Understanding Your Consumer Rights
At Lois Price, we believe in transparency and fairness. As a consumer, you have rights to ensure you're treated justly and receive the high-quality service you deserve. We want to make sure you're informed and empowered when it comes to your purchases. Here’s a quick rundown of your consumer rights, focusing on the key rules and checklists to help you know when to use your rights.
Checklist for When to Use Your Rights
- Is the quality of the goods unacceptable?
- Are the goods unfit for the purpose discussed?
- Do the goods fail to match the description you got before buying?
- Do your goods fail to match a sample or demonstration model?
- Did the business fail to fulfil all their extra promises of quality and performance?
- Did the service provider fail to use reasonable care and skill?
- Did the service provider fail to do what you asked them to do?
- Was the service delivered in an unreasonable time?
If you answered ‘Yes’ to any of these questions, it’s time to use your rights.
Checklist for When Your Rights Don’t Apply
- Did you misuse the product in any way that caused the problem?
- Did you get the product or service you asked for, but have since changed your mind?
If you answered ‘Yes’ to either of these questions, then you don’t have the right to ask for a repair, replacement, or refund. Some businesses offer exchanges or refunds if customers change their minds, but this isn’t the law. You can’t expect all businesses to do this.
Occasions When Consumers Aren't Entitled to a Repair, Replacement, or Refund
You are not entitled to a repair, replacement, or refund under the consumer guarantees if:
- You got what you asked for but simply changed your mind, found the product cheaper somewhere else, or decided you didn't like the purchase or had no use for it. However, if a business has a ‘change of mind’ policy, they must follow it.
- The problem with the product was caused by the consumer misusing it.
- You knew of or were made aware of the problem with the product before you bought it (but you may be entitled to a repair, replacement, or refund for a different problem that wasn’t made clear before you bought it).
- You asked for a service to be done in a certain way against the advice of the business.
- The problem with a service was caused by the actions of someone other than the business.
Products and the Consumer Rights That Apply
When buying a product, you have the right to expect the following:
- Acceptable Quality: Products should be safe, lasting, have no faults, look acceptable, and do all the things someone would normally expect them to do.
- Fit for Particular Purpose: The goods must fit the purpose you discussed with the business before buying or the purpose for which the goods are commonly supplied.
- Matches Description: Any description of the goods given by the business or written on packaging or labels must be accurate.
- Matches Sample or Demonstration Model: If you see a sample on display, or have a trial run or demonstration and ask to buy the same product, what you get must match the sample or demonstration.
- Extra Promises: Businesses must meet any extra promises they make about the condition and quality of goods or the way they work (called ‘express warranties’).
- Repairs and Spare Parts: You should be able to get repairs and spare parts for a reasonable time after purchase.
- Title to the Product, Undisturbed Possession, No Hidden Debts or Charges: You have the right to own the product, possess it without interference, and not be subject to hidden debts or charges.
What is a Major Problem?
An issue that would have stopped someone from buying the product or service if they’d known about it.
A product that:
- Is unsafe.
- Is significantly different from the sample or description.
- Doesn’t do what the business said it would, or what you asked for, and can’t be easily fixed.
A service that:
- Is substantially unfit for its common purpose and can’t be easily fixed within a reasonable time.
- Does not meet the specific purpose you asked for and cannot be easily rectified within a reasonable time.
- Creates an unsafe situation.
When Should I Ask for a Repair, Replacement, or Refund?
There are eight simple rules to determine when it is time to use your rights.
Rule 1. Acceptable Quality
All goods must be of acceptable quality. This means they are:
- Safe
- Lasting
- Have no faults
- Look acceptable
- Do all the things someone would normally expect them to do.
Example: You’ve had your kettle for just one month and it doesn’t work anymore. Time to use your rights.
Exceptions to the Rule: You can’t ask the business for a repair, replacement, or refund if you have caused the problem by being careless or misusing the product, or haven’t followed the instructions.
Rule 2. Goods Must Fit the Purpose
The goods must fit the purpose you discussed with the business before buying or the purpose for which the goods are commonly supplied.
Rule 3. Goods Must Match the Description
Any description of the goods given by the business or written on packaging or labels must be accurate.
Example: The shirt you ordered online arrives in the wrong colour. You ordered a red shirt, but they sent you a blue one. Time to use your rights.
Rule 4. Goods Must Match Any Sample or Demonstration Model
If you see a sample on display or have a trial run or demonstration and ask to buy the same product, what you get must match the sample or demonstration.
Example: Your bike doesn’t match the demo model. It only has two speeds and you asked for the four-speed model. Time to use your rights.
Rule 5. Businesses Must Meet Any Extra Promises They Make
Extra promises businesses make about the condition and quality of goods or the way they work are called ‘express warranties’. If businesses make any extra promises, they must make sure that you get them all.
Example: A salesperson tells you that the trolley you are buying is made of steel and can carry any amount of weight. But when you are moving house, the trolley breaks under the pressure of all the boxes. You were told this trolley was strong enough for any load. Time to use your rights.
Rule 6. Services Must Have an Acceptable Level of Care and Skill
Businesses must provide services with an acceptable level of care and quality.
Example: You ask a painter to paint your fence white. You come home to find that your fence is painted pink and it is blotchy and uneven. You said you wanted white and expected an even, clean finish. Use your rights. Ask the painter to fix the problem.
Rule 7. Services You Asked for Should Fit the Purpose or Give the Results You and the Business Agreed to
Example: You ask a handyman to build you a dog kennel that is two metres wide and one metre high. Instead, you end up with a kennel only big enough to fit a cat, rather than your dog. Use your rights. Ask the handyman to fix the problem.
Rule 8. You Should Receive Services in a Reasonable Time
Service contracts usually state a date when you will get the service, or in the case of longer-term contracts, a finish date. If your agreement doesn’t state this, the supplier must deliver the service in a reasonable time.
Example: A roof repairer started to repair your leaking roof over a fortnight ago. Then, a couple of days later, he disappeared, leaving the job unfinished, with the roof still leaking. It’s been two weeks since you last saw the roof repairer. He said he’d fix the roof, but it’s still leaking. It’s time to use your rights.
At Lois Price, we’re not just about great fashion and impeccable style; we’re also about ensuring our customers have a seamless and satisfactory experience from start to finish. We’re here to support you every step of the way, making sure your consumer rights are upheld.
If you ever feel that your rights are not being respected, don’t hesitate to reach out to our customer service team. We're here to help and ensure that your experience with us is nothing short of fabulous.
Stay stylish, stay informed, and remember, at Lois Price, you’re always in good hands. For more details, check out our comprehensive Refund & Replacement Policy