Know your rights

What you are entitled to when you buy something, and what the law requires businesses to do.

Your five consumer rights

These apply whether you bought in a shop, online, or over the phone.

Safe products
Anything sold to you must be safe to use and meet quality standards. Unsafe goods can be seized and the seller fined.
Honest information
Adverts, labels, and shelf prices must be truthful. A business cannot advertise one price and charge another.
Fair prices
Price-controlled goods have a legal maximum price. Charging above it is an offence, not a business decision.
A remedy when things go wrong
If goods are faulty or a service was not delivered, you are entitled to a refund, repair, or replacement.
To complain without fear
You can file a complaint free of charge, and a business may not retaliate against you for doing so.

Has a business broken any of these?

We will take it up on your behalf, free of charge.

If your question is not answered here, call the Consumer Affairs Division on [telephone number].

Free to download, print, and share. Copies are also available at any Consumer Affairs office.

A short introduction covering what to do when a purchase goes wrong.

Are you a business?

Understanding your obligations prevents most complaints. Our guidance for traders covers price display rules, warranty duties, and refund policies.