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Commerce Division (under the aegis of Ministry of Industry, Commerce and Consumer Protection)

FAQs

FAQs & ADVICE TO CUSTOMERS
Know Your Rights
This web page gives general advice on your consumer rights in the Republic of Mauritius. They give information under the law, and tips on how to complain. The information here provides only general guidance and should not be read as a substitute for the law. You may wish to seek further advice relevant to your individual case.

Our public enquiry number is available for information about your rights as consumers or on where you should turn to for assistance with your particular problem. Please contact us on 2080511.
There are certain basic legal rights you have when you buy goods or services.
 
GOODS MUST BE
 
 
   of satisfactory quality 
They must meet the standard that a reasonable person would regard as acceptable bearing in mind the way they were described, what they cost and any other relevant circumstances. This covers, amongst others, their safety and durability. Goods must be free from defects, even minor ones, except when they have been brought to your attention by the seller for example, if the goods are said to be shop-soiled or second hand.

 
 
   As described - 
on the package or a display sign, or by the seller.   A new item must look new and unspoiled as well as work properly.  When embarking on a shopping spree, things you should look closely at are:
 
  Price
  Quality
  After sales service
  Installation (for electrical appliances)
  Spare parts Conditions of warrantee
  Examine the goods inside out
  Pre purchase test to be carried out
 
When buying your snacks and other prepackaged food items check the following in English or French: 
 
  Date of expiry
  Weight 
  Price
  Manufacturers note
  List of ingredients
 

 
   IF THINGS GO WRONG
If there is something wrong with what you buy, notify the seller by a registered letter as soon as possible. If you are unable to return to the shop within a few days of making the purchase, it is a good idea to telephone to let it know about your complaint as well. Make a note of the conversation and to whom you spoke.
 "If you received the faulty goods as a present, you may have to ask the person who bought them to complain for you"
Some goods have manufacturers' guarantees. Do not be put off by traders trying to talk their way out of their responsibilities.

 
   YOU HAVE NO REAL GROUNDS FOR COMPLAINT IF YOU:
 were told about the fault;  
 examined the item when you bought it and should have seen the fault;  
 did the damage yourself through misuse;  
 made a mistake when purchasing the item;  
 simply changed your mind about the item.
Under these circumstances you are not entitled to anything, but many shops will help out to preserve good customer relations.

 
   ELECTRICAL GOODS

"Keep details of any guarantee or warranty with your original receipt and any service or repair documents; they may be needed later"
 
Electrical manufacturers are constantly developing their products as technology advances.
 But are you sure you are going to need all those extra features?
Check whether there are any special installation requirements and the servicing and repair
arrangements.
Familiarise yourself with the instructions and controls. 
Find out if there is a guarantee, what it covers, what is excluded and how long it is for.
 If you do, make sure you know what it costs, what it covers, and whether you think the
 peace of mind provided is worth the extra money.
Keep details of any guarantee or warranty with your original receipt and any service or repair
 documents; they may be needed later.
Do not accept late delivery time , example Late in the evening during festive periods when
you will be pressed to sign the delivery note without getting a chance of testing your
 product.

 
   WHEN BUYING PLEASE:-
(1)    Check correct prices.
(2)    Check date of expiry on articles bought, specially perishables.
(3)    Check country of origin.
(4)    Check Ingredients on prepackaged food.
(5)    Check weights and scale when buying.
(6)    Ensure you get correct charge before leaving trader’s premises.
(7)    Make a proper shopping list.
(8)     Check contract of sale.
(9)    Ensure you get certificate of guarantee.
(10)   Never hurry when buying.
(11)   Try shopping at off-peak times.
(12)   Compare prices and quality.
(13)   Beware of battered and rusty tins.
 

 
   HIRE PURCHASE & CREDIT SALE ACT

1.    When buying goods on credit, purchase either in ‘Hire Purchase Agreement’ or
 ‘Credit Sale Agreement’.
2.    Read carefully the deed of contract before signing it.
3.    Ensure that you get the following documents.
(i) receipt for any deposit made.
(ii) A copy of deed of contract
(iii) A schedule of payments
4.    If you want to cancel the contract of sale, inform the trader in uniting by registered
 post.
5.   Check interest rate.
 
 
   Electrical & electronic Domestic Appliances (Trade Practices Regulations)

1. Ask for all information before purchase
2. Ask for the following documents:
(i)     a receipt for all payments effected
(ii)     the Manufacturer’s bandbook/instruction in English or French.
3. In case of goods covered by a guarantee period, ask for a certificate with all the
conditions thereof.
4. Ensure that the delivery is made within 15 days as from the date of purchase.
5. Ask for a demonstration to be effected.

 

  Safeguard of the rights of the consumer as provided inthe Consumer Protection (importation and Sale of second-hand motor vehicles) Regulation 2004

Rights of the Consumer at the time of purchase of a second-hand motor vehicle

1.  Effect a test drive.
2.  Take cognizance of the pre-shipment Inspection Certificate issued in the exporting
country in respect of the vehicle to ensure its roadworthiness and usability.
3.  Request the authorised dealer to furnish a copy of the Sale Agreement because:
(a) The authorised dealer shall guarantee the vehicle and parts for a warranty period of 6
months from the date of the agreement.
(b) The warranty covers the repairing or replacement free of charge, including labour cost,
 of any part that is faulty and supply of materials needed to carry out the repairs under
warranty.
4.  Report immediately to the Consumer Protection Unit of the Ministry in case the authorised
 dealer fails to honour its obligation.
 
 
  ADDITIONAL TIPS TO CONSUMERS
 
 
 
1. Check correct prices
2. Check date of expiry on articles bought especially perishable ones.
3. Check Country of Origin
4. Ensure that that label bearing the “Date of Expiry” and the “Country of Origin” are
not tampered with.
5. Check ingredients and other information on pre-packages food.
6. Check weights and scale.

7. Check your bill before going
8. Ensure that you get the correct change before leaving trader’s premises.
9. Make a proper shopping list.
10. Check contract of Credit Sale/Hire Purchase Agreement and ensure that you get a copy
 thereof.
11. Ensure you get certificate of guarantee and check the conditions thereof.
12. ake your time and never hurry.

13. Try shopping at off-peak hours.
14. Compare prices and quality.
15. Beware of dented and/or rusted tins.
16. Inspect the goods, do not hesitate to ask for any explanation.
17. Clear all doubts, before buying.
18. Ask for a demonstration in case of electrical/electronic articles.
19. Ask for a receipt in respect of any payment effected.
20. Keep all receipts for future references.