Returns Policy and Internet Shopping

You probably already know that shopping for goods and services on the Internet can be exceptionally convenient, gives you much wider choice, and offers significant cost savings. But are you aware of your rights and protections as an Internet shopper in the UK? A recent survey indicates that most online shoppers were not aware of their rights, but were willing to take a chance anyway. The good news is that you might be safer than you think, especially with regards to returns policies and the opportunity to change your mind.

Why Return?

You may be wondering why the returns policy is so important when it comes to internet shopping, especially if you have never returned an item before. When you purchase something in a real shop, it's easy to see what you're buying. However, it's not as easy to evaluate the colour, feel or quality of an item displayed on a computer monitor. This is why consumers have been given the option to reject the item once they see it for real.

One thing to keep in mind is that your consumer rights are fairly solid when you purchase goods from a UK-based company (even if they are importing goods from elsewhere). If you purchase from overseas Internet companies, then you are on shakier legal ground. So it's important to do your homework before completing your purchase. It's possible to have "uk" in the web address without the company actually being located in the UK. Just confirm the seller's location and be aware of where your item is coming from.

Cooling Off & Cancellations

One major advantage that UK online shoppers have over real world buyers is a statutory "cooling-off" period of seven days. When you purchase an item in a brick-and-mortar store, you can generally only return faulty items. If you simply change your mind or decide you don't like the colour, you have no recourse. However, you can cancel an online transaction and receive a refund anytime in the first seven working days for any reason...or no reason. And that's seven working days after you receive the item, so in reality you may have even more time measured from the moment you placed the order.

You are required to notify the seller in writing. Although you have a responsibility to take reasonable care of the items you purchased, the seller cannot demand that items be returned in their original packaging. There are some exceptions to the cooling-off period. Items like software, DVDs and CDs usually cannot be returned. The same goes for perishable goods and anything that was custom made just for you.

The good news is that this cooling-off period also applies to online retailers based elsewhere in the EU. Currently, about 97 percent of UK consumers order from EU-based companies. Transactions with retailers in the rest of the world are not provided with statutory protections. Anytime you consider purchasing from non-EU sellers, you should confirm that their returns policy is acceptable to you.

If you buy an item from a private seller in an online auction, that transaction is exempted from the cooling-off period. The only time you would have a legal option to return your purchase is if the item turns out to be significantly different from the online description.

Online shopping provides you with a high level of choice, convenience and discounts. But the most savvy online consumers are well-informed regarding their rights. Make sure you know where your chosen retailer is based and confirm that their returns policy is in compliance with the law.

 Share on Facebook  Tweet This!  Stumble!  Digg It!