services, even if only part of the payment was on the credit card.