The price at the checkout is higher than on the price tag: how knowing the law can help you avoid overpaying
Buyers often encounter situations where they choose a product at a promotional or discounted price indicated on the shelf, but during checkout it turns out that the system shows a completely different price. In many cases, the difference seems insignificant, so people do not spend time arguing. At the same time, such a situation may indicate a violation of consumer rights, and the law grants the buyer the right to demand the sale of the product at the price indicated on the price tag in the sales area.
Is the store obliged to monitor the relevance of price tags?
The seller is obliged to provide the buyer with necessary, accessible, reliable, and timely information about the product before the purchase. It is based on this information that the consumer makes a purchase decision.
If a product with a specific price tag is displayed in the store, this is effectively a public offer to conclude a sales contract under the specified conditions. Accordingly, the seller undertakes the obligation to sell the product at the price indicated on the shelf or showcase.
Providing false information about the price of the product may be considered a violation of consumer rights.
What to do if a different price is announced at the checkout?
A common explanation from store employees is that the price has already changed in the electronic system, but the staff did not have time to replace the paper price tag.
However, for the buyer, such a situation should not create negative consequences. The consumer has the right to demand the sale of the product at the price indicated on the price tag, regardless of what price is displayed in the store's computer database.
Price changes or untimely updating of price tags are internal matters of the retail establishment. The buyer should not compensate for staff errors or shortcomings in the store's organization.
Can the store refuse to sell at the price on the price tag?
If the buyer demands to purchase the product at the price indicated on the shelf, and the store employees refuse to do so, it is worth documenting the circumstances of the violation and taking further action.
In particular, it is recommended to:
- if possible, take a photo or video of the price tag and the product;
- contact the store administration with a demand to resolve the situation;
- leave a record in the book of complaints and suggestions with a detailed description of the circumstances;
- find out the full name of the business entity and the address of the retail establishment;
- file a complaint with the territorial body of the State Consumer Service regarding the provision of false information about the product price and violation of consumer rights.
Where to complain in case of consumer rights violations
If the store refuses to sell the product at the price indicated on the price tag or does not respond to the buyer's request, the consumer can file a complaint with the Main Department of the State Consumer Service in their region.
After reviewing the complaint, the supervisory authority may conduct an inspection and assess the actions of the business entity. Further measures depend on the established circumstances and the results of the inspection.
Key points for the buyer
If the price on the store shelf differs from the price scanned at the checkout, the buyer has the right to demand the sale of the product at the price indicated on the price tag. Claims that employees did not have time to update the price or that changes have already been made in the system do not exempt the store from the obligation to comply with the terms offered to the consumer when choosing the product. Therefore, in such cases, it is important to know your rights and, if necessary, insist on their observance.
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