Consumer Issues

The law states that goods must be either of satisfactory quality, as described or fit for purpose. If goods have been supplied and they are not of satisfactory quality, you are entitled to either a repair, replacement or a refund.

These rights are valid for six years from the time of purchase. The solution offered by the retailer should be proportionate and take into account the usage and amount of time since the product was purchased. This does not include wear and tear.

If the problem has occurred within the first six months, then it is believed to have been supplied in that condition unless the trader/retailer can prove otherwise.

The retailer is entitled to see proof of purchase, which is normally, but not necessarily the receipt.

Trading standards services and / or the Citizens Advice Consumer helpline can provide help with these issues. See Related Information for contact details. 

It is always best to agree a price for repairs beforehand, but when such situations arise it could become a civil dispute.

In these circumstances you are entitled to receive a service which has been carried out with reasonable care and skill, within a reasonable time, for a reasonable price.

If you feel that the price is excessive, it would be a good idea to get an independent written estimate of what someone else would charge to do the work.

If you still feel the price is excessive then contact the Citizens Advice consumer helpline on 0808 223 1133.

If the retailer informed you that the perfume was Chanel, sold it to you as an original and you paid a reasonable price (so as to make you believe it was genuine), then you should contact your local Trading Standards department. They will take up the complaint on your behalf. Although the retailer could be said to have obtained your money by fraud, Trading Standards are the best organisation to deal with these matters.

This principle applies to most consumer purchases and therefore these factors can be considered when purchasing many products.

It is worth buying such products from reputable stores to avoid potentially harmful counterfeit products. To find the contact details of your local Trading Standards office and for further information, please see the links in Related Information.