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Citizens Advice top tips for safe and savvy consumers on Black Friday

12 Tachwedd 2019

In the last year, Citizens Advice consumer service has dealt with almost half a million consumer-related issues like faulty washing machines, undelivered parcels and fake designer goods. Over 50,000 of these were during November 2018, by far the busiest month for the consumer service.

Black Friday and Cyber Monday mark the busiest shopping weekend of the year. 

With the sales just around the corner, Citizens Advice is guiding consumers on how to buy and budget smart. Even though the prices are reduced, your consumer rights are fully protected.

If you change your mind about a purchase

Unless you made your purchase online, shops aren’t legally required to accept returns for unwanted goods. Despite this, the shop may choose to have its own returns policy. If it does, they must honour it, so it’s worth checking your receipt. 

If you buy online however, unless it’s bespoke or made to measure, by law you will get an automatic 14-day cooling off period. This starts the day after you receive your order, and there doesn’t need to be anything wrong with the item for you to get a refund.

If you’re worried your purchase is faulty

If something’s gone wrong with an item you’ve bought, you may be entitled to a refund. You’ll have legal rights if you unwittingly bought an item that is broken or damaged, unusable, not what was advertised or doesn’t match the seller’s description.

You’ll have to move quickly, as you only have 30 days to return something that's faulty with the guarantee of getting your money back. Your rights don’t end after 30 days, though after this period the retailer doesn’t necessarily have to refund you, instead they have the option of repairing or replacing the faulty product.

If you’re worried about scams 

Be careful not to end up with a counterfeit item. Secure websites should start “https” and have a padlock symbol in the taskbar. Be wary of spelling or grammar mistakes, and companies that don’t provide an address.

Also seek out reviews of the seller from other buyers as these can help you decide whether or not you trust the seller. If there is a lot of negative feedback from other people, it’s a sign that something’s not right.

If you’re worried that something you’ve seen online might be a scam, you can contact you can get advice with a Citizens Advice Scams Action adviser by calling 0300 330 3003.

If there’s a problem with your Black Friday delivery 

If you bought something to be delivered, it’s the seller’s responsibility to make sure the item is delivered to you.

If the seller used a delivery company, they should chase the company to find out what’s happened to your order - it’s not your responsibility.

Check the delivery address you gave the seller. Then contact them and ask where your order is.

Tips to stay within your budget:

As well as making sure you’re clued up on your consumer rights, don’t get roped into buying something you can’t afford. Citizens Advice offers the following tips to make sure you’re staying within your budget:

  • Spend time shopping around, researching what deals are on offer and getting advice.

  • Always look at the total amount you will have to repay when borrowing money. A shorter repayment period may be better than a slightly lower Annual Percentage Rate (APR) amount.

  • Take care when looking at buy-now-pay-later deals. It might seem like a good option but you'll need to make sure you pay on time in future. If you don't these deals can be very expensive.

  • Never borrow money on the spur of the moment. Think about payment options beforehand. Work out your budget and stick to it so that you can afford the repayments.

Graham O'Malley Debt Expert at Citizens Advice says: 

“At this time of year many people may feel the pressure to part with their money.

“It's important that anyone thinking about turning to credit or taking out a loan to help pay for purchases understands the full costs involved and if they can actually afford to pay it back.

“If you're struggling with your finances, it is important to do something about it as soon as possible. You can get free debt and money advice from Citizens Advice to find a way forward and avoid spiralling debts.” 

Notes to editors

  1. Citizens Advice Consumer Service dealt with 485,805 cases between November 2018 and October 2019. 53,327 of which were in November 2018, the highest amount of cases recorded that year.

  2. Citizens Advice includes the national charity; the network of independent local Citizens Advice charities across England and Wales; the Citizens Advice consumer service; and the Witness Service.
  3. Citizens Advice is the statutory consumer advocate for energy and post. We provide supplier performance information to consumers and policy analysis to decision makers.
  4. The Citizens Advice Witness Service provides free, independent support for prosecution and defence witnesses in every criminal court in England and Wales.
  5. Citizens Advice offers Pension Wise services at 500 locations in England and Wales.
  6. Citizens Advice’s services are free, independent, confidential and impartial, and available to all regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  7. To get advice online or find your local Citizens Advice, visit citizensadvice.org.uk
  8. For consumer advice, call the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 to talk in Welsh.
  9. We helped 2.6 million people face to face, by phone, email and webchat in 2017-18. For service statistics see our monthly publication Advice trends.
  10. Citizens Advice staff are supported by over 23,000 trained volunteers, working at over 2,500 locations in England and Wales.