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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 the RETAILER. It’s for anyone who sells goods or products to the public.

It’s a practical guide to consumer law. It’s all about making sure products meet legal standards and knowing what customers’ rights are – in order to stay within the law when dealing with a complaint. 

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. 

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

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  • Italian
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  • Polish
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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

35 real user reviews

4.6 out of 5
Dry, Summaries not proofread for errors.

This user gave this course a rating of 3/5 stars

Very informative course

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

Very good course on Consumer Rights

It is an easy to follow, step by step course, which offers you several ways to take in the information. Choosing which option is the best learning strategy for you. I would not be apprehensive about using this with my team.

Very clear and easy to use

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

Simple and easy to follow

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

Useful and informative

The course was useful and informative. The videos and explanations given through different circumstances made this easier to take in the information as opposed to reading the information


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

Very informative.

This user gave this course a rating of 4/5 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.

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
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