FAQs
Answers to the most frequently asked questions.
SOGA hub ebulletin
For news, advice and hub updates read the SOGA hub ebulletin.
To receive the SOGA ebulletin, register with the SOGA hub.
Download: SOGA hub e-bulletin Ed.1 (Feb 2012) preview (JPEG 618kb)
How was the SOGA hub developed?
The SOGA hub is a pilot project developed in conjunction with a wide range of retailers and trade associations, more information on the development process is available at www.oft.gov.uk/SOGAlaunch.
Is SOGA hub available in any other languages?
SOGA hub is currently only available in English. If you would like to translate any of the materials, you can use the downloadable versions to do this. We recommend the in-design versions for this purpose.
What other legislations guidance should I be aware of in addition to the Sale of Goods Act?
We aim to continually update the Additional Information Sources document which you can find in SOGA explained, please take a look at the items listed there.
Does SOGA hub provide information for retailers about customers’ rights in relation to doorstep selling?
The aim of SOGA hub is to concentrate on the rights of both retailers and customers under the Sale of Goods Act (SOGA). Doorstep selling is covered by additional Regulations, these are The Cancellation of Contracts Made in a Consumer's Home or Place of Work etc Regulations 2008. These regulations are not covered within the SOGA hub, although a brief reference is made to these additional rights in SOGA explained.
You can find more information about the additional regulations that apply to doorstep selling at the OFT website www.oft.gov.uk/business-advice/treating-customers-fairly/doorstep-selling.
You can find a full copy of the regulations that apply to doorstep selling at www.legislation.gov.uk by searching for The Cancellation of Contracts Made in a Consumer's Home or Place of Work etc Regulations 2008.
When I use SOGA at a glance in SOGA hub, it says I don’t need to give a refund if an item is not faulty. But if the item was bought online or by telephone I would need to give a refund if it was returned within seven days. Can you clarify this?
The At a Glance flowchart is a quick reminder for staff of the assessment process when dealing with customer returns for items purchased in-store and are being returned under the Sale of Goods Act. When items are bought at a distance, consumers need time to be able to check that the goods are what they wanted, so in most cases they have seven days to return the goods under the Consumer Protection (Distance Selling) Regulation. All versions of the At a Glance flowchart note that the rights are different for online, telephone and mail order.
Does consumer law apply to the rights of retailers in their dealings with manufacturers and wholesalers? Is it the same as the situation between retailers and their customers?
The contract law that applies between retailers and manufacturers/wholesalers is not the same as the contract law that applies between retailers and their customers.
The Sale of Goods Act (SOGA) provides protection for customers (consumers) - the same rights do not apply to a business buying goods or services from another business.
This is true of consumer protection law generally, for example Distance Selling Regulations, Consumer Protection from Unfair Trading Regulations, and Doorstep Selling Regulations. Businesses are expected to be able to negotiate their own contracts to give them suitable protection and or remedies in case of a breach of contract.
