​FAQs​
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FAQs & ADVICE TO CUSTOMERS

KNOW YOUR RIGHTS!

This webpage provides general information and guidance on consumer rights within the Republic of Mauritius. It explains the protections available to consumers under applicable legislation and outlines the procedures for lodging complaints and seeking redress. The content is intended for general guidance only and should not be regarded as a substitute for the law or for professional advice. Consumers may wish to seek independent advice in relation to their particular circumstance or they can contact us on 460 2500 or on Hotline 185.

Consumers benefit from a number of statutory rights and protections when purchasing goods or services. This webpage provides an overview of those rights and the remedies available under the relevant legislation such as:

  • What are your rights when buying goods and services?
  • What can you do if something goes wrong?
  • When might you not have grounds for a complaint?
  • What should you consider before buying on credit?
  • How can you manage debt effectively?
  • What should you know before purchasing electrical/electronic goods?​

WHEN BUYING GOODS:

(a)  Goods must be of satisfactory quality

This means they should meet the standard that a reasonable person would regard as acceptable, taking into account their description, price, and all relevant circumstances. This includes considerations such as safety and durability.

Goods should be free from defects, including minor defects, unless these have been specifically brought to the consumer's attention at the time of sale (for example, where goods are sold as shop-soiled or second-hand).

(b)  Goods must be as described

Goods must correspond with their description, whether provided on packaging, in a display notice, or by the seller. A new item should appear new and unused and should function as expected.​

WHAT TO CONSIDER BEFORE PURCHASING

Consumers are advised to carefully consider the following before making a purchase:​

 
  • Price
 
  • Quality
 
  • After sales service
 
  • Installation requirements (particularly for electrical appliances)
 
  • Availability of Spare parts and warranty conditions 
 
  • Inspection of  the goods prior to purchase 
  • where possible, requesting a pre-purchase demonstration or test

PRE-PACKAGED FOOD ITEMS

When purchasing pre-packaged food items, consumers should check that the following information is provided in English or French:

  • Expiry date
  • Weight or quantity
  • Price
  • Manufacturer's information
  • List of ingredients​

WHAT IF THINGS GO WRONG​

If there is a problem with goods you have purchased, you should notify the seller preferably in writing (by letter or email) as soon as possible and keep a copy of your correspondence.

If you are unable to return to the shop, it is advisable to contact the trader immediately by telephone to inform them of your complaint. You should keep a record of the conversation, including the date, time, and the name of the person you spoke to.

If you received faulty goods as a gift, you may need to ask the person who purchased the item to make the complaint on your behalf.

Some goods are covered by a manufacturer's guarantee. This is in addition to your statutory rights, and you should not be discouraged by traders from exercising those rights.​


 ELECTRICAL/ELECTRONIC GOODS​

When purchasing electrical or electronic goods, consumers should keep all relevant documents, including the receipt, guarantee or warranty, and any service or repair records, as these may be required in the future.

Manufacturers frequently update and improve their products as technology advances. Consumers are encouraged to consider whether additional features, which may lead to an increase in the product's cost, are necessary for their needs before making a purchase.

Before buying electrical/electronic goods, you should:

  • Check whether any special installation requirements apply
  • Enquire about servicing and repair arrangements
  • Read the manufacturer's instructions and user handbook carefully which should be available in English or French
  • Understand the terms of any guarantee, including what is covered, what is excluded, and its duration
  • If purchasing an extended warranty, consider the cost, the coverage, and whether it offers value for money
Consumers should also ensure that delivery arrangements are reasonable and that goods can be properly inspected and tested at the time of delivery. Delivery should not be arranged in a manner that prevents proper checking of the goods before acceptance.​


 
   HIRE PURCHASE & CREDIT SALE 

When purchasing goods on credit under a hire purchase or credit sale agreement, consumers should:

  • Read the contract carefully before signing the document
  • Ensure they receive:
    • A receipt for any deposit paid
    • A copy of the signed contract
    • A schedule of repayment terms
  • Verify that the cash price and interest rate correspond with those displayed or agreed
  • Provide written notice by registered post to the trader if wishing to cancel the agreement.


   Electrical & electronic Domestic Appliances (Trade Practices)

Before purchasing electrical or electronic appliances, consumers should:

  • Request full product information prior to purchase
  • Obtain a receipt for all payments made
  • Request the manufacturer's instruction manual (in English or French)
  • Ask for a warranty certificate, including full terms and conditions (where applicable)
  • Where possible, request a product demonstration before purchase ​


 SECOND-HAND MOTOR VEHICLES 

When purchasing a second-hand motor vehicle, consumers are advised to:

  • ​Carry out a test drive before purchase
  • Review the pre-shipment inspection certificate issued in the exporting country
  • Obtain a copy of the sale agreement from the authorised dealer
  • Verify that the vehicle is covered by a warranty for a period of not less than 2 months from the date of purchase
  • Ensure that the warranty covers repair or replacement of faulty parts, including labour costs and materials
  • Report any failure by the authorised dealer to honour warranty obligations to the Consumer Protection Unit of the Ministry of Commerce and Consumer Protection
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  ​ADDITIONAL TIPS TO CONSUMERS
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  1. Check that prices displayed are correct before making a purchase.
  2. Check the expiry dates on goods.
  3. Verify the country of origin of products.
  4. Ensure that labels indicating the expiry date and country of origin have not been tampered with.
  5. Read ingredients and other information on pre-packaged food products carefully.
  6. Check weights and measures where applicable.
  7. Verify your invoice/receipt before leaving the trader's premises.
  8. Ensure that you receive the correct change before leaving the premises.
  9. Prepare a shopping list in advance to guide your purchases.
  10. Review credit sale or hire purchase agreements carefully and ensure that you receive a copy of the signed contract.
  11. Ensure that you are provided with a guarantee certificate, where applicable, and review its terms and conditions.
  12. Take your time when making purchases and avoid rushing decisions.
  13. Where possible, shop during off-peak hours to allow sufficient time for selection and inspection.
  14. Compare prices and quality before making a purchase.
  15. Be cautious of damaged packaging, such as dented or rusted tins.
  16. Inspect goods carefully and do not hesitate to request clarification from the seller.
  17. Clarify any doubts before completing a purchase.
  18. Request a demonstration of electrical or electronic goods where appropriate.
  19. Request a receipt for all payments made.
  20. Keep all receipts for future reference.​

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