Answers to frequently asked questions

Q1. Uninvited doorstep sellers

Remember, if you are cold called by a trader, you do get a 7 day cooling off period to change your mind and cancel should you sign something that you later regret - if the cost of the goods are over £35.  Find out more about your rights on our advice page or download our doorstep selling leaflet. Call Consumer Direct on 08454 04 05 06 for advice over the phone.

Unfortunately there is no way to stop people cold calling you at home – if you are not expecting anyone to call and are not interested in what the person is selling then just politely say that you are not interested.

Some doorstep criminals such as bogus builders deliberately target vulnerable people. If you know or suspect these doorstep criminals are operating in an area where you live or work, you can help by clicking the link below and completing the online form.

Online Report

If you prefer you can phone and speak to a Consumer Direct advisor on 08454 04 05 06 who will record your information and pass it to Kent Trading Standards. Your contact can be completely confidential, you will not need to give your name or address.

 

 

Q2. Letters promising easy money

This sounds like a chain letter, our advice is to throw the letter away.  These sort of schemes inevitably fail and it is unlikely that you would make any money. Download our factsheet or read about more about these and other scams to look out for.

 

 

Q3. Children buying alcohol

Underage sales should be reported to your Trading Standards department for their information. Telephone Consumer Direct on 08454 040506 or use our online report form. You can do this anonymously if you wish.

 

 

Q4. Price reductions

Unfortunately there is nothing you can do – you agreed to pay the higher price for the item and you have no legal right to get a refund for the £100.

 

 

Q5. Deposit refunds

When you give a deposit to a shop you are entering into a legally binding contract.  It’s a sign of good faith that you have agreed to make a purchase.  A shop does not have to return your deposit, whatever your reason for not wanting to go ahead with the sale.

 

 

Q6. Retailers and proof of age

As the sale of some products are restricted by age, the law makes it illegal for retailers to sell these products to underage persons and if this does happen, the matter should be reported to your local Trading Standards.  Traders should ask for proof of age from a consumer if they feel they may not be legally old enough to buy a certain product.

 

 

Q7. I have recently been refused credit and I don’t know why.  What can I do to find out?

No-one has the right to credit.  Before giving you credit, lenders such as Banks, loan companies and shops will want to check to see whether you are an acceptable risk.  If you wish to see a copy of your file you will need to write to the credit agency concerned. Contact Consumer Direct for more information.   Visit the Information Commissioner's website for more information on financial matters.

 

 

Q8. I am thinking of having some building work done – is there anyone who could recommend a reputable trader?

Kent Trading Standards has introduced a "Buy With Confidence" scheme for approved traders. Visit our Buy with Confidence page to find out more and view the list of traders signed up to the scheme.

 

 

Q9. I bought my daughter a pair of shoes the other day and when I got them home my daughter hated them.  I took them back to the shop and they would only offer me a credit note – is this right?

The shop has done more than they legally needed to by offering you a credit note.  If there is nothing actually wrong with the shoes then the trader does not have a legal obligation to do anything for you at all.

 

 

Q10. Last week I bought an MP3 player for about £65, but now it doesn’t work properly. I’ve been back to the store I purchased it from but they say as I didn’t take out an extended warranty, there is nothing they will do for me. What are my rights?

An extended warranty is in addition to your legal statutory rights which state that if you purchase goods, then they must be as described, of satisfactory quality and fit for the purpose. If they are not, then you may be able to claim either a refund or some sort of compensation from the store the goods were purchased from. The purchase of the extended warranty therefore, in this instance, is irrelevant. You should go back to  the supplier to pursue your rights. Factsheets explaining your rights are available to download.