Guide

Returns and refunds, warranties and complaints

Introduction

Even the best businesses are sometimes faced with a customer who isn't satisfied with the goods they've bought or who simply wants their money back.

Alongside improved consumer-protection legislation, awareness of consumer rights has increased dramatically over the last 30 years. This has led to an increase in people's expectations of the sort of redress they can expect when goods aren't up to scratch. It's therefore essential to know what you're required to do when a customer complains.

But it's not only retailers that should be aware of the legislation that protects dissatisfied consumers. Anyone in business who provides goods should be aware of their obligations to customers.

This guide explains your customers' rights to return goods and the differences between warranties and guarantees.