Internet purchases - know your rights
Published: 04:10PM BST 20 Oct 2011
Websites' terms and conditions can seem complex, confusing and downright dull. Yet as a consumer, irrespective of what you buy, the law affords a number of minimum rights that cannot be overridden by a site's individual terms and conditions.
Of course, in many cases, companies' terms and conditions exceed these minimums and offer you even greater protection.
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Your right |
Description |
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To be told who the supplier is. |
This allows you to identify the supplier should anything go wrong. |
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To change your mind. |
You can cancel your order within seven working days for any reason. |
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To receive goods of a satisfactory quality. |
If the purchased items are not of satisfactory quality you are entitled to a refund. Satisfactory quality will depend on a range of factors including price and item description. |
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To receive goods that match their description. |
If the goods do not match the description then you are entitled to a refund. Make sure you check the description carefully as the goods must match the description, not any unrealistic expectations of that description. |
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To be told if the supplier intends to use substitute goods. |
The supplier must inform you if they intend to provide substitute goods. |
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To receive the goods within 30 days. |
The goods should be delivered within 30 days unless a later delivery is agreed. If the item is not sent within 30 days you are entitled to a refund. |
The right to change your mind
One of your most important rights is the right to change your mind and cancel your order. In this case, the company you are buying from should reimburse your delivery costs unless their terms and conditions explicitly state they will make no refund. The only exceptions are if the goods are faulty; the delivery costs are considered high when compared with the cost of the item; or through their terms and conditions they have created a situation heavily in their favour.
International purchase rights
If a website's terms and conditions state that a country other than the UK has jurisdiction over any claims, then you may not have the rights previously stated. However, if the terms and conditions fail to mention this then it is highly likely that those rights will apply.
What to do next?
Should you have a problem with an item, always contact the seller first. Remain calm and polite, make a note of names, times and dates, plus everything that's said. If things become more complicated or take longer, put your complaint in writing and ask that the other party responds in the same way.
Be realistic about what you are trying to achieve and keep details and evidence to support any losses. If both parties are reasonable you may well be able to come to an agreement that suits everyone.
If you're still having problems or agreement cannot be reached, collate all documents, including any written contracts and a detailed account of all conversations, and contact a member of our specialist team, who'll be able to provide advice. Sometimes, simply receiving a letter from a solicitor is sufficient to encourage them to see your point of view, particularly as refusal is often due to their failure to understand the law as it relates to their business, rather than an outright intention to be obstructive.
For an informal discussion about your rights, call our legal helpline on 03700 868686.
Tell us what you think
All documents should be read and used in accordance with the terms and conditions. This document is for your general information only and is not a detailed statement of the law. It is provided to you free of charge and should not be used as a substitute for specific legal advice. If you require specific legal advice please contact our helpline on 03700 86 86 86.
