Buying Clothing Online: Consumer Rights, Refunds and Returning Clothing Items

You might not have the time or inclination to trawl around the high street or shopping mall for hours on end, so you decide that buying your clothes and shoes online is your best bet. However, before you begin to start shopping online for your clothes, you should have a good understanding of your consumer rights, what to do if you decide to ask for a refund or need to return your clothing.

Your Basic Consumer Rights

When buying clothes from a UK-based online store, the first thing to look for are the following key pieces of information:

• The trader or business owner's name
• The address (no PO Box numbers) of the trader/retailer
• An accurate description of the goods and services on sale to you
• Clear terms and conditions outlining refunds, returns and cancellation policies. If there is no fair (i.e. affordable) returns policy, then the seller is entitled to pay the return shipping. The company's cancellation policy and your rights in relation to cancelling a product or service

Before you decide to buy an item of clothing online, be aware that the seller should also follow these fundamental rules:

• Accurately describe the item on sale
• Make sure the item is fit for purpose
• Make sure the item is made to a satisfactory quality with no faults

In terms of the actual clothing, accurate description translates as being as precise as possible in regards to the size, colour, and materials used to make the clothing. However, you should be aware that there is no standard or official clothing guidelines currently set out for clothes manufacturers, so sizes may vary slightly. Fit for purpose means that the clothing retains the purpose and carries that out the job that it's meant for, such as being waterproof, water resistant or breathable. Satisfactory quality means that the item should be manufactured so that all the seams and stitches are in tact and without flaw.

Further to this, when buying online from a UK-based clothing store, you will also be covered by the Consumer Protection (Distance Selling) Regulations (2000) and the E-Commerce Regulations. Basically, the key specifications are that:

• You should have an opportunity check your order and shipping costs before you confirm payment
• Other prior information, such as terms and conditions, item description, delivery arrangements and cancellation rights should be made available to you before you buy
• You should be given or sent your payment confirmation, delivery and shipping information, as well as cancellation rights in writing (usually via email when shopping online)
• You have a 7-day cooling off period of you change your mind about your purchase

But remember that clothes do effectively have their own 'shelf life', and depending on their use and how well you look after them, they will eventually wear out.

Refunds and Returns

Should you choose to have an item personalised or specifically tailored, then the normal consumer rights do not cover you. Once you have completed a contract and made the purchase, you cannot return the item and the trader may not oblige you with a refund.

You should also be aware that there are some clothing items such as briefs, thongs, and swimwear, control and shape wear garments that you may not be able to claim a refund for. The general consensus is that for hygienic purposes, these items should be tried on over other undergarments, and if it is clear or suspected that you haven't done this, then your claim for a refund can be refused.

If you believe that the item you bought is faulty, or doesn't fulfil the description given before you bought, then you are at least entitled to a refund. It's best to check the clothing item as soon as it's received, before wearing it. If you have worn the item, make sure that the fault was not caused by misuse. If you have washed the item, make sure that you have properly followed the care label instructions.

You are also entitled to have the item repaired, and if the price of repair is deemed to be uneconomical or unsatisfactory, then you will be entitled to a refund. However, bear in mind that the trader or seller has the right to deduct a relative proportion of the cost of the item of clothing if it has been worn.

As a goodwill gesture, many retailers will offer a replacement item, but they are not legally obliged to do so. You should know that it is the responsibility of the trader, not the manufacturer, to sort out any problem such as returns or refunds.