Buying new household goods

Complaints relating to household goods feature significantly in the Consumer and Competition Division's list of the most common consumer complaints. So what do we need to watch out for before buying these kinds of goods and what are our legal rights?

Purchasing new household goods is a big commitment. We do not only invest a lot of money in these goods but very often we also sign a credit agreement with the company to spread the cost over a number of years.

Whatever contract we make with the seller, before signing it we should be aware that these contracts are legally binding and we cannot simply change our mind and expect to be released because, for instance, we found a better deal somewhere else.

Cooling off rights only apply when goods are purchased through remote means of communication, such as by mail order, over the phone, or via the internet. However, if we order goods specifically made to fit our needs, such as a piece of furniture or a specially-designed sofa, our cooling off rights do not apply.

Whenever we place an order, the first issue to agree upon, besides the price, is when the goods will be delivered to us.

If no time-frame is set and the goods ordered are not delivered within a reasonable time, then we should write to the company and request that they fulfil their contractual obligations within a specific time period. If this delivery date is not honoured by the trader, then we may be entitled to end the contract and request the return of any sums already paid.

When it comes to delivery we should also double check with the trader whether there are any extra charges. Very often this charge depends and varies according to the floor we live on. The level of our floor can determine the amount we are asked to pay for delivery. The trader has every right to impose a transport charge but as consumers we should be made aware of this before we place our order.

Once a product is purchased, or we commit ourselves to buy a specific good, our only way back is if the product is not of satisfactory quality, fit for the purposes specified or is not as described or agreed with the trader.

For instance, if we ordered a leather sofa bed, it should be made of leather and should function as a bed as well as a sofa. If either of these criteria is not met, our complaint should be addressed to the retailer and not the manufacturer.

If the defect materialises within the first two years from the date of delivery, by law we are entitled to request a remedy, even if the defective product does not carry a commercial guarantee. The right to a remedy is given to us by the Consumer Affairs Act.

The trader must cover the costs of the repair, including collection and re-delivery, and the whole process should not take too long. If a repair cannot be carried out, or it would take an unreasonable length of time, and thus cause us a significant inconvenience, then it is within our rights to request a replacement. If neither repair nor replacement are possible, we can ask for a part or full money refund.

Ms Vella is senior information officer, Consumer and Competition Division.