To help businesses learn about consumer rights and fair trading, and get compliance right first time, the following in-depth guides contain all the information you need to get started.
The guides are kept up to date and are organised by what, where and how you sell, with further groups in each category to help you find the information you need.
If you have questions after reading these guides, our Trading Standards officers will be happy to give you advice and answer your queries through our paid-for advice service. Please get in touch for information.
What do you sell?
Goods
Consumers’ rights when they buy goods from you, including information on when to offer a refund, repair or replacement.
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View guidance documents
- Accurately describing products
- Antiques and antiquities
- Car boot sales
- Consumer protection from unfair trading
- Energy rating information
- Labelling of footwear
- Labelling of textiles
- Mileage of used vehicles
- Mixed contracts
- Online reviews and endorsements
- Part-worn tyres
- Returns policies
- Single-use carrier bags
- The sale and supply of goods
- Unfair contract terms
- Used car sales
Digital
Consumers’ rights when you supply digital content – for example, a mobile phone app, a computer game or a DVD.
Services
Consumers’ rights when they buy your services – for example, builders or motor vehicle repairers.
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View guidance documents
- Accurately describing products
- Consumer protection from unfair trading
- Estate agents:property descriptions
- Letting agents:display of fees
- Mixed contracts
- Motor vehicle servicing and repairs
- Online reviews and endorsements
- Package tours and holidays
- The sale and resale of tickets
- The supply of services
- Unfair contract terms
Where do you sell?
On-premises sales
Selling on your business premises – for example, a shop or market stall (or when a contract is not made off-premises or at a distance).
Off-premises sales
Selling goods, services and digital content away from your business premises – for example, in the customer’s home or workplace.
Distance sales
The sales of goods, services and digital content without face-to-face contact with the customer – for example, online, mail order or by telephone.
How do you sell?
Consumer contracts
How and when a consumer contract is made, and how to be sure your transactions are legal and fair.
Good practice
Your legal obligation to trade fairly with your customers; the law that protects consumers from unfair trading practices.
Pricing and payment
The rules that cover displaying prices, unit and sale pricing, and taking payments legally and fairly.
Customer complaints and civil law
If a dispute develops between yourself and a consumer and you need legal advice, we can help. Trading Standards can tell you what the customer’s rights actually are and help you to determine the best way to resolve the dispute. Get in touch if you are concerned or unsure and we can help you understand your position.