Black Friday 2019: legal rights to a refund and what to do if your goods are faulty

This is everything you need to know both before and after you buy on Black Friday 2019.

Know your consumer rights

It’s important you know your rights as a consumer before shopping on Black Friday, and after making purchases.

Consumer charity Which? explains that “The Consumer Rights Act gives you clear rights, whether you're buying Black Friday deals in store or online. It also covers you if you buy digital content that isn’t up to scratch.”

Gov.uk adds: “The law protects your consumer rights when you buy goods or services. Find out who to contact for consumer protection advice.”

What do I do if I change my mind about my purchase?

If you change your mind about your Black Friday purchase, shops are not legally required to accept returns for any unwanted goods.

Citizens Advice explains that “unless you made your purchase online, shops aren’t legally required to accept returns for unwanted goods.”

However, the advice bureau adds that if the shop has its own returns policy, it must honour this and that the rules differ when shopping online.

“If you buy online however, unless it’s bespoke or made to measure, by law you will get an automatic 14-day cooling off period,” adds Citizens Advice.

“This starts the day after you receive your order, and there doesn’t need to be anything wrong with the item for you to get a refund.”

Consumeradvice.scot has also warned shoppers to “remain vigilant when carrying out our Christmas shopping, ensuring you’re not left short changed.”

What if my purchase is faulty?

If your purchase is faulty, you still have legal rights and may be entitled to a refund.

Citizens Advice explains that: “You’ll have legal rights if you unwittingly bought an item that is broken or damaged, unusable, not what was advertised or doesn’t match the seller’s description.”

You only have 30 days to return a faulty item with the guarantee of getting your money back, but your rights don’t end after 30 days.

After this period the retailer doesn’t necessarily have to refund you, but instead they then have the option of repairing or replacing the faulty item.

Nidirect.gov.uk also explains that, by law, goods you buy must be:

of a satisfactory quality fit for a particular purpose as described installed correctly, if installation was agreed as part of the contract

Digital Content

If you purchase digital content, you are still covered by the Consumer Rights Act.

Which? explains that “Anything you download or stream – including apps, ebooks, games, music or movies – is also covered by the Consumer Rights Act.

If there is a problem with your digital product the retailer or app store you bought it from has one opportunity to repair or replace it if it's of unsatisfactory quality, unfit for purpose or not as described.”

If the retailer or app store is unable to do this, you can then demand a refund.

Note: These rights only apply to digital content that you have paid for.

Black Friday delivery rights

If there’s a problem with your delivery, it’s always the retailer or seller’s responsibility to deliver your item to you.

If your parcel doesn't arrive on time, arrives damaged, has gone missing, or is stolen from your doorstep, it is down to the retailer to put this right.

Citizens Advice adds: “If the seller used a delivery company, they should chase the company to find out what’s happened to your order - it’s not your responsibility.

“Check the delivery address you gave the seller. Then contact them and ask where your order is.”

Which? urges consumers to “know your delivery rights and always speak to the retailer in the first instance.”