UK SHOPPERS CONFUSED BY CONSUMER RIGHTS*...CONSUMER RIGHTS* UK adults don't know their basic...
1
* Opinium survey - Total sample size was 2,009 UK adults. Fieldwork was undertaken between 27th February – 3rd March 2015. The survey was carried out online. The figures have been weighted and are representative of all GB adults (aged 18+) ** figures provided by Teleplan UK SHOPPERS CONFUSED BY CONSUMER RIGHTS* UK adults don't know their basic consumer rights to refunds, returns, reductions or exchange believe they have 28 days or less to return faulty goods - 702 days less than permitted! of adults never return faulty goods - that's 2 million people of adults incorrectly think they have 4 weeks to return new products that have been accidentally damaged RECEIPT DID YOU KNOW? mobile phones will require repairs in the first 15 months of ownership** SURRENDERING YOUR RIGHTS of UK adults admitted they don't like asking for refunds will live with damaged goods say it is just too inconvenient to return goods shoppers has had a bad experience with a retailer YOUR RIGHTS EXPLAINED of UK adults don’t take out extended warranties believe warranties are a waste of money 4% 12% 49.4m 48% 1-in-3 16% 16% 11% Almost 1-in-6 (15%) 43% 34% WARRANTY guarantee if a product is faulty as standard 2 year from receipt to return unwanted goods 14 days full refund if a product doesn't meet expectations 30 days 14 2 30 EXTENDING YOUR RIGHTS Scotland 38% North East 32% North West 39% Yorks & Humber 34% East Midlands 32% West Midlands 40% East of England 42% South East 41% South West 38% Wales 38% Northern Ireland 47% Those in Northern Ireland are the most clued up, with 47% correctly stating that you cannot return accidentally damaged goods, followed by 42% in the East of England and those in London the most unaware with only 30% of adults in the know. London 30% Women are twice as a likely as men to fail to return a product due to a previous bad experience 12% vs 6% 18-24 25-34 35-44 45-54 55-64 65+ 27% 20% 14% 12% 7% The survey revealed the enthusiasm for asking for refunds on faulty goods declines in line with age: None of those aged 18-24 said they ‘didn’t like asking for refunds’ as a reason for not returning a product
Transcript of UK SHOPPERS CONFUSED BY CONSUMER RIGHTS*...CONSUMER RIGHTS* UK adults don't know their basic...
* Opinium survey - Total sample size was 2,009 UK adults. Fieldwork was undertaken between 27th February – 3rd March 2015. The survey was carried out online. The figures have been weighted and are representative of all GB adults (aged 18+)
** figures provided by Teleplan
UK SHOPPERS CONFUSED BY CONSUMER RIGHTS*
UK adults don't know their basic consumer rights to refunds, returns, reductions or exchange
believe they have 28 days or less to
return faulty goods - 702 days
less than permitted!
of adults never return faulty goods - that's 2 million people
of adults incorrectly think they have
4 weeks to return new products
that have been accidentally damaged
RECEIPT
DID YOU KNOW?
mobile phones will require repairs in the first 15 months of ownership**
SURRENDERING YOUR RIGHTS
of UK adults admitted they don't like asking for refunds
will live with damaged
goods
say it is just too inconvenient to
return goods
shoppers has had a bad experience with a retailer
YOUR RIGHTS EXPLAINED
of UK adults don’t take out extended warranties
believe warranties are a waste of money
4%
12%
49.4m
48%
1-in-3
16% 16% 11%
Almost 1-in-6
(15%)
43% 34% WARRANTY
guarantee if a product is faulty as standard
2 year from receipt to return
unwanted goods
14 days full refund if a product
doesn't meet expectations
30 days
14 2 30
EXTENDING YOUR RIGHTS
Scotland38%
NorthEast32%North
West39%
Yorks &Humber
34%
EastMidlands
32%West
Midlands40%
East ofEngland
42%
South East41%South West
38%
Wales38%
NorthernIreland
47%
Those in Northern Ireland are the most clued up, with 47% correctly stating that you cannot return
accidentally damaged goods, followed by 42% in the East of England and those in London the most unaware with only 30% of adults in the know.
London30%
Women are twice as a likely as men to fail to return a product due to a
previous bad experience
12% vs 6%
18-24 25-34
35-44
45-54
55-64
65+ 27%
20%
14%
12%
7%
The survey revealed the enthusiasm for asking for refunds on faulty goods declines in line with age: None
of those aged 18-24 said they ‘didn’t like asking for refunds’ as a reason for not returning a product
