BAD SANTA: Don't get ripped off this Christmas

Caveat emptor and then some

Seeking guarantees

It's also worth shopping around to see what's on offer. If you're buying an iPad, while the Apple store might seem a sensible choice, head to John Lewis instead – either online or on the high street – and you'll get a three year warranty included in the price. The John Lewis Partnership is also a good bet if you want to buy a TV and similar kit. Not only should they price match, but there's a five year guarantee on TVs. Richer Sounds also offers five years on TV sets free of charge, as long as you join their VIP club.

Regardless of warranties, remember you also have rights under the Sale of Goods Act in the UK. Goods must be fit for purpose, as described, and of merchantable quality. That includes purposes you make clear to the store, so if you state you need a printer to work with your Mac, and it turns out to be incompatible, then you are entitled to a full refund.

In fact, you have the right to request a replacement or repair of faulty goods for up to six years in the UK. That's somewhat qualified, for example, if something can't reasonably be expected to last that long, you can't demand a repair, and ordinary wear and tear isn't covered. After six months, you may have to show there was an 'inherent fault' – something wrong at the time of sale. And after the end of the warranty period, you may find it much harder to persuade retailers to play ball.

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Where to get help

In the first instance in the UK – and with the standard EU guarantee – you should contact the vendor. They, in law, are the person with whom you have a contract, and it's up to them to fix the problem. They shouldn't just palm you off with a request to contact the manufacturer directly.

If they don't play ball, then you might be able to involve the credit card company, if that's how you paid, or consider using your bank's chargeback system for debit card.

There's also a wealth of information from the Citizens Advice Bureau (CAB). Elsewhere in Europe, check the European Consumer Centre for local information. The CAB site, along with others, has plenty of template letters you can download to help you make a complaint.

If you do go need to complain, remember the basics: always be polite, always take the name of people you're speaking to, and make a note of the date and time, with a summary of what was said.

And if any of this has you worried, don't panic: it's largely common sense. Few things go wrong and if they do, the law is overwhelmingly on your side. ®

Points of Sale

• Ideally, pay by credit card for items over £100, so the card company is jointly liable for any problems
• For returns, you have 14 days from delivery to inform the vendor then another 14 to return the items
• You don't have to give a reason to return goods you bought online. You can just change your mind
• However, you can't return custom goods, or media that has been opened
• You must return things in good condition to get a full refund
• Once you've downloaded digital media you can't return it
• You are entitled to a refund of standard shipping, but not express, or of the return costs
• Goods sold in the EU have a two year warranty
• Your contract is with the seller, not the manufacturer
• Stores can offer better deals, but they cannot offer less than your legal rights