2. Trading Standards Consumer Rights Act 2015
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Questions and Answers

3. Consumer Rights Act 2015 Replaces the Sale of Goods Act 1968
Provides implied rights for customers
Goods must be as described, fit for purpose and of satisfactory quality
Services must be completed in a reasonable time and with reasonable care and skill.

4. New consumer remedies for faulty goods
Right to reject goods for full refund within 30 days of purchase if faulty
Right to reject goods within 6 months of purchase for partial refund if faulty
Right to reject goods if repeated repairs fail

5. Flow diagram for remedies

6. Case studies/examples
Customer purchases a swimming pool and reports a fault after 5 weeks. Some of the functions are not operating. Customer asks you to fix the problem.
Customer wants to reject a pool supplied and fitted 4 months ago. Consumer admits they don’t use it as its too much work to clean etc.
Customer reports a fault after 18 months. The warranty issued was for 1 year only. Are you as the retailer , liable to help?
Customer seeks to reject on the belief the salesperson mis-sold the goods.

7. The Consumer Contracts (Information, Cancellation
The Consumer Contracts (Information, Cancellation... and Additional Payments) Regulations 2013
Details the legal information that must be provided in a contract and how it must be conveyed. Includes new issues such as access to ADR, after-sales services and guarantees etc
Provides customers with a right to cancel contracts entered into by distance means, at their home or when you are away from your normal trade premises.
Provides penalties for not complying inc: the inability to enforce the contract or recover goods already supplied.

8. Customers have the legal right to a 14 day cooling off period starting the day the goods are delivered or installation completed, not when contract signed.
Does not include goods that are made to a customers specification.
Customer need not give a reason for the rejection of the goods but must look after them and return them in the same state as bought.
Trader must reimburse ALL payments
Who is responsible for the costs of returning depends on what the terms of the contract state and the nature of the product.
Traders must supply prescribed information in their contract terms to be compliant.

9. Case Studies/Examples
Customer purchases a pool along with several other add-on products and upgrades. Can they cancel the whole contract and is it considered bespoke?
Can we insist on the goods being returned with the packaging?
What happens if I fail to give these rights ? Can a customer still cancel?

10. Buy With Confidence Scheme
1-2-1 Audit with specific business advice on compliance issues Excellent marketing value Increased customer confidence Support and help with complaints/compliance Philip Mills

11. Summary
Recognise the new rights available to customers and the contractual requirements when you sell goods away from your normal trade premises
Review your current paperwork and procedures to ensure compliance
Understand the difference between warranties and statutory rights
Consider joining BWC for detailed consumer law advice and support

12. Adam Chambers or Phillip Mills