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Consumers urged to know their rights

Trading standards seizures

Christmas shoppers are being urged to know their rights around refunds, returns and replacements when buying electrical goods.

Their advice follows the results of a survey which showed that two-thirds of consumers interviewed have purchased problem goods in the past two years - with one in four people initially turned away by retailers when seeking redress.

However, the Citizens Advice survey also showed that persistence paid off, with 61 per cent of those who carried on trying to resolve things getting some form of solution.

As part of National Consumer Week, which runs until Sunday, the Chartered Trading Standards Institute (CTSI)  are supporting Citizens Advice, and the Department for Business, Innovation and Skills to help businesses understand their responsibilities.


Our teams are keen to help businesses and ensure they don't fall foul of the law. Taking a responsible and proactive approach can help avoid difficulties further down the line, which is better for the business and the customer.


Leon Livermore, CTSI chief executive, said: “Retailers are responsible for training their staff, but consumers should spend a few minutes familiarising themselves with their right for a repair, refund or replacement.

“Consumers who know their rights shop with confidence, saving time and money, which is good for all concerned. People should consider their rights whenever they make a purchase but they may wish to take extra care at Christmas.

“Nobody wants to give or receive a defective product but it is important to know how to resolve any issues, should they arise.”

Businesses based in Leicestershire who require advice can contact trading standards on 0116 305 8000 or email

Consumer advice is available from the Citizens Advice consumer service on 03454 04 05 06 or online on

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