Consumer advice

Used items

If a product is described as ‘used’, it means the item will have been used by the previous owner. It is difficult to know how much the item has been used. It is likely that it's not been serviced or refurbished before the sale.  

Ex-display items

Ex-display items have only been on view in a store so are unlikely to have been used much, if at all. However these items may have cosmetic damage such as scratches, dents, staining or rips due to being on display in busy stores.

Refurbished items

This is an item that has been used, but has then had a full check and had a repair if needed. This means the item is as close to 'new' as possible. Items maybe graded to describe how close to new they are.

• research prices for the same make and model of the item you would like to buy - then you know if the seller’s item is good value
• when you message or talk to the seller, make sure you clearly agree on the price of the item and discuss if there is a return policy and guarantee for the item. Remember, you have more rights if you buy from a trader than if you buy from a private seller
• pay by card, or use a trusted payment platform where possible. This means your payment is protected and you will have more options to recover your money if there are any issues with the item 

When you buy an item from an online private seller, it can be difficult to know if they are representing themselves honestly. However, there are steps you can take to protect yourself as a consumer.

Talk to the seller

When you talk to the seller, try to confirm who you are talking to and if the seller is based in the United Kingdom. Buying from someone overseas makes it much harder to return goods or get a refund if goods are faulty or unsafe. If you are buying on an online marketplace or auction, use its messaging facility. If you complete the deal outside of their site, the provider will not assist you if things go wrong.

Check reviews

Most online platforms that let you sell second-hand goods allow buyers to leave reviews and comments on sellers’ profiles. When you are buying an item from a seller, check the reviews and read comments from previous buyers. This could alert you to potential issues. Sadly, some sellers do create fake reviews. So, be cautious about reviews that sound too good to be true or seem to be scripted.

Basic checks before you buy include:

• checking if the item has been recalled by the manufacturer on the GOV.UK website or the Electrical Safety First website. A recall can involve replacing or repairing an item
• sign up for recall alerts on the Register My Appliance website to be notified if any of your electrical products, whether new or used, are subject to a recall in the future
• asking the seller if you can see the item before you decide to buy. If the seller refuses, it could mean that there is an issue with the item that they don't want you to find before the sale
• asking the seller for the item’s instruction manual. If they don't have one, search for the manual online using the make and model number. Following the instructions means you will use the product safely
• carrying out simple visual checks to make sure the item is safe to use, such as looking for damaged pins or cables, loose plugs, or understanding the labels on upholstered furniture - for advice read the furniture flammability advice for consumers leaflet

To get advice and report sellers that you suspect are selling unsafe items please call the Citizens Advice Consumer Service on 0808 223 1133.

Do not be tempted to do business with anyone that calls on your door unannounced telling you that work is necessary. Always deal with locally recognised traders who you can find and go back to if a problem arises.

Ask for references and the names and addresses of other customers with whom you can check that the work was carried out in a satisfactory manner. Do not be tempted by deals offering to do the job for cash avoiding any VAT or paperwork. Reputable tradesmen will provide paperwork, put all income through their books and generally do not need to call door to door to find work.

Trading Standards operates an approved trader scheme through Trustmark.

When a consumer buys second-hand goods from a private seller they have no legal remedy if the goods are faulty.

However, when goods are bought from a trader, the law says they must be as described, of satisfactory quality and fit for their purpose.

If it seems like the seller on the online auction site is a trader then they may be in breach of contract and should remedy the fault, pay for reasonable repairs or return some or all of the purchase cost. Take a look at their other sales and selling history. If they sell a lot of goods they may be a trader rather than a private seller.

Due to this difference in liability, it is important that consumers know if they buy goods from a trader. For this reason the law prohibits traders from falsely claiming or creating the impression that they are not acting in the course of their trade or business.

If you suspect that the online seller is a trader purporting to be a private seller report to them to Trading Standards so that they can be investigated.