Under the distance selling regulations act (DSR) 2000 you are fully protected as a consumer.
Below are a number of Frequently Asked Questions. (FAQ's)
Q1. What is distance selling?
Distance
selling covers goods and services sold without face to face contact such as:
the internet,
digital TV, mail order, including catalogue shopping, phone or fax, and including
by advertising on
television and radio, in newspapers or magazines.
Q2. What are my rights when shopping online?
Your
usual consumer rights apply online. Goods must be satisfactory quality and adverts
and descriptions
must not be misleading. With auctions and private sellers the general rule is
'buyer beware'. The Distance
Selling Regulations provide additional protection - e.g. your card company must
refund you if your credit,
debit, or store card is used fraudulently and, in many cases in the EU, the
law allows you time to change
your mind, within seven working days of the delivery, and get a refund.
Q3. I understand I can change my mind if I do not want the goods. Does
that apply to all products.
In
most cases, the Regulations provide a 7 day cooling off period and an unconditional
right to cancel during
that period. This allows the consumer time to examine the goods or services
offered, as they would have when buying in a shop. The cooling off period starts
7 working days after the day the goods were received and for services 7 working
days after the order was made. However, if a service starts immediately, before
the end
of the cooling off period, the consumer must be informed (in a durable medium)
that they will not have the right
to cancel.
The cooling off period and the right to cancel do not apply to contracts for:
Q4. Do I have to pay to return them?
Charging for delivery and recovery of goods are commercial decisions. The terms of the contract should state whether the consumer is required to return the goods at their own cost. The business must not charge more than the direct costs of recovery of the goods, such as postage or, for larger items the cost of a van collection.
Q5. What can I do if I don't receive my goods?
If
no date is specified, delivery of goods or the start of performance of a service
must be within 30 days of the
order. If they don't arrive you are entitled to a full refund, or to ignore
if you haven't paid.
Q6. What should I look out for if I want to buy on the internet?
Payment: in the EU, the card company must refund you if your credit or debit card is used fraudulently;
Website: Use ones you know or which are recommended - or look for the TrustUK logo. Get the supplier's phone number and postal address.
Records: Keep a copy of what you've ordered, plus the supplier's confirmation message.
Quality: Your high street consumer rights apply online. See www.consumer.gov.uk
Cooling Off: In many cases in the EU the law lets you change your mind and get a refund within seven working days of the delivery.
Q7. What can I do if there's a problem?
First, ask the supplier to put things right. Put your complaint in writing. If you need help, go to your local Citizen's Advice Bureau (CAB). Some suppliers are covered by schemes aimed at settling disputes without having to go to court. CAB'S can advise on this.
If you buy from traders in EU countries you have many of the rights you have in the UK. Be aware that in the USA and elsewhere problems could be more difficult to sort out- so check the small print. With cross border cases, going to court can be costly and time consuming.
Any international complaints can be directed to Econsumer.gov, or alternatively the Office of Fair Trading website provides helpful information. Your local Citizens Advice Bureau can help with EU complaints.
Q8. I have a complaint against a mail order company?
Most mail order companies are members of the Mail Order Trader's Association (MOTA) who will offer to help resolve complaints. Their contact details are: MOTA, Drury House, 19 Water Street, Liverpool L2 0RP Tel: 0151 227 9456
www.adassoc.org.ukmembers/mota.html