The Complaining Cow follows up on her Rip Off Britain advice about shopping online
When purchasing items online it’s easy to get carried away when you see what you think is a bargain. But make sure you know where you are buying from and what your rights are before you part with your money, especially if the retailer is outside the EU.
Online shopping rights
If you are buying anything online, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days cooling off period for changing your mind. You have up to 14 days to inform the retailer and 14 days from then to send back. There are some exceptions to this, such as bespoke items. Whether or not return postage has to be paid when you change your mind depends on the trader’s terms and conditions.
If you paid extra for speedier delivery and it wasn’t delivered on time, you are entitled to this cost back. If the item is faulty (regardless of whether it is a bespoke item) you should not have to pay return postage and you should be refunded the full cost of any postage paid for sending the item to you. These regulations were put into place in the UK under an EU Directive and therefore you have this cover for purchasing all items online within the EU.
Financial cover if you have problems getting a refund
If the item costs over a £100 and you pay by credit card you will also have cover under Section 75A of the Consumer Credit Act 1974, which is worldwide. Notify the credit card provider if you get no redress from the retailer.
For items paid for using your bank debit card you may be able to use Chargeback. It is a voluntary scheme based on scheme rules set by card issuers such as Mastercard and Visa.
You also have cover when shopping with PayPal. However, completing a credit card transaction through a third party payment service means that the credit card provider and the seller are no longer in a direct relationship, so are not equally liable. This applies therefore to services such as PayPal, Amazon Marketplace, Worldpay and Google Checkout. So you don’t have any credit card cover if you use these kind of services.
Rip Off Britain and shopping online
On the Pop Up segment of Rip Off Britain I heard the case of Kathy, who ordered a dress online but didn’t realise the website was based in, and the product would be delivered from, China. The dress was not as described and was of poor quality. The company would not refund the postage costs. Their website however does say that “However you need to pay the return shipping fee on your own if there is no quality issue.”
As there was a quality issue I advised Kathy it would be worth arguing again that it was of poor quality. I suggested sending an email and including a picture from the website alongside a picture of what was received, as evidence, plus a description of the differences between any description of the item and what was actually received. I don’t know whether she did this so I don’t know the outcome.
That’s all she could do. So take care when ordering online!
How to spot a non UK website
- The website only lists prices in US dollars or Euros.
- Look for terms and conditions of returns.
- Check for poor English. For example on this website in the “Rip Off Britain” case below was the grammatically incorrect phrase “item have stain”.
- Search for the return address.
- A website domain name is not always an indication of where the company is based. For example, a website address ending in .co.uk doesn’t necessarily mean the site is based in the UK.
Further help when complaining
If you need help with a purchase bought from within the EU you can contact the European Consumer Centre who should be able to assist you.
Your rights, mail order, online and deliveries for more information and help on problems with deliveries
Top 20 Tips for complaining effectively how to ensure you write an effective complaint letter
For advice, information, consumer rights, stories and template letters….
Want to get better at complaining? See 101 Habits of an Effective Complainer
Save yourself time and effort finding the laws and wording a letter of complaint and download a template, fill in your details and get that redress