Step 3 - Understand your options (and know what you want)
If you don’t have a clear idea of what your choices are, or what a realistic outcome would be look up your rights or speak to an adviser. Don't just believe what you are told by someone who might not be on your side.
What your options are will depend on how strong your position is. For example, does the law protect you or will you have to rely on goodwill to get what you want?
It will also depend on how confident and motivated you feel. Sometimes it doesn’t feel worth the hassle and that can be a fair enough conclusion to come to once you have understood your options.
Even if the law doesn’t protect you, it might still be worth having a go. If you negotiate confidently you may still get what you want.
"I bought a necklace for my girlfriend. It was quite cheap, but I didn't want her to know that. The second time she wore it, it fell apart. I was so embarrassed! When I took it back to the shop, they offered me an exchange. But I wanted to get her something completely different. Then they offered me a credit note, and acted like it was some big favour and I was really putting them out. But I didn't really want that either. I wasn't sure what to do so I said I'd think about it.
When I got home, my mum looked it up on the web. We found out that the shop was wrong and that, if I took it back straight away, I should be able to get a refund. When I went back, I asked for a refund and told them I knew I was entitled to one. They paid up.”