A father paid a $350 deposit for a tablet for his son at my store in August. On 1 September, he paid the remaining balance of $500 and collected the tablet. Six days later he returned requesting a refund because the child’s mother had already purchased another tablet, and he needed to reimburse her. I declined to provide a refund but offered an exchange for another item or store credit. He became upset and stated that he intended to report the matter to the police because of the amount involved. Am I required to provide a refund in this situation? 

No. Under Section 69 of the Consumer Protection Act, a consumer who acquires goods free of defects and which in every way match what was requested, described, or declared by the supplier is not entitled to a refund if, after leaving the store, he decides for any reason that he no longer wants them. The store is under no legal obligation to issue a refund. While the store may offer a refund or enter other arrangements with the consumer, the choice remains entirely at their discretion. 

I purchased a school shoe, but when I got home, I discovered the inside was stripping. I returned it but the store refused to exchange it. I tried to make a complaint at your office but was told I could not because I am a minor. I am a 16-year-old who can purchase items but cannot make complaints. How can that be fair? What am I going to do now?

While anyone under 18 years may make everyday purchases, under Section 14 of the Consumer Protection Act, formal complaints must be submitted through an adult representative. The Act requires complaints made on behalf of a minor to be filed by a parent or legal guardian, including a mother, father, stepparent, or foster parent. This requirement serves as a safeguard to protect young consumers rather than to deny them access to fairness or redress. To pursue the complaint regarding the defective school shoe, the minor should be accompanied by a parent or legal guardian to the Division, where an officer will investigate the matter and seek redress accordingly. 

In May, I placed a deposit on my child's school bag, and the clerk gave me a receipt stating that the full balance must be paid in three months. Before my deadline passed, I went back to pay the balance, but the manager told me they had sold the bag because demand was high. They refused to give me a refund and said I could only get a store credit. Is the store allowed to sell the bag before the agreed time? Do I have to accept a store credit? 

Under Section 135(1) of the Consumer Protection Act 2025, when a lay-away agreement is made, the supplier holds all money paid by the consumer in trust and is obligated to hold the specific goods until the full price is paid in the time agreed. Under Section 135(2), if the supplier is unable to deliver the item when payment is completed, they must, at the option of the consumer, either provide an equivalent item of comparable quality or issue a full cash refund of all money paid. The consumer does not have to accept a store credit and can file a complaint with the division to obtain assistance in seeking redress.  

While shopping for school socks, I notice a pack of socks that is the colour the school requires, but it does not display any size information. I asked the store clerk if I could open the package to check the size against my child’s foot before buying it. The store clerk refused and said that the store’s policy is "All items must be paid for before opening”. Should I be able to inspect items before purchasing them?

Yes. Under Section 44(1) of the Consumer Protection Act, consumers have the right to examine, select, or reject any item sold from open stock before making a purchase. Additionally, Sections 53(1) and (2) require suppliers to provide key product information in English before payment. Where important information, such as size, is not provided, a supplier should not prevent the opening of the package for the consumer to inspect the item before purchasing. Store policies or signs cannot override or restrict consumers’ rights under the Act.

I purchased a school bag from a local seller on Facebook, but the item delivered is not what was advertised. The bag does not match the description or the picture. What should I do?

Section 60(4) of the Consumer Protection Act, mandated all delivered goods "correspond with the description or sample." Additionally, if the supplier deliberately posted misleading images or descriptions of a superior product to lure the consumer without intending to supply that item, their conduct constitutes Bait Advertising under Section 83. Section 46 grants the consumer the right to reject any non-compliant goods, but this must be done within a reasonable time. The consumer can ask the supplier to correct the situation and request a replacement for the exact item that was originally advertised or a full refund.

I won a Carnival mas package in a raffle. However, when I went to collect the prize, I was told I had to pay an additional fee to claim it. This fee was not disclosed in the raffle's terms and conditions. What should I do?

According to Section 133(1)(a)(iv) and (iv) of the Consumer Protection Act 2025, a promoter is prohibited from informing a consumer they have won a competition and then demanding further consideration (extra fees, or purchases) to claim the prize. A promoter is also prohibited from imposing a previously undisclosed condition on the prize if it was not disclosed in the official rules before the draw. The moment your name was drawn your right to the Carnival package became fully vested and it is legally your property, and the promoter may not make delivery contingent on you paying them any money as stated in Sections 133(7) and 133(8) of the Act. Insist on receiving the prize based on the official rules. If the promoter refuses, file a complaint with the Division.

I am a pensioner with limited mobility and difficulty reading. I purchased a new refrigerator after a salesperson helped me choose a standard model priced at $1,500, but I could not afford it upfront. The salesperson set up an interest-free payment plan of $150 a month for 24 months, which I signed. My granddaugheter says I will end up paying $3,600, more than twice the price, and that the deal is unfair. I have already agreed to the store's payment plan. What can I do?

Under Section 80(3) of the Consumer Protection Act, an unfair or unjust transaction is unenforceable against a consumer. Therefore, you may not be legally bound to pay the full $3,600. Section 80(1)(a) prohibits suppliers from offering goods at unfair or unjust prices or terms. Charging excessively more than the stated price likely violates the Act. The salesperson appears to have taken advantage of your circumstances. Section 80(1)(b)(iv) requires considering the parties' relative capacity, education, experience, and bargaining power. This also may qualify as a deceptive representation under Section 80(2)(c) if you relied to your detriment on misleading statements. We recommend you file a complaint with the Division so we can enforce your consumer protections.

I pre-ordered graduation accessories from a local online vendor in May, with a two-week delivery agreement. The graduation has passed and I still have not received the items. A week ago, the store emailed that my order had arrived and I must collect it and settle the remaining balance. I am unsure what to do with the accessories now that the graduation has passed. Should I pay for items that were not delivered on time?

Under the Consumer Protection Act, 2025, Section 45(1)(a) and Section 45(2)(a), the supplier is responsible for delivering the goods within the agreed timeframe unless the consumer agrees to a different delivery date. The supplier also retains responsibility for the cost and risk of the goods until the consumer accepts delivery. Since the agreed delivery period has expired and the graduation has passed, the consumer has not accepted delivery. As a result, the consumer may have grounds to refuse the goods and dispute any requirement to pay the outstanding balance, since the supplier failed to deliver the goods within the agreed period.

I sent my 14-year-old daughter to purchase a 2 lb bag of sugar for her Home Economics class. When she returned, the sealed bag felt light. I weighed it and found it was just over 1.5 lbs. We returned to the supermarket, but they refused to replace or adjust it, even though the package is labelled 2 lbs. What should I do?

Under Section 63 of the Consumer Protection Act, it is an offence for a supplier to deliver less than the quantity advertised or corresponding to the price charged when an item’s price depends on its weight, size, or volume. Consumers have the right to verify measurements before paying, and suppliers must provide appropriate, certified measuring standards (e.g., approved scales or measuring devices) at the point of sale in accordance with the Metrology Act. We recommend filing a complaint with the Division so we can pursue redress on your behalf.

I ordered six windows but received the wrong sizes. I returned them with my invoice showing the correct specifications. After more than a month, the supplier still refuses to replace them. What should I do?

Under Section 70 of the Consumer Protection Act, if goods differ materially from what was agreed (for example, incorrectly sized windows), the consumer may return them. If the defect is not corrected within a reasonable time or cannot be fixed, the supplier must provide monetary compensation equal to the value of the goods or another amount agreed upon by the consumer. We recommend you request monetary compensation and, if the supplier refuses, file a complaint with the Division so we can pursue redress on your behalf.

In January, I ordered shutters from a local supplier and was told delivery would take four weeks for the shipment to arrive in Antigua. The shipment was repeatedly delayed, and now, in June, the supplier says the manufacturer may no longer supply those shutters. I requested a full refund of $9,760.00, but the supplier asked for more time to try to source the order. Something seems wrong. What should I do?

Under Section 73 of the Consumer Protection Act 2025, an advertised delivery date or period forms part of the contract when a consumer pays a deposit. If the goods are not delivered by that date or within that period, the consumer may request a full refund of the deposit plus interest or agree with the supplier on a revised delivery date or period. If the consumer suspects something is wrong, they should firmly request a refund. If the supplier does not accept the consumer’s decision, the consumer should file a complaint with the Division.

Our church is planning a raffle for its anniversary celebrations. Since we are a non‑profit, not a business, do we need to apply to the Prices and Consumer Affairs Division for approval?

Under Section 133 of the Consumer Protection Act, 2025, a promoter must submit all relevant details of a promotional competition to the Division before holding it. This submission should include the raffle name, terms and conditions, and rules and guidelines. The Division will review the application to ensure it meets the required standards and grant approval for the promotional activity to proceed.

I purchased a blender that is defective. How can I make a complaint with the Prices and Consumer Affairs Division?

First, return the product to the supplier with your receipt, clearly describe the defect, and request redress (refund, replacement, or repair). If the supplier refuses, minimizes your complaint, or fails to resolve it satisfactorily, contact the Division. Under Section 15 of the Consumer Protection Act 2025, a consumer may file a complaint with the Division orally or in writing, including by telephone or electronically. The Division will investigate the complaint to ensure compliance with consumer protection laws.

I agreed to purchase household appliances at yard sale in December. They were delivered on the same day and the supplier agreed to give me time to inspect them. Last week, I received a $2,350 bill and a demand for immediate payment. I told the supplier I had not yet inspected the items, but she insists the sale is complete based on the time I had them. Is this legal?

Under section 46(1)(c) of the consumer protection act, if a consumer is given a reasonable opportunity to examine goods to confirm the purchase and then retain the goods without notifying the supplier of rejection, the goods are deemed accepted, and the consumer is required to pay. In this case, five months is considered more than a reasonable time for a consumer to examine household appliances.

I purchased a phone after specifically requesting a 256GB model for my daughter, who likes taking photographs. At home, I found the phone is only 64GB. The store refused to give an exchange, saying that it has a no-exchange policy. What should I do?

Under the Sale of Goods Act, Section 1(b), goods must be fit for their intended purpose. Under the Consumer Protection Act 2025, section 70(1)(a)–(b), if a consumer later finds that goods are materially different from what they intended to purchase, they may return the goods to the supplier and allow a reasonable opportunity for inspection. The consumer will then be entitled to either a refund or a replacement that meets the specifications initially requested.

I went to a pharmacy and noticed a promotion for a new hair deep conditioner. Before purchasing, I checked the instructions, but there was no English on the label. I drew this to the cashier, who said they are not catering to English‑speaking customers. Is that right? Should products sold here have no English instructions when our main language is English?

In accordance with the Consumer Protection Act of 2025, Section 53(1), it is the duty of suppliers to ensure that, before payment is made for any goods, whether sold as new or used, the packaging, labelling, or description of goods must be provided to the consumer in English. The Division strongly advises consumers not to purchase items without English, and to report such instances to the Division.

I examined a Summer dress in a store to ensure it was of good quality. As I was about to ask the store clerk if there were any XL in the colour and style I liked, the store owner shouted at the clerk, asking why she allowed me to examine the dress, as she was sure I was not going to purchase it. I decided not to purchase after hearing that comment. Was I wrong to examine the dress before I purchased it?

According to Section 44 (1) of the Consumer Protection Act, 2005, a consumer has the right to choose and examine goods. Where any goods are displayed or sold from open stock, a consumer has the right to select or reject any particular item.

I sent a package to my shipping company, and they confirmed via email that they had received it. However, it has now been two months, and the company is still stating that they are unable to locate my package. What should I do?

According to Section 45(1)(a) of the Consumer Protection Act, 2025, the supplier is responsible for delivering the goods to the consumer within a reasonable time and at the cost and risk of the supplier. In this case, the supplier accepted the item on behalf of the consumer, which means they accepted liability for it. The Act refers to delivery within a reasonable time, and a delay of two months would not be considered a reasonable time.

I saw a chest of drawers in a joiner shop and hired the joiner to build one with the same specification for me. We agreed on a cost of $600.00, with a $300.00 deposit and a delivery time of one week. When I went to collect it, I realized it has six drawers instead of seven as agreed. The joiner insisted it was only one drawer difference and demanded that I pay the agreed price. I left the item because I thought it was unfair. What should I do?

Section 60(4)(a)(i) of the Consumer Protection Act 2025 requires that goods supplied by references to a sample must match that sample. Additionally, section 80(b)(i) prohibits suppliers from negotiating, entering or administering agreements for goods or services in a manner that is unfair or unjust. Under section 70, consumers may return goods that are materially different from what was agreed. If the defect cannot be remedied in a reasonable time, the supplier must provide monetary compensation equal to the value of the goods or another amount agreed with the consumer. The consumer may renegotiate a price based on the specifications of the chest of drawers supplied, or request the deposit be refunded.

I visited a flee market and wanted to select a specific kitchen utensil from a pile as some were damaged. However, the stall owner insisted the pieces in pre-bundled sets were sold together for the displayed price, and single pieces could be sold separately. Can the stall owner refuse my request? Was I wrong to choose undamaged items?

Under Section 44 of the Consumer Protection Act 2025, when goods are sold from open stock, consumers have the right to accept or reject any particular item. Consumers also have the right of choice and the responsibility to examine goods before purchase. However, consumers do not have the right to reconfigure how goods are offered for sale. Suppliers may offer items only as pre‑bundled sets, and may refuse requests to separate or reconstruct those offers.

I purchased a weed Wacker with a three-month warranty and was told to schedule an appointment with the stores technician if anything goes wrong. It developed issues after one month, and the store’s technician charged me $80 since the store refused responsibility. Should the cost of the repair have been paid by the store or me?

Under section 64 of the consumer protection act 2025, when defective goods are repaired or replaced, the warranties attached to the original sale contract extend to the repaired or replaced items, making the supplier responsible for those repairs. Additionally, section 69 gives consumers the right to return defective goods for a replacement or a refund. The division recommends you make a complaint, so we can seek redress on your behalf.

I regularly shop at a particular supermarket and have noticed some items without prices. The staff told me these are not price-controlled goods and therefore do not require displayed prices. I find this difficult to accept since price affects my purchasing decisions. Is this legal?

Section 13 of the Distribution and Prices of Goods Act (Cap.138) requires goods listed under the price control order to be clearly and legibly marked with their selling price. That requirement applies only to price-controlled goods. However, under section 54 of the Consumer Protection Act 2025, suppliers must display a price for any goods offered for sale Therefore, it is unlawful for a supermarket to offer goods for sale without displaying their prices.

I booked a stay at a local all-inclusive hotel for 3 days, however, after checking my work schedule for the week I realized that they didn’t give me the time off I requested. I called the resort and explained my situation 2 weeks in advance. The receptionist explained that I can’t get my money back because I cancelled too close to booking date. Is this legal?

According to section 47(3)(3) of the consumer protection act of 2025. A cancellation charge must reasonable and should not exceed a fair amount of time or circumstances given to the potential supplier, so that they can find an alternative consumer.

I offer hairdressing services from my rented home. One week into the tenancy, the water supply ran out, forcing me to cancel appointments and lose income. The following week, the same issue occurred. I told the landlord I could not continue renting under those conditions, but she said I must give two months’ notice even though the contract does not require any notice. What should I do?

Under section 12 of the Rent Restriction Act, a landlord must give a notice to quit to a tenant to regain possession of the property. The Act does not require tenants to give notice to landlords. However, if the rental contract requires the tenant to give notice, the terms and conditions should be upheld. The tenant should inform the landlord of the date they intent to vacate so walkthrough can be scheduled.

I purchased a refrigerator in December.it developed problems in January that the stores technician repaired, but this month it has stopped cooling completely. The store refuses to fix it, saying the refrigerator is reconditioned and not covered by warranty. What should I do?

Under section 59(1) of the consumer protection Act, the supplier must disclose the refrigerator that has been reconditioned by affixing a conspicuous notice on the unit clearly stating that it has been reconditioned. Additionally, under section 64(1)(6), a supplier must provide explicit warranties for its goods, whether new or used, and for any repair services provided. If no explicit warranty is provided, an implied warranty of six months for parts and labour shall apply to the transaction. We strongly recommend making complaints with the division so we can seek redress on your behalf.

I purchased a car battery for $650, but within one week my car would not start, and my mechanic confirmed the battery was faulty. I returned it to the auto parts store and was told it only needed charging: however, two days later the battery stopped working. When I returned to the store and requested a replacement or refund. I was told that there are no exchanges or refunds on batteries. What should I do?

According to the consumer protection Act, Cap 69 (1)(b) a consumer has the right to return goods once they discover any defects within a reasonable time. The consumer is entitled to either a replacement battery or a full refund.

I hired a handyman in early November to do some repair work around my home. He gave an estimate of $1,000 for labour, and I agreed. In December, he said the job required more work and raised his labour cost to $1,200, to which I again agreed. Last week I asked why the work had stalled. He said he had underestimated the job but promised to finish. Now that the job is complete, he has given me an invoice for $1,600. What should I do?

Under Section 54 of the Consumer Protection Act, 2025, a supplier’s price for a service cannot exceed an estimate unless the supplier notifies the consumer of the additional charges and the consumer agrees. Since the handyman did not inform the consumer of the second increase or obtain his consent, the consumer is not obligated to pay more. The consumer should inform the handyman of the agreed labour cost of $1,200 and refuse to make any additional payment.

I purchased an electric stove for a friend as a Christmas gift . After she received the stove, she said she prefers a gas stove and she doesn't want an electric stove. Can I return the electric stove and get a refund since my friend doesn't want it?

According to the Sales of Goods Act (CAP,393) and the Consumer Protection Act 2025, consumers are not entitled to a refund simply due to a friend's preference or a change of mind. Nonetheless, the supplier may choose to offer a refund as a courtesy. Please note that a restocking fee may apply in such cases.