Money back guarantees
For Business Customers: Any issues to do with refunds should normally be covered by the Member’s Terms and Conditions or negotiated contract or ordering conditions.
For Consumers: For customers who purchase ‘at a distance’ the Distance Selling Regulations provide protection and give the consumer the opportunity to change their mind and request a refund within seven days of receiving goods. There are some exceptions permitted within the law, for instance software. The Consumer Guarantees Directive as implemented within the Sale of Goods Act provides further protection for consumers. In addition, TCA Members are recommended to offer some form of money back customer satisfaction scheme.
The TCA recognises that the seller has the legal right to charge the customer for the actual cost of making good a returned product should there be no fault with the product.
Members may not attempt to limit the legal rights of customers. Any Member found to have done so will be expelled from the Association.