Don’t let shopping online become a “rip off”

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.

woman with coffee cup hand on mouse at laptop

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 thirdparty 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!

Rip Off Britain shopping 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.

Parcel outside door, delivery notirrived? Arrived late? Left and stolen? Your rights to redress

 

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

Logo cartoon cow at a laptop of book cover. How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

 

For advice, information, consumer rights, stories and template letters….

GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

 

 

 

Think before you sign – top 10 tips for saving on subscriptions

How to save money  on subscriptions

Don’t fritter away your hard-earned money on unwanted subscriptions

top 10 tips for savings on subscriptions with picture of contract

In November 2017, Citizens Advice research revealed that in just three months consumers spent an average of £160 on unwanted subscriptions, including gym memberships, television and online streaming services. The consumer organisation also found that between June and August 2017, 9 out of 10 people were initially refused by companies when cancellation of an unwanted subscription was requested.

 

So what are your rights and the best ways to deal with these subscriptions? Here are my top 10 tips.

1) Be aware of the “free” and very cheap trials of subscriptions. Most, if not all, will ask for payment information when you sign up. Set yourself a reminder to cancel a day before the first payment is due.

2) Check the cancellation rights before signing up to anything but be aware that you may still be able to challenge these in certain circumstances.

3) Under the Consumer Contracts Regulations 2013, you are entitled to a 14 day “cooling off” period, so if you have signed up to something off premises (e.g. online) you can cancel with no penalty.

4) Under the Consumer Rights Act 2015, consumers are protected from unfair contracts. So, for example, if a company says that you must give 6 months’ notice to cancel a subscription, that would be unfair.

5) The Consumer Protection from Unfair Trading Regulations 2014 state that companies must provide accurate and sufficient information for consumers to make a purchasing decision. For a practice to be unfair under these rules, they must harm, or be likely to harm, the economic interests of the average consumer. For example, when a shopper makes a purchasing decision he or she would not have made had he or she been given accurate information.

6) If you are going to sign up to a subscription, try and use Direct Debit where possible. With Direct Debit, a company cannot change the regular payment amount. Using a debit card or credit card is known as a Continuous Payment Authority which can be of varying amounts which can be changed without your consent.

7) When you cancel with the company, also inform your bank to ensure that the subscription payment is cancelled. You will then also be covered by the Direct Debit Guarantee, which ensures a full and immediate refund of the amount paid from your bank or building society if a mistake is made.

8) Check that the site is genuine. The website address should begin with “https”, have a padlock symbol, a full correspondence address (not a PO box number) and any trade logos should be genuine. Also, search the Internet for reviews and check for warning signs like lots of grammatical errors or a domain name that uses a well-known brand/product but isn’t the official website or ends in .net or .org as these are rarely used for online shopping sites. You can also check who registered the domain via the com website.

9) If you want to cancel, do so quickly and in writing so you have evidence. If you are prepared to discuss the matter because you want to haggle for example, telephone helpline numbers cannot cost the consumer more than the basic rate, so no 084 and 087 numbers. If companies do use these then they are in breach of the The Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013 and Ofcom regulations.

10) When writing to cancel, provide all details of the policy/memberships etc., dates of subscriptions and request that the cancellation is made with immediate effect. Name the laws above and describe how the company is in breach, if relevant.

More at How to challenge terms & conditions (even those you’ve agreed)

Top 20 Tips for Complaining Effectively

 

 

For masses more information, advice, tips, consumer laws and template letters get the GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

 

 

 

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