Big Energy Savings Week 2019
08 Jan 2019
Distance selling - fraudulent use of your payment card
04 Apr 2018
04 Apr 2018
Last week was National Consumer week (NCW). This year the focus was on your rights when you buy online from an online market place, which we posted about last week. This week we will look at your rights if you buy from an online business
Your rights when you buy online are better than when you buy in a shop. For instance: if you decide after you’ve bought an item in a shop you don’t like it, under the law the shop does not have to take it back. However, if you bought it online, you have 14 days, from the date of receipt, in which to return it and get a refund (and a refund of any standard postage you’ve paid with the original order). Unless the trader has specifically said they will pay return postage, you will have to pay that yourself. Usually a good idea to get “proof of posting”. Exclusions are perishable or bespoke goods or if you bought from a private individual. Your protection for online cancellation rights are under Consumer Contracts Regulations 2013.
Of course, some stores will give you the option of returning items and getting a refund, but unless there is something wrong with the item they are not legally obliged to do so.
Citizens Advice have an article about returning items after changing your mind.
What about if something goes wrong? If the goods don’t arrive or they are faulty? Or they don’t match their description?
If your items don’t arrive, the seller should either refund your money or send a replacement item. Click here for help and a template letter.
If your goods are faulty or don’t match their description you may be entitled to a refund, repair or replacement. To a certain extent it will depend on how long you’ve had the item. You can’t make a claim if your item is damaged by wear & tear, an accident or misuse. Your protection is under Consumer Rights Act 2015. If you are returning faulty or mis-described goods, the seller should pay the return postage. For more information see Citizens Advice article Returning Faulty Goods
If you discover they are faulty within 30 days, you are entitled to a full refund. If it is within 6 months, and they can’t be repaired or replaced, you can get a full refund. Up to 6 years, if the goods don’t last a “reasonable time for goods of that type” you should get a partial refund. Don’t be fobbed off with a credit note!
In addition, Which have created templates and guides for online shopping consumers.
Contact the Citizens Advice consumer helpline on 03454 04 05 06 if you need more help – a trained adviser can give you advice over the phone. You can also use an online form to request help from Consumer Helpline.