The Which? Shop Smart Guide is a practical consumer rights handbook produced by Which?, the UK's leading independent consumer advocacy organisation. It brings together clear, straightforward advice to help shoppers understand their legal rights and get the best value when buying goods, whether on the high street or online. Which? has long been funded entirely by subscribers and operates free from commercial influence, making its guidance a trusted source for UK consumers.
This guide explains what the law entitles you to as a buyer, covering both online and in-store purchases. It outlines when you can demand a refund, repair, or replacement, and how the circumstances of your purchase affect your options. Topics covered include faulty goods, claims after six months, and what to do when goods are not delivered as promised.
Your choice of payment method can make a significant difference to your level of protection. The guide breaks down how credit cards, debit cards, and other methods each carry different rights and recourse options, helping you make a smarter decision at the checkout before a problem ever arises.
Seasonal sales and special offers can create confusion about whether normal consumer rights still apply. This guide clarifies your entitlements around high street returns and sale purchases, so you know exactly where you stand whether you are returning an unwanted gift or challenging a misleading discount.
The guide covers buying online and on the high street, payment method protections, faulty goods, claims after six months, high street returns, non-delivery of goods, and shopping in the sales.
It is produced by Which?, the UK's independent consumer rights organisation. Which? is subscription-funded and carries out impartial product tests and consumer advocacy, giving its guides a strong reputation for accuracy and independence.
The guide explains your rights regarding non-delivery, including when you are entitled to a full refund and how to escalate a dispute with the retailer or payment provider if the seller does not cooperate.
Yes. The guide clarifies that your statutory rights under UK consumer law remain in place for sale purchases. Retailers cannot remove your right to a refund or replacement simply because an item was discounted.
Certain payment methods, such as credit cards, can offer additional statutory protections on top of your basic consumer rights. The guide sets out how each common payment type differs so you can choose the option that gives you the strongest position if something goes wrong.
The guide addresses claims after six months of purchase, where the burden of proof can shift. It explains what evidence you may need and what remedies remain available to you under UK consumer law even after extended use.
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