Know your retail rights and how to spot sellers' excuses

Retailers are by far the most complained-about sector in the UK. The good news is we have a range of laws that govern our rights when we shop - and these provide us with more protections than many of us realise. Yet it's clear from your comments that some businesses are blatantly ignoring the rules. So here's my guide to your rights - and how some businesses try to get around them.

- Martyn James is a leading consumer rights campaigner, TV and radio broadcaster and journalist

The four rules to remember 1. When you buy goods or services online you have 14 days to change your mind. There are exceptions, such as things made to order, gig tickets or holidays.

2. If goods or services you purchase online or in-store are damaged, misrepresented, or not fit for purpose you are entitled to a full refund within the first 30 days, including return postage costs.

3. If something goes wrong within six months from the date of purchase, the retailer is allowed one crack at a repair or replacement. But if that doesn't work you can get a refund.

4. Even beyond those timescales, things you buy must last 'a reasonable amount of time'. So you can still ask for a full or partial refund or repair, though you usually have to prove that you didn’t break the item.

Some businesses still try to ignore the law or fob customers off, however.

Do I have to pay the postage to return faulty items?