Brits 'too nervous to ask for refunds'

Monday, March 15th 2010

Shoppers could be missing out on money because they are nervous about returning goods they have purchased.

Operations manager for Consumer Direct Michele Shambrook said that many consumers hesitate about taking back faulty products to the seller.

She stated: "Our research has shown that people don't know what their rights are or if they do know their rights they don't feel confident in going back to retailers and trying to assert them."

Ms Shambrook added that retailers do not necessarily refuse to refund products, rather, it is a case of people not understanding or being aware of their legal obligations.

Consumer Direct is trying to raise awareness of this and make sure people are not nervous or embarrassed about asking for refunds.

According to a survey by the Department for Business, Innovation & Skills, almost two-thirds of consumers are less likely to return online-bought goods compared with high street shoppers.

Some £38 billion was spent online by UK shoppers last year.