Overseas Sellers: Do Your UK Consumer Rights Apply?

Originally written by Lucy Debenham, updated by the editorial team on 4th April 2026

Buying rare or sought after items that would otherwise be difficult to source, is easier than ever. Shopping online has quite literally rendered the Internet into a borderless browsing marketplace, giving consumers more choice than ever before. However, although as the consumer you are based in the UK, when buying from overseas sellers, you may not be entitled to the same rights as stipulated by UK law.

UK OK?

If you would prefer to buy from a UK-based seller, but aren't sure whether the online retailer is registered business in the UK, there are several things you can look out for. Under UK law, the business seller must provide some key pieces of information to the consumer, the basis of which is outlined below.

The Sale of Goods Act requires the supplier to make sure that the items on sale are fit for purpose, as described and of satisfactory quality. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 require the seller to divulge their registered business address. A PO Box number is not considered a valid address. Secondly, the seller should give the buyer clear information regarding their returns and cancellation policies, as well as delivery costs and arrangements. It is also compulsory for the seller to provide all of this information in writing. Finally, as a consumer using a UK-based seller, you have 14 calendar days to change your mind (sometimes referred to as a 'cooling off period') and receive a full refund.

Take into account that just because a company has UK in the name or website domain (address), this not necessarily mean that the company is a registered UK based business. If you cannot validate or find any of the compulsory prior information, then it is best to avoid purchasing from the seller if you are adamant that you want to buy from inside the UK only.

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Overseas

If you decide that you want to buy from an overseas seller, you should also consider a few points. The first key point is how you can sort out any potential disputes or problems with the purchase or delivery of the item. Remember that legal recourse may have to be taken in the country of the business you bought from, and could prove costly. Also take into account that (depending on the seller's returns policy) if you want to return the item, you may have to pay for the return delivery to an overseas country.

If a dispute has led to legal action, then you should seek legal advice as to whether you are still covered by some UK consumer law, as each case may differ. The contract terms should outline whether the contract itself is governed by UK law, or the law from which you bought the items.

You should also be aware that the country's consumer rights and regulations may not require the seller to disclose all 'hidden' costs such as shipping and packaging costs. When purchasing from overseas, you may be liable to customs import duty and VAT, depending on the value and origin of goods. You should know where you are purchasing from so that you can calculate customs charges by visiting the HMRC website.

Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.

Complaints

If you have a complaint to make about the item, the best idea is to contact the supplier or seller directly. You could also try contacting the embassy of the country in question to ascertain what the consumer laws are. The US's Federal Trade Commission currently runs a database called Econsumer.gov, which is designed to help consumers register complaints regarding overseas Internet businesses and suppliers. A number of countries are signed up to this venture, allowing the consumer to gain access to their government law enforcement agencies. However, before signing up to any website or database, always read the small print regarding your privacy and how your details may be utilised in the future.

There are also a number of cross-border networks set up to help consumers to understand their rights in a global marketplace, as well as offering schemes to help resolve cross-border consumer disputes. The European Consumer Centres Network (ECC-Net) and International Consumer Protection and Enforcer Network (ICPEN) are two agencies currently operating within the UK.

The Next Step

Now that you have read through the advice above, you might want to put it into practice. Our Online Purchase Rights Checker lets you find out your rights when an online order goes wrong, from faulty goods to late or missing deliveries. Try it now →

55 questions

Ask Online Shopping Rights a Question

OnlineShoppingRights Editor 03/05/2026 at 8:05 pm

@C.R. Sadly, your experience matches a pattern many readers have flagged with overseas sellers, where the dress that arrives bears little resemblance to the photo and refund offers are a fraction of what was paid.

Because the company is based outside the UK, enforcing your consumer rights can be very difficult, even though in principle goods should match their description. It's worth pushing back on their email offer and keeping all correspondence and photos. If you paid by credit card or via PayPal, look into raising a chargeback or dispute through them, as that's often the most realistic route to getting your money back. Citizens Advice can also talk you through your options.

C.R. 03/05/2026 at 3:42 pm

Purchased a prom dress from Ovlias dot com, followed their complex instructions for sizing and choose the item colour "as per the picture". But the item we received was not the colour "as pictured" and was too large. We did get a response via email but they said the material was satin and the sizing was correct.
Looks like other complaints where they charge high, send you a low-quality item, offer a small refund when you complain and pocket the rest.

Jeanie 14/10/2025 at 9:55 am

I bought a pair of electric nail clippers from a company called sherum.com. They do not work.
I contacted the company and asked for a replacement or refund. They refuse to send a replacement and have said that I should send them back at my own expense to receive a refund. They suggest that as the return shipping fee is about $50-$60 they would be prepared to send me a refund of only $8.00 . This is a complete rip off. Is there anything else I can do to get my money back?

Angry 26/09/2024 at 7:22 am

I brought a hoodie and joggers from a company called looved London, they get influencers to wear and picture their clothes to pull them in, on receipt the clothing was awful made cheap material there was no return address I sent email time over time and finally got this response,,
Refund or return is not possible because of the high discount and also because we pushing out the last stock. What we only can do is give you a 25% discount on your next order. Sorry for the inconvenience.

Kind regards,

Chloe
Looved London

Meera 24/06/2024 at 10:32 am

I bought two pairs of shoes from what I thought was a UK company, but they came from China. They offered a 15% refund to save the hassle of sending them back but I have to pay to ship them back and then they will confirm if they are refundable. So basically if they decide not to refund me then I am even more out of pocket! What's your advice? Do I have a leg to stand on? Most comments above have experience the same thing ....what can I do?

Smithydog 03/01/2024 at 10:59 am

I bought boots online didn't realise till I actually paid it was Hong Kong they took forever to come and when they did there were 3 sizes too small ..they said it will cost more to send them back ..they won't refund so technically they have just stolen my money they won't send a pe paid label either ..I.m a pensioner and cannot afford to loose money there all over Facebook selling same boots under diffrent names what can I do ???

Anna 26/10/2023 at 12:09 pm

I have ordered a dress from Hebeos (didn't know at the time they were based in China) in my size according to their size guide but it's too small. Now they offer only 85% refund and I have to pay for the postage which is very expensive.
Can you help please ??

Chris 07/02/2023 at 6:01 am

I ordered 2 chicken coops online, from a Facebook ad. Weeks later a pair of sunglasses arrived! The seller is refusing to collect/pay for return, stating import duties will be too high, they offered, 10%, then 20% now a maximum of 30% refund which I have refused. It would seem to be a scam reading a couple of other posts above in a similar vane! Is there nothing I can do?

Sarah 06/10/2022 at 4:53 pm

I bought a bike rack from a third party company with a British name who turn out to be Chinese en-storeuk. The bike rack is faulty and they won’t replace it. I’ve been offered 30% of the value which I have refused. I want all of my money back £130. PayPal and EBay unhelpful as it’s outside their ‘money back guarantee’ time. Been fighting the company since May! Please help

Nicci 26/09/2022 at 2:24 pm

I bought an item of clothing from France but I am.based in the uk. The size was considerably smaller than the measurements given on their size chart and they refuse me to return because I used a 10% off welcome discount code. I believe they have no right to refuse because of a discount code , I had a 14 day cooling off period whether an item is in the sale or if a welcome discount has been applied?

C 07/02/2021 at 11:15 pm

Hi I recently brought a pair of sneakers off a site advertising on utube the website was a secure one so suppose to mean kosher, their customer service was okay but once the item came they sent the wrong size , I notified them after checking it was not my error but I had sent for a UK 7 . They sent a standard message saying that one of theyre staff would be in touch in two days they never did and when I looked at the statement to make sure I had the correct email address as g mail dumped the original email , when I looked they had altered the size to 39 I downloaded the purchase order I had no idea that it could be tampered with unfortunately I did not screen shot the statement at that time . Is it illegal for them to tamper with the order statement. What can I do about it?

Helen 08/01/2021 at 9:36 am

I ordered a pair of boots from where I thought was USA. Having read all the online reviews people were suggesting to order a size larger than normal which I did. The boots arrived but still don't fit and were from China. I have been emailing the company since October to either get them to exchange for a larger size or refund my money on return of the boots but they point blank refuse saying they sent me the right size and that it isn't their returns policy to refund or exchange. I have asked on numerous occasions for a copy of their returns policy but they refuse to send one. I will never ever again buy anything which is priced in dollars or comes from China!

Scooby 01/12/2020 at 10:59 am

Bought a Radley bag from what I thought was a UK company. Turns out they are based in China - what a surprise!
They sent a pair of sunglasses instead of the bag and now won't give a full refund. They offered 30% and I get to keep the sunglasses that I didn't want! Or, I can return the glasses at my expense!
It's very frustrating that these companies are allowed to advertise on Facebook, Google etc. with no consequences for actions.
I don't hold out much hope of getting a refund but hope this may stop others falling for a scam.
Moral of this tale ... if something seems too good to be true ... it probably is!

trish 22/11/2020 at 12:18 pm

I bought two tops from a company advertising on FB. In 'questions asked' they said that they are made in America and despatched from America. Mine actually arrived from China, were awful quality and one was a very poor fit. There was no refund information enclosed, no return address. I have emailed the company and Pay Pal and had no response from either. On FB I posted negative comments about the tops, and the post was taken down, and it looks like all negative comments have been removed, even 'angry' icons. I am now not able to comment on their site, so presumably they are able to delete anything not complementary to their products, so other buyers can't be warned. I want to return the goods and get my money back and don't know how to go about it.

Paul 21/11/2020 at 9:02 am

Brought what I thought was a running machine, got sent a pair of sunglasses, company will only refund 50%, they want me to return the glasses first but have said they will get lost and I will get nothing.

MJB 12/11/2020 at 1:31 pm

Afternoon.

I emailed yourself on the back in September . Still not had my refund and they are just not replying no more. I just want my £194.21 back. I very hard times at the moment.

AJ 08/10/2020 at 6:52 am

I ordered an LED floor lamp nearly 2 months ago, this week a parcel arrived, however I have been sent a floor cloth. The company has offered me 50% refund and to keep the item. The item isn’t worth keeping and must have cost all of 50p. How can this happen? I have raised a case through PayPal so can only wait on the outcome of that.

Paula 28/09/2020 at 8:07 pm

I returned a purchase to CiCi in china 29th june 2020. The parcel has been sitting in Chinese customs with CiCi refusing to pick it up to avoid a refund, total cost of postage is £17. PayPal are useless and can't get to speak to anyone. I am a pensioner and cannot afford to lose this money £55.45 in total, really stressful.

Paula 28/09/2020 at 8:02 pm

I sent a return to China 29th june 2020 it has been sitting in Chinese customs for 3 months with the seller CiCi refusing to collect the return to avoid a refund. They have stopped replying to my emails, PayPal are no help. So I've lost the cost of the order plus £17 postage costs. I am a pensioner and can ill afford to lose this money

Banda 06/08/2020 at 8:27 am

Hi, I bought a Portable High Pressure Kit ÷ 1 Battery for US $22.99 shipping US $5.99 from CandBuy Website and received a Spray Gun. After numerous emails to and fro between the seller and me finally the seller agreed to refund except shipping and i get to keep the wrong item. The seller refunded only US $4.00 through Paypal, will also be complaining to Paypal

unluckygaz 24/07/2020 at 7:54 pm

Purchased a pair of Adidas shoes online from the BSTN store in Munich on June 19, 2020. I paid by Mastercard a sum of €126.00 and they duly arrived at my home within 3 days via DHL. Unfortunately the shoes were slightly too small and I returned them to Germany using the tracked service by the Post Office. On arrival in Germany they were transferred to GLS Europe, the Post Offices’ partner. I was able to see my package actually arrived in Munich on July 1st. Two weeks later I contacted BSTN to enquire the situation of my refund, as exchanges were not possible. Only then I was informed that they had no idea of the whereabouts of the package. The given address on the sales receipt email was different to the one given on the returns form enclosed with the shoes. But I duly sent the item given address on the returns form, which seemed the likelier destination. How wrong I was. Despite BSTN contacting GLS and after a week finally locating my package, I was told the shoes were winging their way back to the UK to myself! Rather bemused I asked why? The shoes had been returned to BSTN in Munich, but presumably still sitting somewhere else in a location across the city. So now, like a preverbial boomarang, my Adidas shoes are back with me in Leicester, having very nearly, made it back home. So where does this leave me now? I have to incur costs once again sending this item back, after what seems an instance of very un-German-like inefficiency.

HAB 11/07/2020 at 10:49 am

I purchased two garden chairs online (from China) I was sent two picnic boards! When I asked for a full refund I was advised that due to the cost of freight they would re fund me £5 for two items that was £47 each!! They will not budge!

chris 02/07/2020 at 11:40 am

bought substandard ill fitting item from Georges Shop, online. When I asked to return the goods using online form, all it generated was a cyclical email asking for info, which I answered several times, but it just generated the same email. I wrote to head office but got no reply. I would almost say this is a scam. They just ignore you. Cant get a refund, not covered by visa and they are just happily still trading and scamming other people. Its put me off buying online. So angry.

Midge7 01/07/2020 at 7:15 am

I orderex from what I thought was a UK trader but it turns out the company (s) are in Madrid, Spain. I have emailed and used their contact form with no response. I am now unemployed and my mother who also put money in to buy this is an OAP in remission from cancer. How are they allowed to advertise on Google when they don't operate

trigger 29/06/2020 at 6:49 pm

bought a mans orvis brown suede jacket from rockstar jackets who also trade as rightjacketsfor £144.on arrival it was a womans orange jacket with no stitching round button holes and had stains on .when mailed for a refund offered a 75pc reduction on next purchase.then all communication stopped my emails were returned as spam ,lines down for maintainence. which consumer mailed them .but was undelivered then mail said domain does not exist money was paid from my account to rightjackets manchester gb ,this firm as ads on google search amazon ,e bay

El85 08/06/2020 at 2:59 pm

Hi, I purchased a dress from an American site, I am from the UK, when I have received the dress and tried it on it has split down the seem, I have made then aware as the purchase is within 30 days of receiving this. They are not disputing I have ordered the incorrect size but have said they have a 5 day closure period which as lapsed so my order is closed although it is clearly faulty from production. Please advise what I can do?

Arney 29/05/2020 at 9:30 pm

I ordered what looked like gorgeous pearl sandles. The chart showed measurements and sizes, I take a UK 4 so ordered just that. These purported to be orthopaedic etc Sandles. I paid in UK pounds so had no idea there weren't from the UK, but stupidly didn't check. The sandles arrived. Size 36 which is a UK 3??? The top is pretty but shocking bottom, no padding for orthopaedics, glue showing and stitching seen, plus too small. As I ordered the correct size but they sent a small size I asked for a pre paid label. Oh no they weren't having this. Not on,y that they arrived Hermes. But I was to,d they must be returned DOD or UPS in the original packaging or no refund. I laughed, was this a joke, if I showed you the packaging it started life as a bubble wrap bag but was all popped and in a thin grey bag full of holes. As I wouldn't return them paypal will not help. So I've lost my money and have some sand,es not fit for purpose or as described, shocking. As others have written a lesson learnt, I will never but from China again, too stressful and not worth it

Chris 22/05/2020 at 10:02 am

I bought a Lego set from a Facebook advert. It came from China but when it arrived it was a cheap lady's headscarf. When I complained I was told I could exchange it but they did not have any Lego left. There was nothing else I wanted so I asked for a refund. They told me I could have 30% back as I had received something. I said I would return the scarf but they said it would be at my expense as they don't pay for returns. It wasn't a lot of money but if these companies are doing this all the time they must be making a fortune. Is there anything I can do?

Deb 14/05/2020 at 8:38 am

Over the last three months I have purchased items through Facebook adds all from Uk (not) all three items were nothing like advertised when they arrived, all paid via PayPal. Turns out these companies were in fact in China. A carport I ordered came as a cheap bead bracelet I had no idea this was supposed to be the carport. So I logged a claim saying it never arrived. PayPal won't issue a refund as they say it was delivered. Beware out there, I've never been had before. But 3 times recently. This must be happening to lots, PayPal obviously are not seeing through these scams.

Shelap 11/04/2020 at 2:05 pm

I purchased three items of clothing from IRISRUBY. I paid using a credit card . Once received I immediately made arrangements to return the garments which a. Did not fit b. Looked nothing like the photographs and c. were the VERY worst quality. I then discovered that the return address was in China. It cost over £18 to return the parcel at the beginning of March. It is now lodged in customs in GUANGZHOU. IRISRUBY now tell me I am unable to claim compensation for this which I do not understand. I requested a refund and it seems that I am being fobbed off. The emails I am receiving are slick and well versed in avoidance. What can I do?

Dolby 11/03/2020 at 10:50 am

I ordered a handbag from a supplier in China online and paid immediately by debit card, I have never received the goods it's now 2.5 mths since I placed the order. I have been in touch with the organisation by email they keep telling me to be patient and that it's on its way. I have asked for a refund as I don't want it now because it didn't arrive. They have basically said this won't happen, do I have to accept this and put it down to experience we have been emailing each other almost daily for the last week and they won't budge on it.

Paula 27/12/2019 at 4:31 am

I bought a pair of trousers online but they were coming from overseas. They sent me the wrong item... they sent me a regular pair of white sport ankle socks
The seller no longer has the trousers for sale, they have now sold out. Now tbe er is telling me to keep the socks and they will refund me 35% as they have lost profit with sending me the socks in error. I DON'T WANT THE SOCKS I WANT MY FULL REFUND!!!!

Kitts 30/09/2019 at 9:37 pm

I purchased tops from a company in India. The pictures they showed online are nothing to the ones they posted out to me. They are arguing that i asked for size 44, yes but my heads not size 44. I can't even get them down my head. As I transferred the money via a money exchange website, I'm not sure I can reclaim the money via chargeback. The material is cheap and all the stitching from most tops is coming out. The cut in the top is awfully mad and is certainly not long tunic as advertised. Not sure where I stand. Less £79

Abs 26/08/2019 at 10:20 am

I ordered off livia a period tens machine for £120 I am a student so that’s a lot of money It took them a month to send it and I wasn’t aware of import tax as I was just 17. First if they didn’t send it for a month after saying they were shipping in three days. And then it took a. Further month. I asked for it to be sent back and have a refund they accepted and once the package was back in the possession they said I would have a refund within 30 business days and so far it’s been around 2 months. The company is based in the United Stated so I have no clue in terms of law stating if a consumer hasn’t received an item if they are entitled to have a refund

Granma12 20/05/2019 at 2:59 pm

My 86 year old Aunt has very recently started to get pains in her feet. She sought medical advice and was told that compression socks would help. I bought a three pair pack from a company on line. The socks were clearly marked one size fits all, I can't get my feet in them and take a UK size 4.5 my Aunt a UK size 6. I asked my grandaughter to try them thinking I may be struggling due to arthritic fingers but she can not get them on either. She takes a UK size 5. They are clearly not fit for the purpose they were purchased for nor are they as advertised, one size clearly does not fit all. I have contacted the company for a full refund. They have offered me a 65% refund plus I would keep the goods. Clearly they are of no use to me or any of my family so I would take them to a charity shop if I choose this option. I rejected stating I would send the goods back. They advised me it would be very slow and I would be responsible to pay the postage back to them, plus, before they refund me any money they would deduct their postage costs and their handling charge. I appreciate that the Law is different in different countries but feel that any law that lets a company get away with selling shoddy goods that don't fit the description and leave the consumer out of pocket is wrong and needs to be revised. The 3rd party fulfillment company is based in Hayden Idaho 83835 and the company name is Dr. Socksoothers. I would be really grateful if you could advise me whether I should could my losses and go for the 65% refund or am I actually entitled to postage costs? Many thanks

Shark 10/04/2019 at 3:02 pm

Purchased a parcel didn’t know it had to be returned to China as I paid in UK money I paid £65.98 for the items which was 2 HD aerials tried many times to return them back in the end got in contact with PayPal regarding this matter it was posted back on the 29/3/19 have been told by PayPal now that as the Post Office never gave me a tracking number am unable to get my money back.

Cazbarr 15/12/2018 at 10:41 am

Hi, I bought a jacket from an online company called Solid Emperor for $84.90 The jacket has come up way too small so wanted to return for full refund as no bigger sizes available. It took me nearly 2 weeks of emails to finally get the return address to send back the jacket as they were not forthcoming in wanting to give it to me.

The company address on their website is Lithuania (EU laws) but the address to return is in China (both none UK/EU)? My concern is that now I have sent the jacket back (recorded) they may just refuse to refund me. What can I do if they don't refund me?

DIB 11/12/2018 at 3:45 pm

I purchased a vintage Cartier ring from an online seller in Belgium to replace the wedding ring I had 27 years ago and recently lost. It is a ring with a front opening, and my old one was on and off my finger every day for all this time, with no signs of wear or damage. I also wore it on my little finger, opening and closing when needed. Mine had hallmarks and the Cartier signature inside
When the new ring arrived, I was putting it on my finger and it snapped completely in two! The “gold” seemed very thin and certainly did not appear as good quality as my original one.
I paid £1300 for this ring and now it has snapped. I told the seller and they are blaming me saying it is genuine and as it arrived in good condition, I have broken it and am responsible!
Can someone advise me what to do please? I’m distraught.

Emma 05/12/2018 at 8:59 pm

I recently bought a dress from America. I then received an email saying this product was out of stock and I should choose a different product to exchange it with.
I have asked for a full refund as there is nothing I would like to replace it with!
What are my rights in this situation if a refund is refused?

Simrose 21/09/2018 at 9:24 pm

I purchased a chain link fence from manomano ( a french and uk address) on 1st june 2018. We were working on our garden and employed professional fence erectors to put the chain link fence up. All in all, it was 12 weeks wait to have it put in place. Until that point the fence remained packed since delivery.
When it came to putting it up, it proved impossible. When the tension wires were introduced and tightened the fence just unravelled and fell off the wire. It seemed there was no secure way to keep it all in place.
I tried to call manomano but their phone lines were only open from 9-11 am and 1.30-3pm. So i then tried the online chat service, but it didnt work.so i sent an email. I then recieved a standard reply saying someone would get back to me within 48hours! Not so helpful when you now have no fence between you and the farm next door.
We had to make an on the spot decision to have wooden panels erected at the cost of £1200.
Afteremailing it became apparent that manomano were a website who advertised other companys products and the seller was not them but a company called vida xl.
Days later i recieved a reply.They offered a partial refund, which i declined believing that i was entitled to a full refund. They then offered a replacemement, but this would be no help, since i had already had another fence erected ( one i didnt want).
I then discovered that they were based overseas, so uk law would not apply to them.
Has anyone any idea if i am protected with any kind of consumer law in this instance?

Eve 10/06/2018 at 1:09 pm

I purchased a dress from milly bridal. I paid express delivery but the dress took 23 days to arrive instead of 9. I had to purchase another dress for my event. The dress arrived the morning of the event but was in need of alterations - something cited on the company’s website as something which may be required and which they would meet the cost of. The dress was poorly made. Milly Bridal are refusing to take the dress back. They claim there was no delay and the dress was made for me. I would need to be well over 6 feet tall and wear heels for the dress to be anywhere near the right length.

paul farrar 31/03/2018 at 7:36 am

i bought a laptop from geekbuying it lasted a week i have been contacting them since jan they asked me to return via royal mail only royal mail will not accept any product with lithium battery it is impossible to return i am getting no where they offered me £52 partial refund as long as i returned it the laptop cost me £138 i tried to get a chargeback from my bank but because i hadn't returned it they will not return my money i bought the postage online so i had proof i tried to return it at a cost to me of £25 still no joy have i got any more options its been 4 months still have a broken laptop and still getting nowhere

Toni 15/03/2018 at 7:06 am

I ordered 2 pairs of branded boots from a site called Barkenhowells which I thought was American - they were also showing a lot of Vans trainers. I paid over £80 (theses boots are no longer on sale in uk) This is a Chinese site. They offered me a refund for 1 pair (not received as yet) and sent a pair of cheap, plastic, unbranded ankle boots nothing like what I had ordered £10 value at most. I have entered into lengthy messaging - sending pictures, of packaging, the original order details etc. I will get in touch with my credit card but feel I have learnt an expensive lesson.

katyp 31/01/2018 at 8:22 pm

I purchased online a sale item from Never Fully Dressed. It was explained sale items can only have a credit note rather than refund (not sure this is legal)?
I returned the item and have been issued with a credit note valid only for 3 months - any advice? that feels like a small window!

Brad 19/12/2017 at 3:06 pm

I ordered a 3d printer from china for my son for christmas which cost over £320 it arrived this afternoon was ordered over a month ago was supposed to arrive over 2 weeks ago and the courier charged me £82 vat i contacted the company who said they cannot refund me bacause i never took out the insurance i was never aware of any vat cost or i would have paid the insurane surely they have a duty of care to make me aware of this.

Kay 18/12/2017 at 9:43 pm

Hi, I purchased an item of clothing from a uk website registered as vivaluxe. I advised them that I want to return my item as it appeared different to its online picture. They have agreed to the return but have asked me to return the garment to the designer directly in India. Is this legal? I.e. Purchasing from a uk based company and then having to return to an address abroad? Thanks

Mary 13/12/2017 at 2:41 pm

I placed a order on 17th November for a gift for Christmas from a American website. Delivery was free but no tracking offered. Delivery should take between 15-30 days. 30 days has been and gone so contacted the company who said it could take 40 days. When I pointed out their website said 30 days they then told me they can't do anything until 3 months has gone by because that is what the courier company states with regard to lost goods claims. They have told me it should all be resolved 4 months after my delivery due date. This doesn't seem right to me. I've been left with no present and have had to try and find another. What are my rights with regard to a refund please.

Rose 01/09/2017 at 5:57 pm

Hi my daughter bought a bikini with gems on online from a uk company called modaminx. She just tried the bikini on and walked down to the pool and the gems kept falling out. She was lucky to have noticed the gems falling out and was able to collect them. On return from holiday she contacted the company who in return asked her to send photos which she did. They sent back an email telling her that she could just push the gems back in and she could send the bikini back if she liked for them to push the gems! She wrote an email back saying that at £60 she shouldn't have to keep putting the gems in and having to retrace her steps every time she wears the bikini to pick up the jewels and under the sale of goods act it was not fit for the purpose it was bought for abd would like a full refund. What steps should she take if they will not give her a refund?
Kind regards
Roselyn Daly

OnlineShoppingRights Editor 06/06/2017 at 11:59 am

You have not said which country you purchased from. If it's from somewhere outside of the EU, we cannot really advise which laws might apply. Your credit card company might be able to help.

missetoile 05/06/2017 at 10:38 am

Hi, I bought something from a US website. While its returns policy states that they do not ever issue refunds, I wonder if this is a legally enforceable policy? I used to run an online shop in the UK and actually lost a small claims court case when I refused to take back a custom-made item. The customer argued that under the Distance Seller Regulation, anything can be returned.

So, with this US store, is there any way I can argue that under Distance Seller Regulation I can get may money back? I realise the store is governed by US law, but if it doesn't like the UK consumer protection, surely it shouldn't sell to the UK.

Any advice?
Thanks!

Buttons 03/06/2017 at 2:24 pm

My mother bought a dress online from overseas. When it arrived it had 2 dirty greasy marks on the shoulders and was clearly not fit for the purpose it was bought. Upon complaining we were told to send pictures of the marks which we did. Then received the reply that if we sent it back it would be costly for us and it might go missing! Further emails were sent and they are saying that a 5% refund is all they'll give... it's an outrage as it's not our fault! Now my mother is out of pocket. What can we do?

Beatriz 23/02/2017 at 11:34 pm

I bought a pair of boots on what I think know is a Chinese website, called the bull and spice. I spent £99.25 and they have sent me a different style of boots which I would not wear. The website says not to return anything until you have written to them and hear back from them with instructions. I have just emailed them but have a feeling I will not hear back, and I believe there is a time limit for returns. What should I do?

Many thanks.

OnlineShoppingRights Editor 13/10/2016 at 2:32 pm

The problem is that China is not accountable under UK/EU consumer legislation. Will your credit card company help at all?

Lyn 12/10/2016 at 4:32 pm

I ordered, and paid by card, £50 for a pair of smart leather shoes on a Chinese website. They sent me a pair of horrible cheap imitation trainers which I would NEVER wear. After 5 weeks of messaging, they are finally offering me 10 Euros. I don't know whether to accept this (but would I ever receive it?) or hold out for more !

jane 02/03/2016 at 4:11 pm

I recently purchased a bracelet online from singapore. It was faulty. Do I have any comebacks with them ?
They offered me a fraction of the original price I paid !

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