Q: A few days ago, my son-in-law bought me a steam iron as a birthday present. Being a foreigner he did not know that he had to keep the receipt. The following day, I tried to use it but the iron did not heat up. My husband went to exchange it but without the receipt the shop assistant refused to do so.

When my son-in-law bought the iron, the sales assistant did not try it out for him to check whether it worked. I am only asking for an exchange and not for my money back. The steam iron carries a three-year guarantee with it and it is not even filled. How should I proceed with this matter, as I have been left without an iron.

A: The fiscal receipt is the proof of the time and place goods were purchased. Therefore it is always advisable to keep the receipt to be guaranteed a remedy from the shop if anything turns out to be wrong with the goods. If your son-in-law paid by a credit card or cheque, a bank statement can also be used as proof of purchase. Keep in mind that the onus is on the consumer to establish when and where the item was purchased.

However, with or without proof of purchase I would still suggest that you register your complaint with the Consumer and Competition Division. You can do so either by calling our Freephone 8007 4400 or visiting our offices in St Venera. Once your complaint is registered, one of our officers will speak to the retailer with the aim of reaching an amicable solution between you and the trader.