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Your credit card is the most convenient way to make online payments. If you buy goods over £100 and less than £30,000 in value (this applies even if you have paid a deposit via credit card), your credit card issuer becomes jointly responsible for the goods you buy. So if your goods arrive damaged or faulty, or the company goes bust, or if you experience any problems receiving a refund, the credit card Company will assist you. For further information visit the Association for Payment Clearing Services
Payment by debit card or cheque is not protected to the same extent as payment by credit card.
 Look for websites that have a secure way of paying (known as an encryption facility). These show a padlock at the bottom of the screen when you are filling in the payment details. Don't hand over any personal information that isn't necessary. Remember that you are protected by the 1998 Data Protection Act.
All your High Street consumer rights apply when buying over the Internet. Goods must be of satisfactory quality, adverts and descriptions must not be misleading. You are protected by consumer law if online retailers do not meet these standards.
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You must be given key details before you buy, for example the retailer's postal address. Beware of any online store that fails to reveal information about itself. |
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Items must be delivered within 30 days unless otherwise agreed.
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Be aware of hidden costs. Make sure that you take into account delivery charges and VAT when making a purchase.
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Make sure that you check a merchant's returns policy before you buy. If the goods are faulty, the store should usually pay all postage costs. It is important to keep any original packaging in case you need to return goods. |
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After you have made an online purchase you will receive a confirmation email within one working day. Print out this information and keep a note of any order reference numbers. |
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When your goods arrive, check them as soon as possible. If you are asked to sign a delivery note, write "Not Examined" beside your signature if you don't have time to check their condition. |
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Under the Consumer Protection (Distant Selling) Regulations 2000, you have a 7-day cooling-off period. You have the right to cancel your order within 7 days of receipt of the goods, without giving a reason (you must bear the costs of returning the goods to the seller - all products must be returned with original packaging.) |
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Benefits provided under an extended warranty are an addition to your statutory rights. Buying one does not invalidate your consumer rights under legislation. |
Be sure you know what is being sold, the total price, the delivery date, the return and cancellation policy, and the terms of any guarantee.
Buy from within the EU wherever possible. Although technically your rights apply when buying from anywhere, it may be difficult to enforce them when dealing with a company based in the USA for example.
For online help regarding all aspects of your consumer rights, see the websites of the Advertising Standards Authority, the Office of Fair Trading and BBC Watchdog Consumer Guides
Companies are not obliged to repair goods damaged by accident or misuse, so never try to repair faulty items yourself as it may invalidate your rights. If there is a genuine fault, however, you should not suffer any financial loss. In England and Wales, the retailer must prove within six months of purchase that the fault is not inherent. If the retailer cannot prove this, you are entitled to claim any postage or courier fees you may have incurred.
It is important to realise that the retailer and not the manufacturer is responsible if the goods are faulty or unsatisfactory - don't be fobbed off! Contact the retailer with details of your complaint, and give them a chance to put the matter right. Put your complaint in writing and make sure you include the following information:
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Date of advert and website where it appeared; |
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Date of your order; |
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Details of goods or service ordered; |
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Amount paid and the method of payment; |
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Any reference e.g. order or customer reference number; |
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The reason for your complaint; |
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Anything else you think is relevant; |
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How you would like your claim resolved. |
Keep copies of letters along with a diary of events and a note of any telephone calls.
Consider withholding any further money until the problem has been sorted out, but check the small print of any contract you have signed. You should be especially careful about withholding payments if you have taken out a credit agreement.
If you do not reach a satisfactory conclusion with the company then write a follow up letter stating your rights under consumer law. You can find out more information about your rights here:
OFT/Complaints-Advice
You can download a "letter of complaint" template here: Howtocomplain
If you wish to make a complaint then you can use this free service which allows you to make a consumer complaint to your local Trading Standards Office
If you wish to issue a claim using the Small Claims Court, (up to £5000) you can now do so online. Claimants are able to check the status of their claim and the judgment.
The Sale of Goods Act (1979)
Citizens Advice Bureau
Trading Standards
Refunds.org.uk helps you claim refunds and compensation for a whole variety of purchases and investments.
Ricability provides independent information to disabled and elderly consumers.
Ripofftipoff is the website for consumers to report rogue traders.
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