Martin Lewis issues warning over incorrect website information
Martin Lewis has issued an important reminder to shoppers about their consumer rights. He shared guidance for making purchases after concerns were raised about misleading information online.
A fan of his BBC podcast contacted the show after a frustrating experience with a retailer ignoring UK law. The fan checked the returns policy of an online store, which stated sale items were non-returnable and delivery charges non-refundable.
The shopper believed this breached the Consumer Contracts Regulations 2013, which give online shoppers a 14-day cooling-off period and a refund on standard delivery. They contacted the company twice but received no reply, and reported the issue to Trading Standards and Citizens Advice, yet the incorrect details remained online for weeks.
Mr Lewis confirmed: 'You are absolutely right. If you buy something online, unless it's personalised or perishable, then you have a 14-day no fault right to notify them that you're returning it, and then another 14 days after you notified them in which to send it back, and you should get the basic delivery charge back.'
Incorrect guidance on websites
Mr Lewis warned that some online shops display incorrect guidance. The Money Saving Expert team examined 400 brands and found 30 with 'incorrect returns information' offering shoppers worse rights than the law provides. They managed to correct 28 websites, while two shops ceased trading.
Regarding Trading Standards, Mr Lewis noted they are 'hugely underfunded' and struggle to handle such issues. He offered to help contact the retailer to change their website. On a later podcast, he confirmed the online guidance had been updated. The retailer's previous policy stated 'you can return your items within 14 days of purchase' but also 'sales items are non-returnable', which Mr Lewis called 'incorrect'. That term has now been removed.
Your rights to a refund
Another Martin Lewis tip is his memorable 'SAD FART' rule, reminding consumers of key principles under consumer law for demanding a refund or repair. The legislation states an item must be of satisfactory quality, as described, fit for purpose, and last a reasonable length of time. If an item fails these criteria, you may be entitled to a refund or replacement.
