Citizens Advice Maidenhead & Windsor
Advice column for the Maidenhead Advertiser – December 2017
Started Christmas shopping? Know your consumer rights
“I’ve ordered the ‘must-have’ toy for my daughter this Christmas but it hasn’t arrived.”
It’s the seller’s legal responsibility to make sure your item is delivered and you can ask them to chase the delivery company for you. If it doesn’t arrive then you’re then legally entitled to a replacement or refund. If the item wasn’t delivered within a reasonable time or the item wasn’t delivered by an agreed date you can ask them to deliver it again. You also have the right to ask for your money back if you don’t receive the item within 30 days of buying it or on the date you agreed with the seller if it was essential to receive it for a special event or as a Christmas present. If the seller refuses to give you your money back, you should put your complaint in writing, and follow the seller’s complaints procedure if they have one.
If contacting the seller doesn’t work there are other ways to get help. You could contact their trade association – look on their website for this information, or contact them to ask; use an alternative dispute resolution scheme – it’s a way of solving disagreements without going to court, where a third party will mediate to try and reach a solution; or depending on how you paid, you might also be able to get your money back through Paypal, your bank or credit card provider if you contact them.
If you think the seller’s broken the law you should report them to Trading Standards. They may be able to investigate and even prosecute the seller, but won’t usually be able to get you your money back.
We have template letters to help you at https://tinyurl.com/gr4uflm or contact Citizens Advice consumer helpline on 03454 04 05 06.
For more advice, speak to our friendly team on 03444 111 444 (local rate call) on weekdays between 9-5pm. More information is also available on our website at www.maidenheadcab.org.uk