Consumer Rights
All internet sites which offer goods or services for sale to consumers via the internet are subject to the Distance Selling Regulations (DSR). The main features of the regulations are that:
- retailers must give consumers clear information including details of the good or services offered, delivery and payment arrangements, the supplier's details and the consumer's cancellation rights before they buy;
- consumers have a cooling-off period of seven working days.
Consumer Protection
Your rights: If you have bought online from a UK-based company, many of your rights are the same as when you buy from a shop. You also have additional rights and Consumer Direct can give you more information.
When buying goods or services online you are entitled to clear information about the goods or services offered before you buy including:
- written confirmation of this information after you have made your purchase;
- a 'cooling off' period during which an order can be cancelled without any reason and a full refund made;
- a full refund if the goods or services are not provided by the date you agreed. If you didn't agree a date, then you are entitled to a refund if the goods or services are not provided within 30 days.
If you buy goods on the internet, you still have the same rights as if you were shopping on the high street in relation to faulty or poorly described goods.
Credit card purchases: It may be worth paying for your online purchases by credit card. If the goods or services you are buying cost over £100 and you pay by credit card, you may be protected by the Consumer Credit Act. This states that the credit card company is equally liable for any defects. Therefore, should a problem arise, you can claim either from the trader or from the credit card company.
Internet auctions: You have less protection when you buy privately, for example through an internet auction. In a private sale, the goods must be as described, but a seller who is not acting as a business is not covered by the rules on satisfactory quality and fitness for purpose.
Consumer Redress
Stand up for yourself if you are unhappy with an internet transaction. Stay calm and explain the situation to the retailer; keep documents, emails and receipts and make sure you gather the facts before you write, phone or email.
The BBC's Consumer Pages offer some advice on how to complain effectively and address any issues you have with the products or services you have received.
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