The term 'e-commerce' refers to transactions that are made and concluded through electronic means, such as digital television, mobile phones or the Internet. Alongside information sharing, e-commerce is widely thought to be the most revolutionary aspects of the Internet, consumerism and modern living.
There are two different variations of e-commerce that are carried out worldwide, known as direct and indirect e-commerce. Direct e-commerce relates to goods or services that can be received immediately, such as software downloads, or mp3 files. So, as you'd probably expect, indirect e-commerce refers to goods or services that are purchased online but delivered offline via courier or post. In light of the growth of both these types of online shopping, a series of EC Directives were adopted by the European Union to help protect consumers within their jurisdiction. In UK law the EU E-Commerce Directive was put into action in the guise of the E-Commerce Regulations in 2002.
So as far as online shopaholics are concerned, the regulations apply to online sales and advertising services, as well as services carried out via email and SMS (text message). The regulations also ensure that electronic contracts are legally binding and that consumers are provided with certain information regarding your business and your adopted codes of conduct.
Businesses that fall under the umbrella of the E-Commerce Regulations have to comply with a certain amount of information sharing with their consumers. These businesses include those that sell services or goods over the Internet, or through other electronic means such as email and SMS. This includes your company name and a physical address. Providing just a PO Box address is not deemed acceptable. Other information that needs to be provided includes contact details, including an email address. If providing a 'contact us' form, a seller should still provide a contact email address.
The seller also has to provide details of membership with any society, professional body that they belong to, or other publicly available register that they appear on. If the company is subject to an accreditation or authorisation scheme, then details purporting to that supervisory body must also be provided. If VAT registered, then it is expected that the company should also clearly state their VAT number. As of 1st January 2007, it is compulsory to provide additional information such as a company registration, as outlined in the Companies Act 2006.
The E-Commerce Regulations are very clear on the pricing policy that all relevant companies and service providers should adopt. The basis of the regulations states that any prices referred to on the website should state whether they include 'hidden' charges such as VAT and delivery costs.
A large part of the E-Commerce Regulations focuses on the forming of contracts. The regulations state that electronic contracts should be able to be completed online, and that the consumer has the right and the ability to revise any mistakes in their order prior to making their purchase (their conclusion of the contract). Once the order is placed, confirmation of the order and all relevant information including terms and conditions, delivery times and prices should be sent to the consumer without 'undue delay'.
The online ordering process is the most common form of contract made between a seller and a consumer. During this process, the seller is legally obliged to comply with a few fundamental points, including the provision to the consumer of all the steps involved in their ordering process. Sellers must also supply their consumers with information relating to their contract, including whether the seller will file the electronic contract and if it is readily accessibly by the consumer. Finally, sellers should also inform their customers of any codes of conduct that they adhere to, and information on how the customer can electronically consult them.
Advertising and Email
The final key points that the E-Commerce Regulations covers relates to advertising and commercial communications. Any business wishing to partake in advertising on the Internet must comply with certain terms as outlined by the Regulations. One aspect of the regulations states that any type of commercial communication should be clearly identifiable as such by the consumer or recipient. The advertisement - usually via email - must also include the name of the intended recipient to which the communication was sent alongside the promotional offer.
The Regulations also relate to that much-maligned visitor to the Inbox, the unsolicited or 'spam' email. Such unsolicited commercial communications are actually supposed to be clearly identifiable as unsolicited, and in theory the contents of the email should be made clear in the subject line, removing any further need to open the email.
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this help a lot for my works thx
i purchased personalised astro turf boots from sports direct in my size, despite them fitting on my feet I experienced great discomfort in wearing them.it left me in pain for several days following wearing them for one session. I have purchased shoes from the adidas make in same size with no issue. I tried returning the shoes to sports direct but they responded that because they are personalised due to their terms they are unable to accept return of personalised items. this leaves me in a situation where I have purchased an item which is not fit for purpose and compromises my health and safety if I were to continue to use them. this goes beyond the realms of 'breaking shoes in' when the effects are a lot of pain. do I have any grounds to challenge this as I am not happy with the product performance when it leads to pain and discomfort?
Beano - 5-Apr-19 @ 2:42 PM
Hello, I bought white wine at local cost cutter of license.
Came back home, had a sip. The wine was bad, fizzy acidic, I know this wine very well, there is no doubt its off.
Went back to shop get exchange to another or get my refund. living very close to shop.
Guy refused to give me my refund instead started to shake other vine bootles shoving that bubbles come after and that means its off, he's asking me in a sarcastic way... I asked him to let metalk to the manager. His gives his name, sais his working tomorrow.
Coming next day, guy pretends to be a manager, literally he has no understanding that wines go bad if stored wrong.. He sais come next day to talk with the manager, dude are you taking a piss?? you the manager or what?
coming next day same situacion, this fella refuses to give me his reall managers contact, all situacion lookslikethat guys are seriausly taking a piss without understanding that they selling off products. Plus sais that I have serious mental problems. What is this situation?
Fredo - 24-Sep-18 @ 6:23 PM
I purchased a laptop through Amazon marketplace. However on first use of the laptop I found that I had 4GB less RAM than was advertised. To their credit, the seller has refunded me the full amount of the laptop on return, but only a portion of the postage costs. I followed their instructions with regards to the posting and have proof, however I am unsure of my rights. Am I right to expect a full refund of this cost as I was sold a product under false advertising?
Jason - 4-May-18 @ 3:09 PM
My mother has purchased a mother of the bride outfit from jjshouse which had a uk website paid by debit card.The item arrived is nothing like the picture on the website, atrocious quality the items is very poorly made.Tried to contact the company by telephone, email n on line chat, firstly they said couldn’t find the order n it did exist, when I sent additional information along with uploads of there emails confirming the order we have heard nothing my mother paid over £130 pound for this outfit, I have contacted E-Commerce and she still hasn’t heard anything.Since then all I have found on line is negative reviews people saying it’s a con and fraudulent company and that they do not accept returns.Can any one help me get a refund for my mum so she can have a lovely outfit for my wedding.I don’t really know were to start to get her a refund, this company should not be allowed to advertise on line all the reviews on line are all positive, I have since found out from reading other people’s reviews is that they complete all their own reviews and take down any negative reviews.Please what are our rights and how do I get a positive outcome
Manda - 12-Apr-18 @ 8:13 PM
Hello i brought a tesco meal deal which is advertised as £3 but i was actually charged £3.50, never have i felt so scammed before, i need advice on what i should do, please help.
Rheeceboi - 2-Jun-17 @ 12:44 PM
I have just had the worst experience with a company. Custom made fitted wardrobes for my young daughters room. The measurements were incorrect and their fitter was not aware until part completed. They insist these things happen as I live in a 300 yr old cottage.... The dressing table draw does not open more than 2mm as it hits the wall which had they measured right it would not of. They insist again that they can make a smaller draw and that's fine. Another day off unpaid so they can complete room.... I do not want smaller draw.p, or to take another day off.It's been terrible from start to now. I want a refund and what's completed so far removed?My daughter has an unfinished room until end of May?!Where do I stand as they say I signed legal document but my rights should override that surely? Help? Never felt bullied by a company before!!
Chiggaboo - 13-May-17 @ 10:08 AM
Marta - Your Question:
I ordered Ivf medications via an uk internet pharmacy My doctor sent them the prescriptions and we arranged the delivery date in Australia. The parcel got lost, I contacted the seller, but they said I signed a delivery disclaimer that they are not responsible for lost/ damaged goods. I can't continue with the Ivf, lost a lot of money for procedures and fly tickets and it caused a great deal of stress. Can they really just say " we are not responsible?"
In general if you buy from an online retailer they are responsible for the goods until you receive them and the retailer is therefore responsible for rectifying any issues. We don't know what the policy is for UK retailer sending goods abroad though. If you paid by credit card, contact your credit card company for advice.
OnlineShoppingRights - 26-Apr-17 @ 12:01 PM
I ordered Ivf medications via an uk internet pharmacyMy doctor sent them the prescriptions and we arranged the delivery date in Australia. The parcel got lost, I contacted the seller, but they said I signed a delivery disclaimer that they are not responsible for lost/ damaged goods.I can't continue with the Ivf, lost a lot of money for procedures and fly tickets and it caused a great deal of stress. Can they really just say " we are not responsible?"
Marta - 25-Apr-17 @ 5:20 AM
I ordered 2 lampshades from Dunelm which were delivered free of charge as over £50. Items were not the right size or colour so I returned them myself to the shop - not local, but within 15 miles. I paid with PayPal as one of 2 options on the website but the store said the policy was only to give a credit note for PayPal! This is not stated on the main page of the website when I was ordering, but only on a tiny secondary page. If I'd known I'd have used my Visa card. Do I have the right to insist on a cash refund?
EMM - 17-Mar-17 @ 8:05 PM
Pinkbob - Your Question:
Hi there,I bought a Cerutti jumper online from ventee prive, an online branded sale website. Their delivery times are really long after the order is placed. I received my items in late November 2016 wore the jumper for the first time in February 2017. The first time I wore it, it completely ripped off on its own below the armpit all the way to the waist. I got in touch with them informing it was an extremely poor quality product and requested refund. They refuse to do so telling me I can only return within 14 days of delivery. I have tried to explain them that on arrival the product looked fine and I did not predict that the quality would be so poor and would tear off on its first wear. Please could you let me know if I have any rights as a consumer to return a poor quality item, which totally ripped on its first wear within an hour or so.Many thanks
The rights to return an item purchased online are only for 14 days following receipt of the item. If the goods are faulty you can return within 30 days of receipt for a full refund. Between 30 days and 6 months, if your item was clearly faulty/not fit for purpose at the time of purchase, the retailer should offer a repair or replacment.
OnlineShoppingRights - 1-Mar-17 @ 10:17 AM
I bought a Cerutti jumper online from ventee prive, an online branded sale website. Their delivery times are really long after the order is placed. I received my items in late November 2016 wore the jumper for the first time in February 2017. The first time I wore it, it completely ripped off on its own below the armpit all the way to the waist. I got in touch with them informing it was an extremely poor quality product and requested refund. They refuse to do so telling me I can only return within 14 days of delivery. I have tried to explain them that on arrival the product looked fine and I did not predict that the quality would be so poor and would tear off on its first wear. Please could you let me know if I have any rights as a consumer to return a poor quality item, which totally ripped on its first wear within an hour or so.
Pinkbob - 26-Feb-17 @ 9:26 PM
I bought an LG G4 phone in August 2015. I saw it on Hot Deals who redirected me to Rakuten. A firm like Amazon market place. The online shop I actually bought the phone from was Expansys.After a few months the phone died and I was advised to return it to LG for a repair by Expansys. Which I did, and the repair was sucessful.Now in December, 2016, just under one year from the repair and about sixteen months since I bought the phone, the phone has died again. I now read online that there is a recognised manufacturing fault with this phone. The motherboard fails if it overheats.I have contacted LG and Expansys, and I am waiting for a reply.Rakuten have gone bust.
RobinMichael - 19-Dec-16 @ 5:25 AM
daz - Your Question:
Hello,I have sent 2 pairs of trainers back to China as were cheap trainers to what I ordered and the wrong size on both. I was told not to send the trainers back as would probs get stopped at customs so I should keep them and order some other trainers for 60% reduction?I have asked a few times now via email to a refund but falling on death ears.I paid approx. £140 on 2 pairs of trainers, have copies of the orders and email conversations and sent the trainers back to the senders address as the trainers were no good to me I knew no one who is a 9 and a half shoe.I paid for the goods by debit card.Advice very much appreciated.Daz
You could try contacting the bank (which adminsters the card you paid on) to see if they can do anything but it's unlikley they'll be able to. Our consumer rights laws for returning goods bought online do not apply to China. So unless you bought them from ebay or Amazon both of which have mechanisms in place for this, it will be really difficult to do anything.
OnlineShoppingRights - 6-Oct-16 @ 12:38 PM
I have sent 2 pairs of trainers back to China as were cheap trainers to what I ordered and the wrong size on both. I was told not to send the trainers back as would probs get stopped at customs so I should keep them and order some other trainers for 60% reduction?
I have asked a few times now via email to a refund but falling on death ears.
I paid approx. £140 on 2 pairs of trainers, have copies of the orders and email conversations and sent the trainers back to the senders address as the trainers were no good to me I knew no one who is a 9 and a half shoe.
I paid for the goods by debit card.
Advice very much appreciated.
daz - 5-Oct-16 @ 2:55 AM
AB - Your Question:
Bought a tshirt online, it didn't fit so I sent it back and asked for a different size. I got the new one and it was not the size I asked for. The tshirt was a birthday gift which I have had to buy elsewhere as I would not get further exchange on time, it also cost me to return the item. What are my rights under these circumstances?
As long as you were refunded for the items that you returned your rights have been fulfilled. You can be made to pay the cost of returning the item as long as this is clearly detailed in the online retailer's terms and conditions.
OnlineShoppingRights - 16-Sep-16 @ 2:42 PM
Bought a tshirt online, it didn't fit so i sent it back and asked for a different size. I got the new one and it was not the size i asked for. The tshirt was a birthday gift which i have had to buy elsewhere as i would not get further exchange on time, it also cost me to return the item. What are my rights under these circumstances?
AB - 15-Sep-16 @ 7:58 PM
CROG - Your Question:
I ordered a lamp from VOGA in June of last year. The lamp finally arrived in late october and fell apart when I put it together. I report this to the company and sent photos etc. they said they would replace the lamp. In June I reqested that they collect the lamp and refund me the cost and the postage. I have had no response.
Sorry it's not clear what's happpened here did they replace the lamp in October? Why do you want them to collect it now?
OnlineShoppingRights - 5-Jul-16 @ 11:44 AM
I ordered a lamp from VOGA in June of last year.The lamp finally arrived in late october and fell apart when I put it together.I report this to the company and sent photos etc.they said they would replace the lamp. In June I reqested that they collect the lamp and refund me the cost and the postage.I have had no response.
CROG - 4-Jul-16 @ 12:10 PM
feelrippedoff - Your Question:
Bought gin & vodka from Morrisons on line. Two days before delivery they called to say they had made a mistake and the offer should have been restricted to two bottles. accordingly they were reducing my order. Can they do this?
They can do this if there was a geniune mistake, but they must offer you a full refund if you want it.
OnlineShoppingRights - 27-May-16 @ 10:27 AM
bought gin & vodka from Morrisons on line. Two days before delivery they called to say they had made a mistake and the offer should have been restricted to two bottles. accordingly they were reducing my order. Can they do this?
feelrippedoff - 25-May-16 @ 7:23 PM
@maria. Goods must be delivered within the time frame you agree with the seller. If no time frame is agreed, the seller has 30 days from the day after they receive your order to deliver your goods. The exception is where something is custom made like furniture etc and then 8 weeks is considered a reasonable amount of time. You can cancel your order and expect a full refund if you have it in writing that your order would be delivered within a week.
OnlineShoppingRights - 12-Sep-14 @ 2:05 PM
I recently had a swimsuit made for me by a company online, I was told my order would be ready in a week which was plenty of time as I was not going on holiday for another four weeks, after a week no swimsuit then another week went by no swimsuit then another still no swimsuit so I emailed the company only to be told the material that I picked had not arrived but that I would definatly get it in time for my hols, as you can guess it did not arrive until the day I got back from my trip. I have emailed the company telling them that I am sending the swimsuit back and that I want a refund but the company is ignoring me. What are my rights?
mari - 11-Sep-14 @ 6:40 PM
I agree and I think you could add a section talking about payments policies.
The big problem for e-commerce acceptance is trust. It's not easy to pay in advance to someone we don't know, but we know it is very hard to have our money back if the contract is not respected by the seller.
There are no reason to pay before the product is disponible for dispatch!