OFT publishes Sale of Goods Act guidance for retailers

The online tool is designed to be used by retailers to ensure that they are dealing properly with consumers returning or buying goods.

The Sale of Goods Act (SOGA) is the main law that determines how goods should be sold and what rights consumers have in relation to faulty goods.

"Sales staff may be unsure of their responsibilities under the Sale of Goods Act as it has been updated over the years and new requirements have been added," said Jason Freeman, legal director in the OFT's consumer group.

The OFT said that consumers can face real problems in dealing with retailers which do not understand the law.

"There is evidence that many retail staff do not fully understand customers' statutory rights when it comes to exchange and refunds," it said in a statement. "OFT research estimated that consumer experienced 26.5 million problems with unsatisfactory goods and services and that 34% of the problems were unresolved."

The OFT said that it believes that unsatisfactory goods cost consumers £2 billion a year. It said that it developed the 'SOGA Hub' website to help those selling goods to understand their obligations.

The site was developed in conjunction with the British Retail Consortium and the Trading Standards Institute, the OFT said.

"The OFT has worked to provide clarity on this cornerstone of consumer protection through the new hub. This will help ensure that continuing competition and innovation by high street retailers is supported by staff understanding their practical responsibilities and customers' rights," said Freeman.

"We welcome any practical help that aims to reduce burdens on retailers to meet the law," said Graham Wynn from trade body the British Retail Consortium. "We worked with the OFT to help make sure that this new tool is practical and useful for our members and will help them meet customer needs."