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Covered in this course

Course contents

This training course is broken down into 4 sections

  1. 1 Background
  2. 2 The Consumer Rights Act
  3. 3 Terms and Conditions
  4. 4 Disputes
A customer shopping - Consumer Rights Training for Retailers (Goods)
Consumer Rights for Retailers - Background Terms

In this section we take a quick look at basic definitions used in the Consumer Rights Act and who and what the Act applies to. 

Consumer Rights for Retailers - The Consumer Rights Act

This section looks at the Consumer Rights Act regarding goods. It explains the standards which must be met by your products and what you must do if a customer complains about them. It includes a very useful step-by-step guide to the process of handling complaints.

Consumer Rights for Retailers - Terms and Conditions

This section covers fair wording. It looks at terms and conditions, notices and contracts. It talks about greylisted terms and blacklisted terms. A downloadable pdf explains what shouldn’t be said and what can’t be said. Use of any of these terms is likely to be challenged!

Consumer Rights for Retailers - Disputes

Usually, if a customer complains about a product they’ve bought it can be resolved directly with them, face-to-face. However, sometimes this does NOT resolve the problem. We look at what happens next, including using Alternative Dispute Resolution instead of going to court.

About this course

There is a lot of information on the internet for consumers, explaining their rights and telling them what to do to complain about goods or products they buy, but rather less to help retailers.

This course has been written from the perspective of a retailer. If you sell goods or products to the public, then this practical guide on consumer and retail law will give you a full understanding of the considerations to make in order to stay compliant. 

The Consumer Rights Training for Retailers selling goods looks at The Consumer Rights Act 2015 in depth, terms & conditions between the seller and the customer and how to effectively deal with customer disputes, including the Alternative Dispute Resolution. Below, we look at the legal compliance for businesses in meeting The Consumer Rights Act 2015. 

We also offer consumer rights training for those selling services and for those selling digital content

Keith Wickham, a presenter of Consumer Rights Training for Retailers - GOODS

Presented by

Keith Wickham

The importance of Consumer Rights Training for Retailers - GOODS

It’s important that you comply with the law and understand the positive impact this training course can have on your organisation and employees.

Find out more

Available in 41 languages

All inclusive

Machine translated* content is included for free with all our popular courses.

It covers LMS navigation, course transcripts and test questions. If you don't see a course listed in the language you require, just let us know.

*Content which is not English may be machine translated and is for assistive purposes only. We cannot guarantee the accuracy of translations.

Our most popular languages

  • Italian
  • German
  • Romanian
  • French
  • Polish
  • Lithuanian

Consumer Rights Training certificate

Download and print

Each of our courses ends with a multiple choice test to measure your knowledge of the material.

This Consumer Rights Training for Retailers - GOODS course concludes with a 20 question multiple choice test with a printable certificate. In addition, brief in-course questions guide the user through the sections of the training and are designed to reinforce learning and ensure maximum user engagement throughout.

As well as printable user certificates, training progress and results are all stored centrally in your LMS (Learning Management System) and can be accessed any time to reprint certificates, check and set pass marks and act as proof of a commitment to ongoing legal compliance.

What does my certificate include?

Your Consumer Rights Training for Retailers - GOODS Certificate includes your name, company name (if applicable), name of course taken, pass percentage, date of completion, expiry date and stamps of approval or accreditations by recognised authorities.

Please note if you are using our course content via SCORM in a third party LMS then we are unable to provide certificates and you will need to generate these in your host LMS yourself.

Consumer Rights Training Certificate

52 real user reviews

4.7 out of 5
Consumer Rights Training for Retailers

Great to refresh my knowledge on Consumer Rights also how ADR can be used

Some of the graphics are distracting

As the course is based on legal terms and conditions, it would benefit from more bullet points and fewer graphics. Time to read and digest would be of benefit.

Very informative course

Very good course. Helps to clarify the information that I already know.

Easy to understand & complete

This training was well presented with good visual slides when explaining subject talking about. The only reason I have given this training 4 starts and not 5 is due to my disappointment not being able to resit test at end of training presentation. Wanted to increase percentage of pass.


This user gave this course a rating of 5/5 stars

Lots of useful information

Very helpful and useful information. Especially with timings of rights.

Would reccomend

I found course very useful and informative. i will use the information learned in my employment.


This user gave this course a rating of 5/5 stars

Why is this training important?


It's important that you comply with the law and know the ways in which it affects you and the way you work.

How the Consumer Rights Act affects the way your business handles goods?

The Consumer Rights Act sets certain standards that are expected for goods, services or digital content.

It gives customers a number of new rights and remedies if the products or services they buy fall short of the standards required.

Anyone selling goods, services or digital content should have a thorough understanding of The Consumer Rights Act. 

Goods to be of satisfactory quality

(1) Every contract to supply goods is to be treated as including a term that the quality of the goods is satisfactory.

(2) The quality of goods is satisfactory if they meet the standard that a reasonable person would consider satisfactory, taking account of—

(a) any description of the goods,

(b) the price or other consideration for the goods (if relevant), and

(c) all the other relevant circumstances (see subsection (5)).

Chapter 2, Goods, Section 9 - The Consumer Rights Act

As outlined, goods that retailers sell must be of satisfactory quality. Goods are assessed against the following criteria to determine their quality:

  • The durability of the product
  • Suitability for the intended purpose 
  • Appearance and finish of goods
  • How safe the product is
  • No defects that impact the final product

Find out more about what The Consumer Rights Act is and what it covers in our blog here.

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