Classroom slides for consumer education (Shop Smart): Lesson #3

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Lesson 3 deals with Ireland's Sale of Goods and Supply of Services Act and retailers’ responsibilities. Get the teacher notes and useful links, and play the Shop Smart game at: http://www.consumerconnect.ie/game

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Classroom slides for consumer education (Shop Smart): Lesson #3

  1. 1. Lesson 3: Sale of Goods and Supply of Services Act 1980 Part 2: The Responsibilities of the Retailer
  2. 2. Overview of Lesson <ul><li>Responsibilities of retailers with regard to: </li></ul><ul><li>Selling goods and services </li></ul><ul><li>Redress </li></ul><ul><li>Resolving complaints </li></ul><ul><li>Guarantees and warranties </li></ul><ul><li>Signs/statements </li></ul>
  3. 3. Retailers must ensure goods are… <ul><li>Of merchantable quality </li></ul><ul><li>Fit for the purpose intended </li></ul><ul><li>As described </li></ul><ul><li>Conforming to sample </li></ul><ul><li>And services are… </li></ul><ul><li>Provided with necessary care and attention by a suitably qualified person </li></ul>
  4. 4. Redress <ul><li>If a consumer has a valid complaint, they are entitled to one of the “Three Rs”: </li></ul><ul><ul><li>Refund </li></ul></ul><ul><ul><li>Replacement </li></ul></ul><ul><ul><li>Repair </li></ul></ul><ul><li>The best outcome for the consumer is a full refund. However, the length of time between the date of purchase and the date of the fault occurring (and complaint being made) will affect the resolution offered </li></ul>
  5. 5. Redress – “Three R’s” <ul><li>Refund – getting your money back. </li></ul><ul><li>Your right to a refund depends on how quickly you act once the fault occurs, and on how big an issue the fault is (i.e. would a repair be sufficient to fix the problem quickly) </li></ul>
  6. 6. Redress – “Three R’s” <ul><li>Replacement – a new model of the same or similar quality is given in its place (graphic of new kettle being exchanged for faulty one) </li></ul>
  7. 7. Redress – “Three R’s” <ul><li>Repair – the product is repaired to the same condition it was before the fault occurred </li></ul>
  8. 8. Is a credit note an acceptable form of redress? <ul><li>If there is a fault with an item you could be entitled to a refund </li></ul><ul><li>A credit note is not a refund as it still restricts you to shopping in that shop </li></ul><ul><li>Some shops might offer a credit note if you change your mind about an item – this is OK as you are legally entitled to nothing </li></ul>
  9. 9. When resolving complaints… <ul><li>The retailer enters into a contract when he/she sells goods to a consumer </li></ul><ul><li>Therefore if there is any fault, the retailer must deal with the complaint and cannot pass the responsibility to the manufacturer </li></ul><ul><li>The consumer can if they wish go to the manufacturer but the retailer cannot claim to be not responsible </li></ul>
  10. 10. Guarantees and Warranties <ul><li>Guarantees and warranties add to the consumer’s rights, but do not replace the retailer’s responsibilities under consumer law </li></ul><ul><li>Consumer rights do not end when a warranty runs out, if the goods would reasonably be expected to last beyond the warranty period </li></ul><ul><li>You can expect better performance from a €1,600 watch than a €10 watch, although both might have a one-year warranty. Each watch should still be of merchantable quality, fit for its purpose and as described </li></ul>
  11. 11. Signs/statements <ul><li>Retailers cannot limit consumer rights by displaying signs or making statements such as: </li></ul><ul><li>“ No refunds </li></ul><ul><li>“ No refund on sale items” </li></ul><ul><li>“ Credit notes only on returns” </li></ul><ul><li>The retailer should qualify these words with “does not affect your statutory/consumer rights” </li></ul><ul><li>A verbal statement by the retailer can form part of the contract, but try to get it in writing too </li></ul>
  12. 12. Role Play <ul><li>A consumer buys a hairdryer from the local electrical shop </li></ul><ul><li>After using it, he/she notices a strong smell of burning </li></ul><ul><li>Role play what might occur when he/she returns to the shop </li></ul>
  13. 13. Summary of Lesson <ul><li>Responsibilities of retailers with regard to: </li></ul><ul><li>Selling goods and services </li></ul><ul><li>Redress </li></ul><ul><li>Resolving complaints </li></ul><ul><li>Guarantees and warranties </li></ul><ul><li>Signs </li></ul>

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