Internet Shopping
Guidance for shopping on the Internet
Before you buy check the company’s terms and conditions and in
particular:
• Check for a company’s policy on returning goods - most goods
have a seven day cancellation period.
• Check on delivery times and addresses.
• Look for a privacy policy. A good company will ask you if
you want your information passed on.
• Details on how to complain.
• Make sure you know the total price before buying. Look out
for additional costs such as postage, packaging, VAT or credit card
charges.
• Make sure you know where the company is based and what their
telephone number is. Simply because a company has a co.uk address,
or accepts payments in sterling, this does not mean it is
necessarily based in the United Kingdom.
Before entering any payment details:
• Check that the website is secure – look for symbols
such as the closed padlock. The internet address should also change
from http to https when entering a secure area.
• Never send credit card details by
e-mail. This is not secure
• Consider using a credit card
particularly for purchases over £100 and under £30,000 as the
credit card company may be liable for the purchase as well as the
supplier . For further information go to
Consumer Direct.
• Visa and MasterCard now offer
password protection systems for shopping online (Verified by Visa
and MasterCard SecureCode®), consider using them, or similar.
• Don’t judge a company by its
appearance on the web. Just because a company has an enticing web
site, does not mean it is law abiding. It is relatively easy and
inexpensive to create. You cannot assume it has been approved by
anyone and it may simply disappear.
Buying from outside the UK
• Remember, buying from abroad may
present problems in the event of a dispute. It is also worth
checking if the goods are subject to a duty. Further information
can be found on Revenue and
Customs
• If you do have a dispute with a
trader based within the European Union, contact European Consumer Centre
The Distance Selling Regulations 2000
give you the right to change your mind and cancel an order
within seven working days. If you do decide to cancel, then you
should put this in writing, either by letter (a proof of postage
certificate or even recorded delivery would be wise) or you can fax
or e-mail. A telephone call is not sufficient unless both you and
the trader agree otherwise. The time limits are:
For goods - seven working days after the day on
which the goods are received
For services - seven working days after the day
on which you agreed to go ahead with the agreement
If the trader has not provided you with the required information
about your right to cancel, then the cooling-off period may be
longer.
You must take care of the goods whilst they are in your
possession, and either return them or make them available for
collection by the seller. The seller may charge you the cost of
collecting the goods or you may have to pay the return postage -
unless the goods were faulty in the first place.
If you decide to return the goods within these time limits, you
are entitled to expect your money to be refunded within 30 days.
Also, if the seller had arranged a credit or hire purchase
agreement for you, this should be cancelled automatically, and any
deposits paid should be returned to you.
What isn't covered by this Cooling Off period?
• Services that are to be provided
within 7 working days. If you have agreed that the service will
start before the end of the cooling-off period you will not be
entitled to cancel once the service has started, but the trader
MUST tell you this in writing, otherwise you will
be able to cancel (IMPORTANT: you might have other
statutory cooling-off periods, depending on how the trader
approached you, under the Consumer Credit Act or Doorstep Selling
Regulations - get further advice if in doubt)
• Goods made to your personal
requirements or specifications (i.e. specially made furniture)
• Goods which may deteriorate quickly,
such as flowers or fresh food
• Sealed audio or video recordings or
computer software that have been opened
• Betting, gaming or lottery
services
• Newspapers, periodicals or
magazines
• Food, drink or other goods intended
for everyday consumption delivered by regular roundsmen – for
example, deliveries of milk
• Contracts for accommodation,
transport, catering or leisure services, which are arranged for a
specific time or date eg, train, airline or concert tickets, or
hotel bookings
• Timeshare and package
holidays