Whether we like it or not, and whether we enjoy it or not, shopping is an integral part of our daily lives.
Each and every one of us is a consumer and therefore has to go out and purchase the goods and services we need.
Whether we are shopping online or inside a store, it is in our best interest to make sure we get good value for our money and that we take all the necessary precautions to avoid after-sales problems.
Although most of the time these problems can be solved, they always leave behind side-effects such as waste of precious time and money.
With whatever we need to buy, it is best that we first identify our needs to avoid buying the wrong product. We should also obtain as much information as possible on the product or service we intend to purchase.
We should compare prices, quality standards and features of competing products and take care not to be overly influenced by advertising and other marketing tools.
We need to make sure we are given the proof of purchase of every item we buy. This is especially so if the goods purchased cost a substantial amount of money. Ideally, the proof of purchase or fiscal receipt should be kept with all documents related to the purchase, such as the instructions booklet and the commercial guarantee, when given.
If we are buying something for someone else, we should keep in mind that unless agreed otherwise with the seller we have no legal right to demand a refund or replacement if the item we buy is the wrong size, colour or style.
If, however, the seller has agreed to exchange or refund wrongly chosen items, it is important that we ask what terms and conditions apply, such as up to when we can return the goods, and whether we need to present the fiscal receipt and keep the original packaging.
We should also know that the goods we buy are protected by law if they turn out to be faulty or misleadingly described. When this happens, the shop owner is legally obliged to provide us with a remedy or compensation.
The legal remedies we are entitled to are free repair or replacement. When these are not possible, or if opted for may cause us significant inconvenience we may then request part or full refund of the money paid.
If we are asked to sign a contract upon purchasing a particular product or service, we should remember that it is our responsibility to fully understand what we are signing for.
It is our duty to read all the provisions in a contract, and if we are unsure of the meaning of certain terms, we should seek assistance.
If we are not satisfied with the contract terms, we should try renegotiating them. If, at any point, the contract is amended, it is important to make sure these changes are signed by both parties.
Upon purchasing something online, it is important to read carefully the terms of payment and delivery, including the time of delivery. We should check whether the product purchased is guaranteed and for how long the cooling-off period applies.
Special attention should also be given to the conditions related to return, exchange, cancellation or refund policy. A print-out of these conditions should be kept handy.
While shopping, we should be wary of offers that seem too good to be true, because they probably are. In such situations, we should use our common sense, ask questions and also ask to see the goods before committing ourselves to certain offers. Do not rush into a purchase you might regret.
Should we have a problem with any purchased product, the first thing we should do is go back to the seller with the proof of purchase. It is advisable to keep calm and explain our problem and what we want done.
Angry behaviour will only make things worse and can work against us. Even our request for redress should be a reasonable one and within our legal rights. If we are not satisfied with the way our complaint is dealt with, we should contact the Consumer and Competition Department on Freephone 8007 4400 for more information and help.
customer@timesofmalta.com
odette.vella@gov.mt
Ms Vella is senior information officer, Consumer and Competition Department.