The Christmas season is with us and brings with it the shopping fever. Gifts are, undoubtedly, the most common purchase during this festive period. However, buying presents always involves an element of risk.
Questions like ‘What if the size is not good?’, ‘What if the product turns out to be defective?’, or ‘What if the present is not to the liking of who receives it?’ spring to mind whenever a gift is purchased.
So here are some shopping tips to keep in mind to avoid problems and get the best deals:
Always keep the receipt, just in case there is a problem with goods that need to be returned. If possible, it is even better to ask for a gift receipt, so whoever receives the gift is able to exchange it easily.
Check that presents are in good working order as soon as you buy them rather than wrapping them up immediately. If this is not possible, at least ensure that whoever receives the gift uses it within a short time, so if there is a problem, no precious time is wasted.
Keep in mind that there is no legal right to a refund or replacement if an item is the wrong size, colour or style, or simply an unwanted gift. The main exceptions are if the seller specifically agrees to a refund or exchange on return of the goods within a specified period of time.
In fact, many shops have good customer care policies that allow clients to exchange, ask for a credit note or refund, even though the goods are not faulty. Hence, prior to purchase, it is always useful to ask the shop if it has these customer-friendly policies.
While goods that are not faulty cannot legally be returned or exchanged, if on the other hand faulty and misleadingly describ-ed goods are purchased, the shop owner is obliged by law to provide you with a remedy or compensation.
In such a situation you are not obliged to accept a credit note or voucher but can insist on free repair, replacement or money refund.
Ideally, the person who bought the goods who should take them back, but in practice it is normally proof of purchase, such as the fiscal receipt, that retailers will insist on.
Online shopping is also popular during this time of year. Very often the internet saves us time and offers a wider choice and good bargains.
Should you opt for this kind of shopping, just keep in mind that legally you have the right to:
• clear information before placing an order, including a description of the goods, the price and any ordering/delivery charges;
• A cooling-off period during which an order can be cancelled without any reason and a full refund claimed. In Malta this period is 15 days from the day after you receive the goods. But in most European countries it is seven days from delivery.
This ‘grace’ period is not applicable if, for example, perishable goods are purchased, such as food items and flowers. Even goods made to measure cannot be returned, or CDs, DVDs or computer games if packaging is removed.
• A full refund may be requested if goods are not provided by an agreed date or within 30 days of placing an order if no date was agreed on.
While shopping, be wary of offers that seem too good to be true, because they probably are. Use your common sense, ask questions and ask to see the goods before committing yourself.
Also consider whether you will be able to easily contact the seller if there is a problem. Do not rush into a purchase you might regret.
Should you have a problem with any product purchased, do not forget that the first thing you need to do is complain with the seller. Explain your problem, what you want done and set a deadline.
If you are not satisfied with the way your complaint is dealt with, call the Consumer and Competition Department.
customer@timesofmalta.com
odette.vella@gov.mt
Ms Vella is senior information officer, Consumer and Competition Department.