Dosh dilemma - Jenna’s charity shop quandary!

Jenna loves to shop in charity shops and look at all those vintage clothes, quirky trinkets and retro toys for the kids.  

When she found a leather-folding chessboard for £20, she thought she’d hit the jackpot - until her son opened it and found it half-empty. 

The set was missing several pieces, rendering it pretty much useless. Jenna wasn’t having it. She took it straight back, but the assistant refused her a refund, claiming that it was ‘as described.’ 

“It’s the principle, more than anything,” Jenna told us, asking: “What are my rights?” 

Well Jenna, we agree, definitely unreasonable and you’ve got rights!  

Your rights when buying second-hand  

Whether you're shopping for new or second-hand items, your rights are pretty much the same.  

The Consumer Rights Act 2015 protects you when shopping in charity shops, supermarkets or high street retailers. 

That means what you buy should be: 

• of satisfactory quality 

• as described (in any listing or marketing material)  

• fit for purpose 

So, Jenna, missing pieces mean the chessboard wasn’t fit for purpose and, we assume, there was no mention of it on the description. So that’s a clear violation of your rights. 

This law applies to brand-new as well as used items, so your rights are the same whether you buy from a charity shop, supermarket or major retailer.  

Reasonable wear and tear  

That said, when it comes to second-hand goods, keep in mind that they might not always be perfect. You could see some signs of wear and tear and charity shops aren’t usually responsible for that. 

But as the bereavement support charity Sue Ryder points out, customers should know what they’re buying and what condition it’s in when it’s sold.  

“It is therefore important that if something being sold is faulty, this must be made clear to the customer by way of a label or notice,” says the charity.  

Changed your mind? 

If you’ve bought something that doesn’t fit, or if you’ve simply changed your mind, there’s usually no legal right to return it. However, some shops might let you return items at their discretion. 

Charity shops have their own return policies, too. For example, Sue Ryder accepts returns for second-hand items if: 

• it’s in the same condition as when you bought it 

• the price tag is still attached  

• it’s returned within 30 days  

• you have the original receipt 
   

What about online shopping?  

With the cost of living going up, lots of people are turning to sites like Vinted to grab second-hand goods at a fraction of the cost of new stuff.  

But just like with charity shops, issues can pop up when you buy things online. 

The key difference in your rights isn’t whether the item is new or second-hand but whether it’s being sold by a business or a private seller. 

If you’re buying from a business online, you’ve got the same rights as you would if you were buying from a regular shop.  

But, if you’re buying from a private seller, the item must be ‘as described.’ They can’t lie about the condition, but they’re not required to list every little flaw.  

For example, a seller might say a dress has ‘some marks on it’ instead of listing every single imperfection, but they can't claim it’s brand new if it’s not. 

Many private sellers rely on online reviews and ratings, so it’s worth checking them out before you buy something.  

And don’t forget, you can always reach out to the seller with any questions you have.  

In Jenna’s case, the item didn’t mention it was missing pieces, so it wasn’t as described or fit for purpose.  

We’d suggest going back to the charity shop with a copy of the Consumer Rights Act in hand, Jenna. That should help sort things out. Good luck!