Your rights and what to look out for
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back to shopping online
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| The rights provided by European Directives (E-commerce and Distance Selling) are the minimum level of protection you can expect from all across Europe. If the web trader is based within Europe their website is expected to provide you with all the information about what it is you want to buy and it there contact details should be easily available for you to find. |  |
Under the Distance Selling Directive you have the right to expect a 7 day cooling off period in most online transactions. This 7 day cooling off period will begin the day after the goods are delivered and means that the item you have ordered can be sent back for any reason; it wasn’t what you expected, wrong size, wrong colour unlike when you buy from a shop you cannot take an item back, under legislation, if you have changed your mind. When returning the goods you will have to pay the postage costs and then the trader must provide a refund to you within 30 days.
One of the common complaints about online shopping is non-delivery of goods ordered. When you place an order you are normally given an indication of when the item will be received. Under the Distance Selling Directive the goods should be delivered within 30 days of placing order, unless an alternative delivery date has been agreed between yourself and the trader. So if it takes longer than 30 days for your goods to be delivered the trader could find their contract cancelled and a refund needs to be issued within 30 days.
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When shopping online it is always important to know who you are dealing with, just because a website has a .co.uk address does not automatically mean the trader is based in the UK. When you are using a trader’s website try looking for their address before completing your order, it may not be in the ‘Contact us page’ but possibly in their ‘Terms and conditions’. If the address is difficult to find ask yourself why, what is the trader trying to hide? |
Often when you are completing your online order you are asked to acknowledge that you have read through and understand their terms and conditions, normally by the ticking of a box. Many people just tick this box and move on, don’t! Open up the terms and conditions, have a look through them, if there is something you’re not happy with or do not understand seek further advice.
This information is intended as guidance, to provide an idea of what protection there is available for you as a consumer when shopping on line. If you do happen to find yourself in dispute with a web trader or what to know more we would always suggest seeking further information and advice.
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Shopping online? What to be an informed consumer? Talk to Howard to ensure you know what's what! |
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Howard is your online shopping assistant | |
The UK European Consumer Centre has available a free newsletter, “UK ECC – your update”. The aim of the newsletter is to provide you, the consumer, with a flavour of what the UK ECC does, provide examples of cases we have been working on and, more importantly, provide you with the best advice on cross-border shopping. Please use the link below to subscribe to our newsletter.
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