Expert Affordable Advice

Call a name you can trust 01992 822 828

Search 

Buying online advice

Shopping online can be more convenient and cheaper than the high street. But there are drawbacks. It can be easy to make a mistake when ordering online, and sometimes what you receive isn't what you expected - so what protection do you have when you shop online?

Your rights if you want to change your mind

Under the Consumer Protection (Distance Selling) Regulations 2000, you can cancel your order anytime from the moment you place your order up to seven working days starting the day after receiving the goods.

There are some items you can't return if you simply change your mind:

• CDs, DVDs or software if you've broken the seal on the wrapping
• Perishable items such as food and flowers
• Tailor-made or personalised goods

Your rights if things go wrong

Under the Sale of Goods Act 1979, goods must be:

• As described
• Of satisfactory quality
• Fit for purpose - this means both their everyday purpose and also any specific purpose that you agreed with the seller

In most cases, your rights are against the retailer - the company that sold you the product - not the manufacturer, and so you must take any claim against the retailer.

What you can do

If you think you have a claim, you have several possible remedies, depending on the circumstances and on what you want done:

If you want to give it back and get your money back, you have the right to 'reject' an item that is not of 'satisfactory quality'. But you must act quickly.

If you don't want to reject something (or it's too late to do this), you have the right to repair or replace.

Many retailers will offer a replacement, repair or refund without question, especially if the item is relatively new.

If the retailer refuses to repair the goods, you may have the right to arrange for someone else to repair it and then claim compensation from the retailer for the cost of doing this.

Your right to cancel a service you've bought shopping online

If you're buying a service like upgrading your mobile phone contract, you can cancel up to seven working days from the day after you agree the contract terms. But if you have agreed that the service will start straight away, you give up these cancellation rights.