Presenting his ITV programme The Martin Lewis Money Show Live in Manchester, the finance journalist talked about consumers’ rights ahead of the busy Christmas shopping period
Money guru Martin Lewis dispelled several myths around consumer rights tonight.
The financial journalist, 53, hosted The Martin Lewis Money Show Live on ITV, an edition specifically concerning Christmas shopping and how to bag bargains in the coming weeks. During one segment, he asked the audience in Manchester to play a game he called “Consumer Rights or Wrongs” and guests had to raise their hands in agreement — or disagreement — about various statements.
For instance, Martin said is it legally correct for staff at a shop to say: “Sorry, as it’s a specialised piece of equipment you’ll need to take it to the manufacturer” if you want to return an item. He confirmed this is not accurate, and consumers should put their foot down when faced with this waffle.
“Let me be very plain; if you have a faulty item, whether you bought it in store or online, your rights are always with the retailer. It is whomever you purchased it from, that is where your consumer rights are. That is your priority place to take it back,” Martin said.
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During this segment, the broadcaster also stressed consumers always need a receipt to claim a refund for items — unless the goods are faulty. He asked the audience is it right or wrong for a business to say: “I’m sorry, we’ll only let you return it (a pink fluffy jumpsuit, in this case) if you have a receipt.”
While around 60% of the studio audience felt the statement was accurate, Martin said this is a regular dilemma he is often asked. Even when the presenter revealed the statement was right, audience members in Manchester could be heard expressing their surprise at this.
Martin continued: “Now, there is a reason for the confusion. If the item had been faulty, which it wasn’t, in store you do not need a receipt. Any proof of purchase would have done, including a credit card statement or something else.
“But the item wasn’t faulty. In this case, you have absolutely no legal right to take it back. It is incredibly important you understand that; no legal rights to return non-faulty items in store, so if they say ‘you need a receipt’, then you need a receipt because they are being generous just to allow you to return it when it isn’t faulty.
“Online, you do have a no fault right of return. There is a big difference between buying in store and online. If you are buying this Christmas, check the shop’s return rights to see if you can return non-faulty items. They don’t have to let you do it.”
