Q: A few days ago I bought a handbag from a local shop at a discounted price. As soon as I arrived home, I noticed it was damaged.

I immediately called the shop and informed them of the damage. The sales assistant I spoke to told me I could go to one of their outlets and have it replaced.

However, when I went back to the shop, I noticed that all the bags in the model I chose were damaged. The shop assistant offered me to choose a different bag or accept a credit note. I asked for my money back but was informed that they do not issue refunds.

I would like to know if I should be refunded the money I paid for the bag?

A: The remedies the Consumer Affairs Act provides when goods purchased do not conform to the contract of sale are repair or replacement. When these two remedies are not possible, consumers may opt to cancel the contract of sale and ask for a refund of the money paid. Hence, if the damaged bag cannot be replaced you are legally entitled to a refund.

If the seller refuses to give you such a refund, you may file a complaint with the Office for Consumer Affairs.