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Consumer claims solicitors Swansea

We are all very pleased when we first get our shiny new kitchen, car or television. Unfortunately, things do not always turn out to be as they first appeared.

On occasion, even the most expensive consumer goods can go wrong. When it does, not only do you face the obvious disappointment when your new object of desire does not come up to expectation, you also potentially suffer a significant financial loss.

Fortunately, you have the protection of some very useful statutory provisions. The Consumer Rights Act 2015 contains several sections which set out the quality of goods and services you can expect. It also provides rules which regulate how you can have your item repaired or even reject it if the circumstances allow.

These rules can be quite complex, so if you are unfortunate enough to find yourself with such a dilemma, please take early advice.

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Frequently Asked Questions:

All businesses should have a clear complaints policy and in the first instance you should follow this if you believe that a service or product you have received was not as expected, or for non-delivery of goods bought online.

If you have followed the complaints procedure but the business has ignored or refused to solve the issue, our team can guide you through the options available to you to resolve the dispute.

The Act is a part of the Government’s reform of the UK’s consumer landscape which aims to make it easier for consumers to understand and access their key rights, including:

  1. the right to clear and honest information before you buy;
  2. the right to get what you pay for;
  3. the right to goods and digital content being fit for purpose, and services being performed with reasonable care and skill;
  4. the right that faults in what you buy will be put right free of charge or a refund or replacement provided.

Alternative Dispute Resolution is a process that enables disputes between a consumer and business to be settled independently outside the Court system.

In most cases, consumers will continue to sort out disputes between themselves and a business informally (usually through the business’ own complaints procedure). Alternative Dispute Resolution simply gives consumers another option for sorting disputes rather than having to resort to Court action.

You’ll have legal rights if the item you bought is:

  1. broken or damaged – this is known as not of satisfactory quality
  2. unusable – this is known as not fit for purpose.
  3. not what was advertised or doesn’t match the seller’s description.


Under The Consumer Rights Act 2015 and The Sale of Goods Act 1979 (for purchases made before 1 October 2015) the law says that any goods you buy must be: 

  1. of satisfactory quality
  2. fit for any particular purpose made known to the seller
  3. as described.

If a product develops a fault within the first six months after purchase, it’s assumed it has been there since the time of purchase. This means it’s up to the retailer to prove it wasn’t there when you bought it.

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