The Consumer Rights Act

If you supply goods to your customers either by sale, hire, part exchange or hire purchase, you must have the right to do so. This means that you must own the goods or have permission from the owner to sell.

Standards goods must meet

All goods, whether new or used, must meet set standards which include:

Good to be of satisfactory quality 

Satisfactory quality is what a reasonable person would expect based on the type of goods, price, and any description or claims made by you or the manufacturer.

Quality involves several factors such as: 

• fitness for all the purposes for which goods of that kind are usually supplied
• appearance and finish
• freedom from minor defects
• safety
• durability

Goods to be fit for a particular purpose

Goods must be suitable for the purpose the customer needs. If the customer tells you, or it’s clear, that they need the goods for a specific purpose, the goods must meet that requirement.

For example, if a customer wants a vacuum cleaner that removes pet hair, any model you suggest or support must be suitable for that specific need.

Good to be as described

You must make sure that goods meet any description you give. For example, a vehicle must precisely match the model specified, have the stated engine size and reflect the accurate number of previous owners, as disclosed to the customer. Descriptions can be verbal, written or visual, such as a photograph on a website.

Good to match any samples or models

If you show a sample (like a carpet swatch) or a model (such as a display product), the goods you supply must match it.

Responsibility for the delivery of goods

As a trader, you are responsible for ensuring that the customer receives the goods. This can be achieved either by handing the goods directly to them in a shop or by delivering them to the customer’s home or another agreed location.

If you have agreed on a delivery date with your customer, you must deliver by that date.

If you do not agree a delivery date before the sale is completed, you must deliver the goods within 30 days from the date the contract is formed. In practical terms, this means the goods must reach the customer no later than 30 days after they place the order.

You should not routinely leave delivery to the end of the 30 days if you can deliver earlier.

As the trader, you are responsible for the goods until the customer, or someone they have authorised, receives them. If you arrange a courier to deliver the items, you are responsible for any errors or issues that may arise during delivery by that courier.

However, if the customer independently arranges for their own carrier to collect and deliver the goods, you are not liable for any problems that might arise during transit.

Installation of goods

If you agree to install the goods you supply, you must carry out the installation properly. This is not only a legal obligation, but also an important aspect of providing good customer service.

Fulfilling these responsibilities shows professionalism and can help support the success and reputation of your business.