Damaged goods

The trader is responsible for any damage to your goods from the time they are dispatched until you receive them.

Therefore, if when you receive something that you ordered, you discover your goods are faulty or don’t work as they should, you are entitled to ask for them to be repaired, replaced, or, where neither is possible, you can ask for a price reduction or refund.

Remember that you always have a 2-year minimum guarantee at no cost, regardless of whether you bought your goods in an actual shop or elsewhere, for example online, by catalogue or by phone. Find out more about guarantees and returns.

Missing delivery

If you don’t receive your goods within 30 days, or within the agreed time, you should remind the trader giving them an additional, reasonable time limit to deliver. For example, if the trader has informed you that your delivery is delayed by a week because of problems with his suppliers you should consider giving him that extra week.

If the trader still doesn’t deliver within the extended deadline then you’re entitled to terminate your contract and be reimbursed as soon as possible. You don’t have to give the trader extra time if they refuse to deliver or when an agreed delivery period is essential, for example, if you need the goods for a specific event, such as a dress for a wedding, and you have informed the trader of this in advance.