Consumer rights for seconds and clearance stock
Discounted stock keeps consumer refund rights. A specific defect drawn to the buyer’s attention before purchase is excluded from the satisfactory-quality protection, but unrelated faults can still qualify for remedies. Record each defect before sale. Cambridge China Bridge can help document stock condition in China.
A discount does not remove consumer rights
When you resell imported goods to consumers, sale items carry the same refund rights as full-price items. Calling stock clearance, seconds or ex-display does not create a blanket exemption. Do not use a notice saying that these goods cannot be returned or refunded.
Start by establishing why the stock is discounted. Separate surplus goods from items with cosmetic damage, missing accessories or previous display use. Ask the factory for photographs and a condition list before buying; see buying China stock lots.
Disclose the actual defect before purchase
The satisfactory-quality term excludes a problem specifically drawn to the consumer’s attention before the contract is made. A general label such as ‘seconds’ does not identify a particular defect. Describe its location and effect, rather than relying on the discount to explain it.
For example, photograph a scratch on a cabinet door and state which door is affected. Put that information beside the item description and retain the version shown before purchase. Keep factory acceptance decisions separate from retail disclosures; see approving cosmetic defects.
Assess unrelated faults separately
Disclosing a scratched cabinet door does not exclude an unrelated hidden hinge fault from satisfactory-quality protection. Assess that complaint on its own facts. Depending on the circumstances, remedies can include a refund, repair or replacement. Do not refuse it solely because the item was discounted.
Compare the complaint with the original disclosure, photographs and inspection record. Ask what failed and how the item was used. Keep the returned item identifiable and record your findings; see investigating customer returns.
Online cancellation is a separate question
For online, mail and telephone sales, customers generally have cancellation rights even without a fault. GOV.UK says they must tell you within 14 days of receipt and then have another 14 days to return the item. Exceptions include personalised or custom-made goods. Clearance status alone is not an exception.
Separate a cancellation request from a complaint about the disclosed defect. Give staff a route for each, and check whether a product-specific exception applies before rejecting cancellation. Avoid wording that treats every return as a faulty-goods claim.
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Keep a condition record from factory to sale
Ask your China team to identify affected goods, photograph defects and check the functions you intend to advertise. Match the condition record to the goods actually received. Recheck display stock after handling rather than reusing photographs taken before display.
Keep the listing, disclosure, sale record and complaint findings together. Cambridge China Bridge’s own staff in China can help document factory stock condition. If the issue concerns restricted substances rather than appearance, use the separate UK REACH guide.
Frequently asked questions
Can I say no refunds on clearance goods?
No. Sale goods retain consumer refund rights, and a blanket no-refunds notice can unlawfully restrict or mislead customers about those rights.
Is labelling an item as seconds enough?
Do not rely on that label alone. Identify the particular defect before purchase, with a clear description and photographs of the affected item.
Can a customer claim for a different fault?
Yes, if the unrelated fault breaches the applicable quality requirements. Disclosing a cosmetic defect does not remove protection for unrelated hidden faults.
Can customers cancel online clearance orders?
Generally yes. Clearance status does not remove distance-selling cancellation rights. Check whether a product-specific exception, such as personalised goods, applies.