WINTER 2019 RETAIL Retailers can make sure their busy festive period goes more smoothly by having a good grasp of consumer law Christmas is the busiest time of the year for retailers, and knowing exactly what your customers are entitled to under the law can make a big difference to how smoothly your festive season goes. Business-to-consumer contracts are governed by The Consumer Rights Act 2015, and the general requirement for any goods sold is that they are: You can offer a voluntary returns policy, but this should be clearly displayed or made available to customers so they know exactly where they stand n Of a satisfactory quality n Fit for their purpose n As described. If any of these criteria are not met, the customer has 30 days from the time of sale to reject the goods and claim a full refund. Beyond this 30-day period, the consumer may be entitled to an attempted repair or like-for-like replacement. If these two options are unsuccessful or untenable, then the consumer is generally entitled to a full refund up to six months after purchase. Within this six-month period, it is up to the business to prove that the product was not faulty or misdescribed at the time of sale. After six months, the burden of proof shifts to the consumer. If you are selling from your business premises and the consumer simply changes their mind about what they have bought, the law does not give them the right to return the product and get a refund. You can offer a voluntary returns policy, but this should be clearly displayed or made available to customers so they know exactly where they stand and, obviously, you must keep to its provisions. Confusion can sometimes result when the receiver of a Christmas gift tries to return a product. In law, the business only has a contract with the purchaser of the goods, and you are within your rights to ask for proof of purchase. Again, if you decide to offer a gift-return policy you need to make this clear and transparent to avoid disputes arising. The law changes for contracts made at distance for example, over the internet or the phone, or away from your business premises. In these circumstances, consumer are entitled to simply change their mind and claim a full refund within 14 days of delivery of the goods. And, beware if you dont make these cancellation rights clear and available to consumers, the cancellation time period can be extended considerably. Credit: James Shore, Trading Standards officer Image: iStock / invincible_bulldog For full details of retailers obligations to consumers, visit the Business Companion website. Stop thieves! Shop theft is the most prevalent and costly crime that retailers face. n Train your staff properly they are your most effective defence against shoplifters n Put high-value goods behind or near While shoplifting may never be eliminated, checkouts, or only display empty packaging n there are steps you can take to protect Invest in a security guard or join a your business: retail radio scheme to receive alerts about shoplifters n Alcohol, meat and n nRestrict access to fitting rooms Invest in a CCTV system and confectionery are the top display appropriate signage and have someone monitor stock targets for retail thieves nPlace a wall-mounted CCTV going in and coming out. Check n 60% of retailers have monitor near the tills the fitting rooms frequently experienced theft in the past year n Use low-level aisles so your staff discarded price tags, security tags n 30% of retailers have had can see customers and reduce and hangers may indicate that an increase in incidents blind spots by using mirrors shoplifting has occurred. of theft n Avoid shelving or displays so high that they obscure surveillance More information on retail security can be n Dont place tempting goods near doors found here. Theft facts For further information, please contact your local Trading Standards Service