With no queues, no crowds and no closing time, its easy to see whey so many of us choose to shop online, but while most of us know the high street procedure for faulty goods, refunds and other customer issues, knowing where you legally stand online can be confusing at best.
If you have ever felt that twinge of anxiety as you hit the OK tab to complete your online transaction, then this guide is for you. Consumer watchdog Which? has come up with the following guide to help you navigate and negotiate your way round the legal parameters of the internet high street.
Changing your mind – once an order is placed online, there is a cooling-off period starting the minute you place the order and ending seven working days from the day after receiving the goods, during which time you are legally free to cancel. If you are buying a service, the seven working days starts the day after you place the order and if you agree that a service will start straight away you give up your right to cancel. Items which can’t be returned include: CDs, DVDs or software if the seal on the wrapping is broken; perishable items; and tailor-made or personable goods.
Online protection – the retailer must give both a geographical and an email contact address. If you receive an email confirming your order, you have a legally binding contract, but if it’s just an acknowledgment, then you don’t.
Faulty goods – whether purchased online or on the high street, the seller is still responsible for the condition of the goods on delivery and its also worth noting that the seller must also bear the cost of returning them if they are problematic.
Special offers – always check the terms and conditions, as some companies only accept the order when the goods are removed from the shelves and this may be after the offer expires. If you are charged full price, you don’t have to pay – you can simply send the goods back with the delivery driver.
Auction sites – when buying goods privately there is little legal protection. The law on auction sites is unclear, but there is an argument that if you buy the goods from a trader it’s not a true auction, so you have protection under the Sale of Goods Act. To date, the law has not been tested enough for any hard and fast rules to have been set.
Senior lawyer at Which? Legal Service, Peter McCarthy, says: “It’s a great time to buy online, especially with the new ruling on protection for credit card purchases abroad. But it’s also important to know exactly what your rights are before surfing the net for bargains.”
According to McCarthy, shopping from home can be extremely problematic if you are not familiar with internet etiquette. “Online shopping isn’t always a case of ‘what you see is what you get’. It can be difficult when all you have to go on is a photo. As well as your statutory rights, it’s worth checking returns policies, as these do vary. For example, online electronics supplier Dabs gives 10 days to return unwanted goods, whereas Amazon is much more generous, with 30 days,” he says.
