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Know your consumer rights this Christmas, says Which?

16/12/2009

It is Christmas morning and you open, yet another, unwanted or unsuitable gift from a well-meaning friend or family member. Should you return it?

Offering her expert advice to consumers who might find themselves less than happy with the gifts they receive this Christmas, Joanne Lezemore, senior solicitor at Which? legal services, said we should not be afraid to return products.

Consumers should aim to be polite and assertive when returning goods they are not happy with, she said.

"Don't go into shops presuming that the shop is going to refute what you say. On the other hand be assertive and don't just accept what the shop is saying," she said.

Ms Lezemore also advised the public on their rights for returning products, adding that shops do not necessarily have to exchange or refund goods.

"A lot of people presume you can just return unwanted Christmas gifts and that is not the case at all. You can only return unwanted items if there is a policy by the shop," she warned.

Earlier this week, Professor Robert East of Kingston Business School said that companies should welcome complaints from customers because it enables them to improve their goods and services.

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