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Consumer rights

Not sure what your consumer rights are? Discussions here cover faulty goods, refunds, reclaims, scams and more.

Consumer rights successes
This is a space to let us know about your consumer rights successes. Did you manage to get a situation satisfactorily resolved? Tell us how you did it.
New to the Consumer Rights board? Start here
💬 Handy Forum threads from this board: * How best to post a query on consumer rights * Useful links, resources and FAQs * Quick questions on consumer rights * Do shops have to sell at the advertised price? 🗣Relevant content from MoneySavingExpert.com: * Consumer rights * Section 75 refunds * Visa, Mastercard & Amex…
Argos Order
Hi all. I ordered £250 item recently from Argos. Tracking says delivered but I never received anything. Investigation was opened and it was basically said the following Good afternoon I am writing today regarding your recent Argos delivery I'm sorry to hear that you have reported your delivery did not reach you, I…
Exchanging a pergola
Hi All I'm pretty sure I have no rights, but wanted to check. I purchased a pergola, an expensive one... the slats on the roof piviot so you can close it down, or pivot to let light in. The probelm is, that the slats run horizontally, so even if you pivot them, they don't let in a lot of light and block about 50% of light…
Royal Mail e mail.
Got an e mail from Royal Mail today. "Your parcel from SUCCESS WINNER TRADING LTD is on its way" I haven't ordered this anybody else got this......I smell a rat.....it's coming tomorrow morning.....10.30 - 12.30.
Delivery damage AIT Home Delivery
Hi all, hoping for some advice please! Had a new Samsung fridge delivered in January by AIT Home Delivery. During delivery the delivery crew managed to damage our property by gouging a big scar in our original pine floorboards. We logged this during delivery on the crew’s palm devices, but the (very rude!) crew snatched…
DFS Sofa – Refund Refused Within 30 Days? Need Help
Hi all, I bought a sofa from DFS, delivered on 29th May 2025, and I’ve already had problems. It’s just not holding up. After only a few days, it started showing bottom indentations, the arms were going flat, and it generally didn’t look like a brand-new sofa at all. I went into the store 4 days later (1st June) and spoke…
Returned three items, company claims I only returned one! £950 out of pocket!
I bought three items of clothing (coats) from an online store in England, received and decided I didn't like them (I'd always intended to return two of them anyway, I'd ordered 3 to compare as I wasn't sure which I wanted from viewing online and thought this would be better than doing potentially three separate…
Limo hire covered under consumer rights act?
Wondering if someone can help me understand the above. I've read the Martin Lewis guide to consumer rights, and noted that under what is NOT covered it includes accommodation/vehicles etc hired for a set time frame. Does this mean that hiring a party bus from a limo company for an hour is not covered? And if so, any advice…
Buying from a Mail Dealership for Van
I've paid a deposit for a van I'm buying - I plan to pay the rest when I pick it up - or the day before. I was going to do a bank transfer rather than a card payment ( due to the amount ) but does it make any difference if I have to claim back the money at a later date if anything goes wrong and the dealership are…
Football shirt refund
Hi Just a quick question regarding a dispute I have with an online retailer, UKSoccershop.com. The crux of the matter is a bought a football shirt from these guys that was pre-printed - I did not request any printing nor did I personalise it. The shirt was far too small and wanted to exchange it for a larger size. They…
Ryanair check-in fees / Small Claims Procedure
Hello, Last year I was unfairly charged by Ryanair with 55 euros of check-in fees at the airport while at least 10 hours before the flight I've been trying to check-in unsuccessfully both on the app and on the website. When we travel we don't have access to a desktop and a home PC. I arrived at the airport 4 hours before…
Garages won't do warranty repairs
Hi, can anyone advise? I recently purchased a used car and its been a nightmare! Management light and instruction to have repaired 3 times now. Dealership instruction is to go through warranty. However I have tried numerous garages and not one prepared to carry out the work once they realise they have to through warranty.…
Help with Temu large item return
Can someone kindly help please? I never used Temu before. Avoided it. I desperately needed a fridge and have little money. I found a good quality looking Chinese brand fridge on Temu for a good price through Google. Was excited and looking forward to buying frozen and chilled food again. Temu offered me a voucher and I got…
Retailer won’t close fraudulent account
Hoping someone can offer advice. Someone has used my details to set up an online account with a retailer (Just My Look). They used my name, address and email and placed an order to be sent to an alternative address. I believe they must have hacked my email, as they were also able to use stored card details on a pay app,…
Vinted refund
I have been using vinted successfully for over 1 year. I recently purchased an item for £36 a bicycle helmet. The seller did not post (due to being in hospital) and vinted sent me a message stating a would be refunded the full amount between 6th to 9th June. I never received the money. They asked for copies of my bank…
Returned parcel missing
I returned an item over a week ago using a label supplied by the retailer( they take £3 off the refund to cover this) The item tracking seems to be stuck since Monday with no updates but royal mail don't know exactly where and the retailer hasn't received it. It is an expensive item £300 . I'm worried it has been lost. Am…
Nectar points stolen in spite of locking it
A couple of days back around 6:30 PM, got an email saying that significant amout of Nectar points were redeemed at a store in London. The Nectar contact centre phone line closes are 5:30 PM which was conviniently mentioned in the email. The "Spending Lock" on my account was still active. No idea, how they managed to steal…
Used Car Issue
I brought a used car on April 4th It has recently developed a weird noise - I am fairly certain it is a wheel bearing that will need changing. I have contacted the dealer to let them know. I am certain they are going to say it is wear and tear. The dealer is 95 miles away so cant just pop in. What are my consumer rights in…
Refund timeline following non-delivery of Nintendo Switch 2
Hi all, I pre-ordered a Nintendo Switch 2 bundle (with some accessories) from Nintendo. I bought this online direct from their store website, paying by Paypal – totalling £509.97. I placed my order in May, the payment was taken around 1st June, and the delivery was scheduled for 5th Thursday June – the Switch 2 launch…
The National Business Crime solution
I ordered 2 things from House of Fraser but only 1 arrived, they are adamant that it was delivered and that they have CCTV proof of this which they refused to share. The roundly rejected my claim after approximately 2 months of back and forth I went to my bank who refunded me. Other than the picture I sent of the contents…
IKEA Kitchen Complaint
We purchased an IKEA kitchen and fitting around May 2024, the fitting began in August 2024 and finally finished in May 2025. The customer service was poor, with every communication being initiated by myself, not one person called me back when promised. I wrote a formal complaint in April and chased up today. We received an…

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MSE News

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Energy complaints to be dealt with more quickly and Energy Ombudsman to get new powers under Government plans
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Warm Home Discount expansion confirmed with millions more eligible for the £150 top-up this winter – here's what we know
Around 2.7 million more households, including 900,000 families with children, will become eligible for the £150 Warm Home Discount this winter, as the Government has confirmed it will remove the existing 'hard to heat' eligibility criteria. The extension has only been confirmed for winter 2025/26, with further changes possible for future years.
Base rate held at 4.25% – here's what it means and when it might be cut next
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All State Pensioners in England and Wales will receive a Winter Fuel Payment this winter, though those who earn over £35,000 will see it clawed back through the tax system. It means nine million pensioners will get the £200 or £300 top-up. Here MoneySavingExpert.com founder Martin Lewis shares his instant response and analysis, and we include answers to your key questions.
Winter Fuel Payments to be reinstated for millions – Martin Lewis explains how it'll work, what it means and if it's an improvement
All State Pensioners in England and Wales will receive a Winter Fuel Payments this winter, though those who earn over £35,000 will see it clawed back through the tax system. It means nine million pensioners will get the £200 or £300 top-up. Here MoneySavingExpert.com founder Martin Lewis shares his instant response and analysis, and we include answers to your key questions.

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Consumer rights

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