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Returns Policy and Internet Shopping

By: Lucy Debenham BA (hons) - Updated: 9 May 2021 | comments*Discuss
 
Returns Policy Internet Shopping Online

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.

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I bought a pair of trousers online - free postage out, free returns back.I have exchanged it twice and I still want to try a third size.The retailer is now telling me that they won't exchange a third time.Is this reasonable?How many times can I legally get goods exchanged?
Zingeroo - 9-May-21 @ 7:50 PM
I bought a beauty product from DOCBEAUTY wanted to return as not what my daughter wanted so I emailed * asked for return address which they replied...has it not been used also in original packaging which I replied yes, they sent return address so I returned & emailed them the receipt. I've sent plenty of emails asking for refund but with no reply's...what can I do.
Dawnie - 15-Mar-21 @ 5:32 PM
Hi I ordered a electric spin scrubber from a company called warmyard I am trying to return When I email to say there was no returns form in parcels ll I am getting email returned Has anyone got control of these companies How do they get away with the way they practice I ticked the box saying UK Not aware it was coming from China Please if you can help I have only got one more week left Bridget
Biddy - 19-Oct-20 @ 10:28 PM
I've bought 15 bags of gravel stones for 279.00 . They arrived and then I realised I made a.mistake of ordering them and wanted to return them to Ireland. Not anywhere on their website does it say that I have to pay for returns. They are saying I have to pay £108 for returns.What do I do please advise. I've rang them up but waiting for the.manager to call be back.
Jas - 24-Sep-20 @ 11:38 AM
I have purchased a glass splashback online that when received differs greatly in colour to that advertised. After contacting the company they responded by saying the lighting conditions and settings of the device viewed on are to blame. The company are refusing to accept a return. Where do I stand legally with this and do I have grounds to return?
P - 7-Jul-20 @ 7:43 PM
I purchased a pair of reading glasses that were stated to be adjustable to any strength,I tried them on and there's only one strength showing,not my strength. I purchased them through Amazon,but the seller is from China,I want to return the product,but didn't receive any paperwork or Returns Label to return it back. The seller is happy to take the item back but paying for the postage is one problem sending it to China. Should Amazon be responsible for this?
Mil - 6-Jun-20 @ 9:22 PM
Hi.I purchased an outfit from Lily Gown Clothing, online.When it arrived it was not of the quality i was expecting so I requested their return details.They are not giving it to me, telling me that despite the cost of £114 it would cost me £60 to return it and therefore it is not worth me doing it.I have been asking for nearly 10 weeks now but they keep asking for photos or reasons which I have sent numerous times. They are now not corresponding with me.There is no address only an email contact.What can I do please?
Ann - 5-Jun-20 @ 11:41 AM
Last week we ordered and received a beach umbrella online from a company based in Switzerland, however it does not tilt as stated in the description on their website so I want to return and cancel the order. The only way to contact the company is via their website (no email address provided), they have agreed to send a returns label but say the cost is down to me. Is this right?
Mary - 25-Jan-20 @ 4:45 PM
Hi there, I bought bikinis from moda minx. I ordered them on the 22/07/19 then received it 2/3 days later & another order on the 24/07/19 then received them 2/3 days later. I kept some and returned the rest on the 4/08/19 singed for second class. The sent me a credit for the garments as their email said There is a note on the system to say they arrived back with us too late. They went past the 14 days refund policy. I thought I was on time. I don’t know where I stand. As I don’t want credit. I would like a refund. Hopefully you can help me. Kind Regards Che
Che - 15-Aug-19 @ 6:43 PM
I bought a bathroom cabinet on-line for £534.35 from a company called Fountain Direct of Unit 1, Watford Bridge Ind. Estate, Watford Bridge Road, New Mills, Derbyshire. SK22 4HJ.It was delivered to our home in Edinburgh on the 21st or 22nd June but was for a holiday home we are renovating on a remote Scottish island so I could not immediately see if it was suited to that.When I got up there earlier this week I found the cabinet did not suit it and went to return it for a refund. That was on the 18th July. Fountain Direct clearly don't like returns or their customers and were very hostile and rude and said I could not. Clearly this is a very expensive cabinet and I had not expected any company to be so obstructive and aggressive. The time between me receiving the goods and returning them was 26 or 27 days ago. Where do I stand in law? Thank you.
EdinburghConsumer - 18-Jul-19 @ 3:58 PM
Hi, I am having difficulty returning a girls training top. The online retailer is saying the top is not fit for resale and is marked on the collar. They returned the goods to myself. I checked and a small fleck of dust or similar I brushed off . Everything tag etc is intact. For all I know this small Mark was already present . I hope you can help, it’s now not about the money but the negative responses I am receding which are adding no value . I can send digital image showing the top and it’s condition.
N/A - 15-May-19 @ 5:41 PM
Bought a dress from boohoo it arrived and is clearly faulty they have given a return label but refuse to refund delivery cost
Sas - 4-May-19 @ 11:35 AM
I have received an email from ASOS stating that their returns policy has changed and now any goods returned will only be given a credit to buy other goods and no cash refund will be given. Is this legal?
E - 1-Apr-19 @ 6:45 PM
I purchased a sideboard online from a UK furniture company which arrived on time and in good condition. Before purchase I checked verbally with the company that I would be able to return if not liked and they confirmed this would be the case at my expense. I have since returned the item within the stated 14 day period in resaleable condition but they are telling me they cannot accept the return and won't refund me. What are my rights please and how do I pursue them?
Heron32 - 15-Mar-19 @ 9:55 AM
During the process of online purchase of a ticket, instead of all terms and conditions being downloadable from the screen, customers were told that the terms and conditions were obtainable from a given email address. This meant that the transaction would have to be aborted at a late stage in the process in order to obtain the terms before completing the purchase. Is this something which online retailers are allowed to do?
Frodo - 5-Dec-18 @ 4:24 AM
Sent back 4 items as they didn’t fit. Returned all in same parcel they arrived in, got a weighed proof of posting from post office. Got partial refund as they claim only 3 items returned!!!! What can I do?
Titch - 26-Oct-18 @ 11:28 AM
I bought a leather handbag from what I thought was a German website. Instead I received 2 pairs of fake sunglasses from China! Have tried asking for refund but have been offered 30% plus keep sunglasses. They advised returning unwanted items would be difficult and costly. Is it worth pursuing?
Delilah - 2-Aug-18 @ 11:21 PM
Hi, I bought a highchair (German make) from a UK seller (business) on E-bay in September 2017 so 9 months ago. A month ago I noticed a fault: a piece of wood broke off from the arm rest where a table slides in for eating. Contacted seller 2xvia e-mail through ebay but no suprise no reply received. Contacted ebay but they cannot do anything as it was purchased beyond the money back guarantee time frime. Paypal same. There must be guarantee/warrantyon the chair. What can i do either to get it repaired or replaced? Thank you!
Moncza - 24-Jun-18 @ 2:14 PM
onali - Your Question:
I bought a dress from a website for £143 but the company delivered me the completely wrong dress, the colour was wrong and so was the dress itself. However when I emailed them and asked for a refund they refused even though their website says in their return policy they give refunds for those whos orders have been messed up due to their carelessness. I have emailed them about this and said that their return policy states I should be able to recieve a full refund however they only want to give me a 35% compensation and I get to keep the dress but if I wanted that dress I would have bought that dress. All I want is my money back and all they keep doing is telling me its my fault what can I do as I have told them I was going to report them. thanks.

Our Response:
Is this a UK company? Was the dress a ready made or made-to- measure garment? If the company is based in the UK, they are bound by the Consumer legislation which allows for the return of unwanted items bought online as long as the buyer has told the retailer within 14 days of receiving the item, that they want to return it. The buyer then has another 14 days to return the goods. The retailer must make a refund within 14 days of receiving the item back.
OnlineShoppingRights - 22-Jun-18 @ 12:40 PM
I bought a dress from a website for £143 but the company delivered me the completely wrong dress, the colour was wrong and so was the dress itself. However when i emailed them and asked for a refund they refused even though their website says in their return policy they give refunds for those whos orders have been messed up due to their carelessness. I have emailed them about this and said that their return policy states i should be able to recieve a full refund however they only want to give me a 35% compensation and i get to keep the dress but if i wanted that dress i would have bought that dress. All i want is my money back and all they keep doing is telling me its my fault what can i do as i have told them i was going to report them. thanks.
onali - 21-Jun-18 @ 1:22 PM
My husband bought me some earrings from online but I don’t like them and would like to return them. I haven’t put them in my ears but on their website they say earrings cannot be returned. Is there anything I can do? We only received them 2 days ago. Thanks
Lauren - 10-Jun-18 @ 4:35 PM
Loulou - Your Question:
I purchased a birth pool 15th March, read on the retailers website they provide an extended return period of 45days. I was unable to use the pool so contacted the company 16th April to request a return, had confirmation from them via email giving details where to post the item. The pool was received by the company 19th April, I contacted them 1st May, they confirmed receipt and advised they would process a refund that afternoon, when asked how long this would take I was told it would depend upon my bank. Its now 10th May and I still haven't received the refund. When should I receive this by? What should I do next? Many thanks, Louise

Our Response:
Your refund for the goods must be paid within 14 calendar days after returning the goods, or evidence that they were returned. Your refund should have been paid by 4th May. Write to them and inform them that you haven't received your refund within 14 days in accordance with the Consumer Rights Act 2015 and that if you don't receive it within 7 days you will commence recovery proceedings via the small claims court.
OnlineShoppingRights - 15-May-18 @ 10:15 AM
I purchased a birth pool 15th March, read on the retailers website they provide an extended return period of 45days. I was unable to use the pool so contacted the company 16th April to request a return, had confirmation from them via email giving details where to post the item. The pool was received by the company 19th April, I contacted them 1st May, they confirmed receipt and advised they would process a refund that afternoon, when asked how long this would take I was told it would depend upon my bank. Its now 10th May and I still haven't received the refund. When should I receive this by? What should I do next? Many thanks, Louise
Loulou - 11-May-18 @ 5:46 AM
I bought a set of beats ear phones for my dad but they don't fit his ears. I rang very and they said i can't return them. Any one know what I can do.
Megz - 10-May-18 @ 10:03 PM
Hi I bought a Refurbished laptop online.. which when received had a fault so returned it . Received a Replacement that had same fault so returned that one aswell..Received another Replacement which has got the same fault. could you please give me advice on what my consumer rights are regarding this matter pleasr
Darryl - 4-Apr-18 @ 5:19 PM
MdB - Your Question:
I bought a pit bike online for my son, paid by MasterCard using the company’s guest PayPal. Upon assembling, my son cannot kick start the engine. He has experience of pit bikes, this is not his first. The company suggest it’s my son’s fault. Not really interested. Paid over £1000 for it. It’s very expensive to simply return! PayPal not interested because engines aren’t covered, and my credit card company referred me to PayPal. Apart from disassembly and taking it to a garage to look at and pay for at my expense, what can I do ?

Our Response:
He can reject this within 30 days of purchase for a full refund (as it's faulty). The retailer (not the manufacturer or Paypal) is responsible for giving the refund. If they refuse, you may have to try legal action but first, write to them explaining that under the Consumer Rights Act 2015m if an item is faulty, you have the right to return the product and receive a full refund within 30 days of the date of purchase. Suggest that you will be taking legal action (within a certain deadline) if they do not refund. Hopefully that will be sufficient to kick them into action, if not, then the small claim court may be your next option.
OnlineShoppingRights - 2-Mar-18 @ 3:28 PM
I bought a pit bike online for my son, paid by MasterCard using the company’s guest PayPal. Upon assembling, my son cannot kick start the engine. He has experience of pit bikes, this is not his first. The company suggest it’s my son’s fault. Not really interested. Paid over £1000 for it. It’s very expensive to simply return! PayPal not interested because engines aren’t covered, and my credit card company referred me to PayPal. Apart from disassembly and taking it to a garage to look at and pay for at my expense, what can I do ?
MdB - 28-Feb-18 @ 10:10 PM
Bobby - Your Question:
Hello, I purchased a camera lens which I haven't used and no longer require. I have contacted the company who are willing to accept a return but state there is a £15 admin fee. Is there anything I could do? Many thanks

Our Response:
What do their terms and conditions say? Is it a UK retailer? Did you order online? If you ordered online and are returning the unwanted goods within the 14 day period, you only have to pay an admin/return delivery fee if this is clearly detailed in the retailer's terms and conditions. If it isn't then, you the retailer should cover the costs themselves.
OnlineShoppingRights - 21-Feb-18 @ 2:32 PM
Hello, I purchased a camera lens which I haven't used and no longer require. I have contacted the company who are willing to accept a return but state there is a £15 admin fee. Is there anything I could do? Many thanks
Bobby - 20-Feb-18 @ 8:53 PM
I purchased two shirts size small for my son online both 60 each from a website he has purchased items before.However when they come they certainly not small they can wrap round him twiceI tried to contact them as they say you need a return code. I could not get in touch with them but my son managed to. They say because it was a sale item. It was Black Friday deal that we can only have an exchange even though the item is back up to full price.However we don't want to exchange for anything else if the sizes are that big then nothing will fit him.Is this not a trade description act as they should have in the description like baggy tshirt or something along those lines.Look forward to hearing from you
Traci - 16-Dec-17 @ 3:42 PM
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