Myths that shops would have you believe

SOME traders will tell you anything to make you go away, rather than just give you your money back. Here's a handy look at some common high street fibs.

"We don't offer refunds - you must accept a credit note."

If you buy goods that turn out to be faulty then the contract you made when you bought those goods has been breached. You are therefore entitled to cancel the contract and get a full refund. Remember if you accept a credit note you will not be entitled to change your mind and ask for a refund.

"We can't do anything without a receipt."

There is no legal obligation for shops to even give you a receipt, let alone for you to keep it. Shops should accept any proof of purchase.

"No refunds on sale items."

How often have you seen this sign in a shop? Whether they can do this or not depends on why the goods were reduced in price. If the item was reduced in price because of a fault that was either pointed out to you or that you could have been "reasonably" expected to notice before you bought it, then you are not entitled to a refund.

However, if the item was reduced in price as a special offer and then turns out to have a fault, to have been inaccurately described, or is not fit for the purpose that it was sold for, you are entitled to get your money back.

"Well it is not my fault if the goods are dodgy. I didn't make them, did I? Make a complaint to the manufacturer."

It is the person who sold you the goods with whom you have made a contract. It is therefore the shop or trader that you bought the item from who is responsible for sorting out any problem, and not the manufacturer.

"It was fine when I sold it to you. You must have broken it."

If an item breaks or a fault appears and you inform the trader within six months of purchase, it is the trader's duty to prove that the item had no fault at the time it was sold to you. If you have had the item for more than six months, it is your duty to prove the fault was present at the time of purchase.

Contact the Citizens Advice Bureau at 3 Blossom Street, York, YO24 1AU, phone 0870 126 4850, fax 01904 620571, or email admin@yorkcab.org.uk. You can get details of all of bureau services on the website at www.yorkcab.org.uk

Updated: 09:17 Thursday, February 24, 2005