Advice Column: Consumer

Thursday 31st December 2020

As part of the Citizens Advice Exeter and The Express and Echo weekly advice column this week we focus on consumer rights.

 I bought a pair of trainers from a private seller on an online marketplace. The advert said they were Asics but when they arrived the branding said Basics. They are clearly not what was advertised, are terrible quality and not fit for purpose. Do I have any rights? What can I do?

 If you’re buying online from an individual seller, the principle of “buyer beware” applies – which means you are purchasing subject to all defects, and the seller does not have to declare problems.

 However, the seller must not misrepresent the goods, for example, by claiming they’re a certain popular brand when they are not. Because your trainers are not as described in the advert, you may have grounds to ask for your money back.

  • First, try to fix the issue by contacting the seller to explain the problem, let them know your rights and that you would like your money back.
  • Should this get you nowhere, check to see if the online marketplace has its own protection and disputes resolution system.
  • Finally, if neither of these work for you, consider making a claim to the court, known as a small claim. There is guidance on how to do this on the Citizens Advice website at

You can get further help from the Citizens Advice Consumer Helpline on 0808 223 1133.

The information contained in these articles does not constitute advice. Citizens Advice Exeter and The Express and Echo accept no liability for the information published. Citizens Advice Exeter is unable to respond to individual requests for advice through these columns. Copyright Citizens Advice. For the most up-to-date information, please visit