Customers who are also consumers and not other traders have additional rights. These rights last for up to six years after sale.
Consumers are entitled to ask for either a repair or a replacement in addition to their right to a refund. Read more about what to do if a customer complains?
If they ask for a repair or replacement you should honour their request. But if it's impossible or disproportionately expensive to repair a product, you can offer a replacement instead.
Partial or full refund
If neither repair nor replacement are practical options, you can offer a partial or full refund if this would be cheaper for the business. When you're considering whether to give a full or partial refund, you can take account of the benefits the consumer has gained since they bought the goods.
Dispute a claim
If you want to dispute a claim by a consumer for a repair or replacement, remember that for the first six months it's up to you to prove that the fault was not present at the time of sale. However, after six months it's up to the consumer to prove that the goods were faulty when sold.
If a consumer complains about services you have provided then you should offer a repair or appropriate compensation.
Know your legal responsibilities
- Do you need a licence?
- Get the right business insurance
- Comply with the law when providing goods and services
- Know your customers' rights
- Distance and online selling rules
- Understand pricing legislation
- Buying goods from outside NI
- Selling goods outside NI
- GDPR compliance checklist
- Pay your business rates
- Understand staff contracts and your responsibilities
- Taking on contractors and subcontractors
- Health and safety basics for business
- Know your legal obligations on pensions
Understand tax and VAT
Sell and market your products or services