Consumer Basics
A person who purchases goods or services for their own personal use.
What is a consumer?
What is merchantable quality?
The standard requiring goods to be of acceptable, usable quality given their price and description.
The "3 Rs" of consumer redress for faulty items.
Repair, Replace, and Refund?
what word Retailers are prohibited from displaying signs with this specific wording.
"No Refunds"?
The specific person in a retail store you should request to speak with when making an in-person complaint.
the manager?
What are goods?
Physical, touchable items like a phone or a book.
Service providers must possess these two requirements when carrying out work.
What are necessary skills and qualifications?
What is a credit note?
A store voucher issued for returned goods that can only be spent in that specific shop.
What is a guarantee?
A manufacturer's free promise to repair or replace an item that develops a fault within a set timeframe.
The statutory body (abbreviated CCPC) where breaches of consumer protection laws can be reported.
Competition and Consumer Protection Commission?
What are own-label products?
Products that carry the brand name of the retail store selling them and are typically cheaper than brand names.
The legislation protecting consumers when buying items online, over the phone, or via mail order.
What is the Consumer Rights Act 2022?
True or False: A consumer who returns a faulty product must accept a credit note if the store offers one
False
What is a warranty?
An optional extended coverage plan that functions like insurance and requires a paid premium.
What is the Small Claims Procedure?
The accessible, low-cost legal process used to settle unresolved consumer disputes without hiring a solicitor.
What is caveat emptor?
The Latin phrase meaning "let the buyer beware".
Under what law is changing your mind acceptable
Under distance selling rules, online shoppers have the right to cancel or return goods simply because of this reason.
One scenario where a consumer complaint is legally invalid.
What is changing your mind after buying in-store, damage caused by misuse, or a fault pointed out prior to purchase?
the item must have been listed at the higher price for this many consecutive days in the previous 3 months.
28
The sign-off phrase required at the end of a formal complaint letter addressed to "Dear Sir/Madam".
"Yours faithfully"?
What is a receipt?
The core document or proof a responsible consumer should keep to show proof of purchase.
Under the Sale of Goods and Supply of Services Act 1980, goods must meet four criteria: merchantable quality, fit for purpose, as described, and this.
as per sample
The immediate first step a consumer should take upon realizing a product is faulty.
to stop using the product immediately?
The three main types of unfair commercial practices under the Consumer Protection Act 2007.
misleading, aggressive, and prohibited practices?
The three main items of information that must be stated in the body of a formal complaint letter or email.
What are purchase details, fault details/legal breach, and the requested remedy?