We’re increasingly becoming a nation of online shoppers. Digital purchases now account for around 27% of total retail sales, according to the Office for National Statistics (ONS), up from just 11% a decade ago.
Consumers of all ages are shopping online, too – with numbers among the over 65s estimated to have doubled since 2012.
It's often more convenient to buy from the comfort of your phone rather than travelling to an actual shop, and you’ll probably have more choice and the chance to save money too.
However, you're more likely to experience issues when buying online rather than in-store. Citizens Advice says you’re seven times more likely to have a problem with online purchases compared to those made in-store (24% vs 3%).
One benefit of buying online is you have more rights when it comes to returning items, and it’s worth knowing what you’re entitled to.
“Generally, consumers do not understand their rights when returning goods bought online – and not all businesses do either, leaving themselves open to consumer complaints and breaches of law,” says Kerry Gibbs, Contract Lawyer at BEB Consultancy.
For any goods or services that weren’t ordered in person – such as online, from TV programmes or over the phone - you are entitled to a minimum 14-day cooling-off period, by law, through the Consumer Contracts Regulations.
For goods bought online, it means you can return most items for any reason, unlike buying in-store where returns aren’t an automatic right. The cooling-off period starts the day the items are delivered.
The cancellation rights don't apply to all goods bought online. You will not be granted a 14-day cooling-off period for personalised goods, perishable items such as flowers or food or for an item where a seal has been opened. You may also not get a refund if you've used the thing you’ve bought.
Companies have an obligation to provide certain information to buyers through ‘distance selling’ rules for goods worth more than £42.
If they do not inform you of your right to cancel, or do not include basic information such as their address or phone number, your cancellation rights extend to a year.
Be aware that if you went into a shop to arrange the purchase or service, even if you paid later online, the cooling-off period won’t apply.
“The cooling-off period is purely to give consumers the confidence in buying goods, knowing they can always send it back if they change their mind,” says Gibbs.
“If the goods have been used in a way that has reduced the value, then the refund you will be offered (if any) will reflect that. You may be able to argue against this if the seller does not state this in their terms and conditions though.”
As a consumer, you have a right to goods that are of “satisfactory quality” and fit the description provided as outlined in the Consumer Rights Act 2015. If an item is faulty, you have 30 days to return it and get a full refund – longer than the standard 14 days’ cooling-off period.
As an alternative to a refund, you can ask for a repair or replacement within six months of buying the product. If this doesn’t fix the issue, your best option is probably to ask for your money back rather than trying another repair.
If the seller tries to put the blame on the manufacturer, and refuses to return the money, you can insist the seller takes responsibility.
Citizens Advice suggests sending an email, or letter, saying something like this: "Under the Consumer Rights Act 2015, goods should be of a satisfactory quality, fit for purpose and as described. My rights have been breached because the item you sold me is faulty. I would like a refund / repair / replacement."
You can make a claim for faulty goods six months after the item was delivered. But you'll have to prove there was an issue with the item at the time it was delivered to you, or that there are problems that clearly go beyond wear and tear.
Many retailers charge postage fees for delivering your item. If you want to send something back, you should get your delivery costs refunded if the item isn't of satisfactory quality or as described.
However, you may not get the full amount back if you’ve selected a premium delivery option. For example, if you have chosen next day delivery at a cost of £6.99, you may only get back the retailer’s standard delivery fee of £3.99. It’s worth checking out the retailer’s policy on delivery charges and returns before wading in.
You’ll also likely have to pay postage costs for returning an item you no longer want – unless the retailer has a free returns policy.
For faulty items, you're not expected to cover the cost of postage. If a retailer is insisting you pay, the consumer group Which? has a letter template you can use to dispute this.
Make sure you get proof of postage from the Post Office, which is free of charge.
If you buy something from an online retailer based in the EU and it doesn’t arrive or there’s an issue, your first step is to contact the seller and to try and get a replacement or refund.
If the issue is not able to be resolved directly with the retailer, you could try the European Consumer Centre of the country where you bought the item.
For sellers based in other countries, check their own terms and conditions. Selling websites such as Amazon, eBay and Etsy have their own complaints and refund policies to help you navigate in the event of a dispute arising with the quality of what you’ve bought.
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