Cooling-off rules vs change of heart: What consumers can (and can’t) return

Understanding consumer rights protects the shopper and retailer, especially when it comes to returns and refunds. 

Consumer journalist Wendy Knowler shares a case involving a listener who tried to return a manual espresso machine after one use.

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“He sent it back within the retailer's cooling-off period and asked for a refund. Legally, you have a seven-day cooling-off period from the date of delivery.” 

She highlights the difference between defectiveness and changes of heart.

In-store purchases have no legal right of return, unless the product is defective, because you can inspect the product.  

“You are at the mercy of that retailer and what they choose to provide as customer service. If they say you have 30 days, you’ve got to have your slip, and it’s got to be in a resellable condition, which is very reasonable; it’s a take it or leave it situation,” says Knowler.  

For online purchases, from the time of delivery, you have seven days to log a return, and within 30 days, the retailer must refund you, provided the product is in a resellable condition.

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“Would you be happy to pay full price for an appliance which another customer had used, albeit once?” she asks. 

“It is up to us as consumers to do our research before we buy a product. There are consumer reviews, videos and the full manual is available online.” 

To listen to Knowler in conversation with CapeTalk’s Pippa Hudson, click below (skip to 19.21):