Consumers should always remember that it is in their best interest to make sure that they have proof of everything they purchase.

This could be the fiscal receipt or any other document that proves when and from where a product or service was purchased.

It is also the consumer’s responsibility to keep all important documents, such as the contract of sale and where applicable, the commercial guarantee.

Instruction booklets and manuals should be carefully read by consumers, especially specific warnings and other information on how to operate a product safely. Consumers are responsible to use products according to the instructions provided with the product and only for the intended purpose.

Expensive purchases, such as buying a new car or new furniture, should be well planned to avoid wrong buying decisions. Consumers should shop around, compare prices and gather as much information as possible before concluding a sale.

When purchasing something, whatever is promised by the trader should be included in writing during the contract of sale. Even though verbal agreements are legally binding, in case of a dispute, it boils down to one’s word against another’s.

Consumers must obtain and keep proof of everything they purchase

If the type of product or service about to be purchased necessitates the signing of a contract, consumers have the responsibility to read and understand the terms and conditions they are signing. A contract sets out legal obligations not only for the trader but also for the consumer. These obligations must be adhered to by both parties.

Consumers are responsible for choices they make and must be sure about their purchases. If they change their mind, the law does not protect them.

In situations where customers change their mind, shops are free to apply their own return policies which consumers have to stick to.

It is also the consumer’s responsibility to, whenever possible, examine the goods about to be purchased in order to detect any apparent defects that may not be covered by law. Even faults pointed out by the seller before the purchase are not covered. Moreover, traders who inform consumers that the goods they are buying do not meet the description on the packaging or that they are unfit for the purpose they need them for are also exempt from providing compensation.

When there is the need to complain, consumers should be firm and assertive, but never rude. Angry behaviour will probably only make things worse for the consumer.

Furthermore, requests for compensation should be reasonable and according to what the law grants.

odette.vella@mccaa.org.mt

Odette Vella is senior information officer, Office for Consumer Affairs, Malta Competition and Consumer Affairs Authority.