Ten Consumer Tips for Shopping on the Internet
With the increased use of the Internet, shopping is becoming a truly global experience, with more and more consumers turning to their computers to buy things like software, CDs and books. Like mail order, people appreciate the convenience of not having to walk around the shops, and can browse among a huge choice of goods in their own time.
Your rights when buying over the Internet are the same as when you buy goods from the high street. However, you may also have additional rights under The Consumer Protection (Distance Selling) Regulations 2000. Open the document below to see a guide to these Regulations.
Top ten tips
Shopping on the Internet can bring its own problems. Check out our top ten tips for safer on-line shopping.
- Be careful when you give your credit or debit card details on the Internet. Always find out whether the company has a secure site by looking for the closed padlock sign at the bottom of the screen, and look for information about the protection the company has put in place.
- The trader must give their name and a geographical address, not just a PO Box number, and not just their e-mail address. They must also fully describe the goods for sale and orders must be confirmed in writing.
- As with any other type of purchase, shop around for the best deals and prices. In most cases, you are entitled to a seven working day cancellation period where you can change your mind, but this does not usually apply to 'auction' sites. You should always read the terms and conditions carefully before buying.
- Watch out for high postage rates and for other hidden costs, such as VAT and other duty payable, particularly if goods are being sent from abroad.
- Try to get personal recommendations for companies you have not done business with before. Alternatively, you can get help and advice from specialist organisations such as Which?.
- Remember, goods being sent from abroad may take some time to be delivered. Check with the trader how long this will take, and set a delivery date that you must have them by, if that is important. Where no delivery date has been agreed, delivery must be within thirty days. Goods and services ordered from UK and European Countries will be covered by the 'Distance Selling' Regulations.
- Check what the company's policy is on returning goods that you don't like or have changed your mind about, and find out who pays for the return postage. If they have come from abroad, you may be faced with a hefty postage bill to return them. Refunds must be made within thirty days.
- On the subject of buying from abroad, remember that if you have problems such as faulty goods or non-delivery, it might be very difficult to get your complaint dealt with. Although your contract will probably be covered by UK law - allowing you to sue in your local court - getting money out of a company based abroad may be impractical. If possible, pay by credit card as this may give you additional protection in some circumstances.
- For that reason, be wary of buying very expensive items from companies outside the UK or Europe unless you know them well - that way, if things do go wrong, you limit the risk.
- Most importantly, print out the order, and keep any terms and conditions that appear on the web site, just in case of any disputes or problems later on.
Internet Auction Sites
These sites are becoming increasingly popular. Many people who advertise goods on this type of site are private sellers. Your rights against a private seller are considerably reduced and are the same as if you answered an ad in your local paper. It is very much 'buyer beware' regarding the quality of the goods, but the goods must still be as described. On an internet site, it may be difficult to find out who you are dealing with.
The obligation that the auction website has to you is likely to be limited. Some auction websites offer complaint resolution services or protection against fraud in some circumstances. Not all do, so read the terms and conditions carefully.
If the person advertising on the Internet auction website is a trader, you will retain your consumer rights.
How to protect yourself on Internet auction websites:
- Check the seller's reputation. Look at any feedback posted by previous buyers.
- Ask questions before placing a bid. Is postage included? Do you need extra insurance? Where does the seller live?
- In addition to the Internet auction website's terms and conditions, the seller may also have his own terms and conditions. Read these carefully.
- Beware of vague or ambiguous descriptions.
- Consider how you are going to pay. Is the method of payment important to the protection the site offers?
- Pay by credit card if possible. If the cost of the item is more than £100 you may have added protection. However you may not qualify for the extra protection if using a third party payment system (such as Paypal).
