City of York Council's Consumer Advice Service receives about 6000 new complaints and enquiries from consumers each year.

Here is our advice on some of the most frequently asked questions.

When I return faulty goods, must I have a receipt?

No, but the trader is entitled to ask for some proof of where and when you bought the item in question. A credit or debit card transaction voucher, a bank statement or even witnesses are all legally acceptable.

Do I have the same rights when I buy by mail order?

Yes, you have the same protection as when you buy by other means AND you have additional protection in that you must be provided with full information before you buy and you will generally have a short "cooling off" period during which you can return the goods.

Can I return sales items?

Yes, if you buy something in the sale which is faulty, your legal rights are the same as for other goods - they must still be satisfactory and as described. However, you can't expect shop soiled goods or seconds to be perfect and you can't complain about faults which were pointed out to you or which were clearly visible.

Can I return goods which were bought for me as a present?

Legally, only the person who bought the goods is entitled to redress if they are faulty because the contract is between the retailer and the purchaser, unless at the time of the purchase the purchaser assigned his rights to the person receiving the present and the trader agreed to this.

How long have I got to return faulty goods and expect a refund?

The law says you have a "reasonable" time in which to do this - in practice this may be as little as a couple of weeks. You have the right to inspect the goods and examine them properly - if you exceed this time you could be expected to do this in, then you will have "accepted" the goods and only be entitled to a repair.

If I pay by credit card, does the credit card company have to help me sort out disputes?

Yes, if the price of the goods or services in question is more than £100, then the card issuer is jointly liable with the retailer.

If I buy a product then decide I don't like it, can I insist on a refund?

No, the shop does not have to give a refund, an exchange or a credit note. However, shops often will, as a gesture of goodwill, if you have a receipt and the goods were bought recently.

For further information on consumer rights, please contact the Consumer Advice Service. They are situated at 9 St Leonard's Place and the telephone number is 01904 551562. The fax number is 01904 551590, email address trading.standards@york.gov.uk

Updated: 09:38 Thursday, April 04, 2002