The rights of individuals who buy from a retailer, either in the shop or online are well versed. The consumer is entitled to receive what is described, for it to be of satisfactory quality and fit for purpose[1] and despite the efforts of some retailers to direct customers to the manufacturer, it is now widely appreciated that in nearly every case, the principal claim is against the retailer itself.
If a product is defective, poorly described or not fit for purpose then the consumer has rights and if they return to the retailer within six months of purchase, the Sale of Goods Act places the burden firmly upon the retailer to demonstrate the product conformed to the statutory requirements. If the product is returned after six months, the consumer must demonstrate the product fails to conform to the statutory requirements. If the product does not confirm to the statutory requirements then technically, a consumer has six years to seek redress but the passage of time will not serve the consumer well and as soon as a defect arises, the retailer should be contacted.
Once contacted, assuming the product was not fit for purpose, as described or of satisfactory quality, most consumers will be aware they may be entitled to: (i) a repair; (ii) a replacement (iii) a partial or total refund; or (iv) to terminate the contract.
The consumer may choose the most appropriate and proportionate way of proceeding in terms of either repair or replacement
[2] but a little known provision of the Sale of Goods Act
[3] confirms that if at the time of the delivery or purchase the goods did not confirm to the statutory provisions and the retailer does not repair or replace within a reasonable time then the consumer is entitled to a partial or total refund depending on the circumstances and may even be entitled to terminate the contract.
In the vast majority of cases, a speedy repair will be most appropriate but in an ever increasing market where consumers are ready to complain, many will also receive a gift voucher or a formal apology.
Most people assume that when they buy at on online auction, their rights are similar to those outlined above, but that is not quite the case. If a consumer buys from a retailer at auction, then similar rights to those above will follow but the onus is upon the consumer to demonstrate that such a relationship existed.
In most cases, the transaction will be from one individual to another and the obligations of a seller and particularly the rights of a buyer are significantly different from those outlined above that apply to retailers.
An online auction should be thought of in much the same way as an advert in the local newspaper. The product is effectively sold as seen.
As a seller there is a duty not to mislead a potential buyer and consequently advertisements should be accurate and succinct without embellishment and supported with pictures if at all possible. One must tread with especial care when selling a motor vehicle, there existing a statutory duty upon the seller to ensure the car is roadworthy, with the obtaining of a recent MOT Certificate the most obvious way for sellers to protect themselves.
When acting as a buyer, one should be alert to any fanciful statements, which may give rise to suspicion, particularly if purchasing an expensive item. Will the seller allow an inspection before the auction closes? If not, why not? If pictures were not provided with the advertisement will the seller now provide them? If not, why not? If collecting items are you asked to meet at a location other than the seller’s home? If so, why?
A number of online auction hosts have their own dispute resolution service, but a conscienscious buyer can avoid the need to entertain the same with proper planning and investigation. A prudent seller can avoid a dispute with accurate and clear advertisements.
Finally, in respect of purchases for more than £100, wherever possible use a credit card, which provides a form of protection if needed and if all else fails, consult a solicitor.
For more information please contact:
Robert Breckon, Associate Solicitor
Sharp Young and Pearce LLP
Tel: 0115 959 00 55
E-mail: rdb@syplaw.com
This commentary is intended as a general guide and acts (or omissions) should not be undertaken in reliance of this commentary alone.
[1] Sale of Goods Act 1979 (as amended)
[2] Section 48 (as amended) Sale of Good Act 1979