Q: Four months ago I bought a pair of shoes from a local seller. About three months later the wedge of one shoe came off. I returned it to the shop for repair and was told that the repair would take a week. When I went to collect my shoes the seller informed me that they could not fix it and offered me a refund.

Since in the meantime the model of shoes I purchased was reduced in price, I was offered a discounted price as a refund and not the price I paid. At this point I asked if it was possible to have the defective shoes replaced but the store no longer had my size.

I find it very unfair that I was only offered the discounted value as a refund. What are my rights?

A: If the shoe’s wedge broke down due to a manufacturing defect and not due to some form of misuse, then the seller was at first obliged to repair the shoe free of charge or to replace it.

Since these remedies were not possible, then legally you are entitled to claim a full refund of the money paid for the shoes. It is important that you present the proof of purchase when you make such claim to prove how much you paid for the shoes. Without it you may lose your right to such a claim.

If the seller rejects your request for a refund, you will then need to send him a registered letter to officially inform him about your complaint and your request to be refunded the money paid for the defective shoes. If the seller does not accept to provide you with the requested remedy, you may then lodge a complaint with the Office for Consumer Affairs.