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If they buy goods or services which turn out to be faulty or not of satisfactory quality, they may be entitled to a repair, replacement or refund from you as a retailer. And if they are given false or misleading information regarding how you describe your goods or services, they may also be due a refund.
The customer does not have to bear the cost of returning the goods to you if these are:
- Faulty
- Not of satisfactory quality
- Different to the ones ordered (do not match their description) or
- Substitute goods
The key legislation in this area covers issues such as:
- Distance selling
- e-Commerce (if you take orders via the Web or email)
- Doorstep selling
- Data protection