Returns Policy and Internet Shopping

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

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.

Online Purchase Rights Checker

Find out your rights when an online order goes wrong, from faulty goods to late or missing deliveries.

Try our Online Purchase Rights Checker free, here on this site →

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

Cooling Off & Cancellations

One major advantage that UK online shoppers have over real world buyers is a statutory "cooling-off" period of fourteen 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.

Following Brexit, UK consumer protection laws no longer automatically apply to EU retailers. You should check the specific returns policy of non-UK retailers. Transactions with retailers outside the UK may not be 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.

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 →

152 questions

Ask Online Shopping Rights a Question

Zingeroo 09/05/2021 at 7:50 pm

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?

Dawnie 15/03/2021 at 5:32 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.

Biddy 19/10/2020 at 10:28 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

Jas 24/09/2020 at 11:38 am

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.

P 07/07/2020 at 7:43 pm

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?

Mil 06/06/2020 at 9:22 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?

Ann 05/06/2020 at 11:41 am

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?

Mary 25/01/2020 at 4:45 pm

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?

Che 15/08/2019 at 6:43 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

N/A 15/05/2019 at 5:41 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.

Sas 04/05/2019 at 11:35 am

Bought a dress from boohoo it arrived and is clearly faulty they have given a return label but refuse to refund delivery cost

E 01/04/2019 at 6:45 pm

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?

Heron32 15/03/2019 at 9:55 am

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?

Frodo 05/12/2018 at 4:24 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?

Titch 26/10/2018 at 11:28 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?

Delilah 02/08/2018 at 11:21 pm

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?

Moncza 24/06/2018 at 2:14 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 2x via 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/warranty on the chair. What can i do either to get it repaired or replaced? Thank you!

OnlineShoppingRights Editor 22/06/2018 at 12:40 pm

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.

onali 21/06/2018 at 1:22 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.

Lauren 10/06/2018 at 4:35 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

OnlineShoppingRights Editor 15/05/2018 at 10:15 am

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.

Loulou 11/05/2018 at 5:46 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

Megz 10/05/2018 at 10:03 pm

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.

Darryl 04/04/2018 at 5:19 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

OnlineShoppingRights Editor 02/03/2018 at 3:28 pm

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.

MdB 28/02/2018 at 10:10 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 ?

OnlineShoppingRights Editor 21/02/2018 at 2:32 pm

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.

Bobby 20/02/2018 at 8:53 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

Traci 16/12/2017 at 3:42 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 twice I 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

Hells bells 13/12/2017 at 8:13 pm

Please advise... I ordered an expensive men's aftershave and received cheap woman's perfume from the perfume shop. The telephone number provided is a waste of space- automated with no option to speak to a human being or leave a message. I have sent 3 emails in the last 24 hours with no response. No instructions regarding returns. What are my rights? What course of action can I take?

OnlineShoppingRights Editor 04/10/2017 at 2:27 pm

Not really. If she paid by credit her card, the card company might be able to help?

OnlineShoppingRights Editor 04/10/2017 at 12:46 pm

Unfortunately as the retailer is not UK based, our consumer laws will not apply. Did you pay by credit card? Your card company might be able to assist.

Helste 03/10/2017 at 9:36 pm

My daughter ordered a dress from a Chinese conpany that advertised itself as US based,but obviously isn't. The item took over 12 weeks to arrive and now it has, is nothing like the description and photo on the website plus is so badly made and tiny it is unwearable. The whole thing is held together with hard glue and is sealed up in parts plus has holes and is so tiny a child couldn't wear it. It cost a lot of money. I know she is naive buying from a company like this but she is young. Please can you help in advising of her rights. There was no invoice in the parcel or any way of returning or gaining a refund. Thanks.

Niki88 02/10/2017 at 10:00 pm

Hi
I have ordered a wedding dress online the company based in Hong Kong. The dress awful nothing like what was on the pictures and the size wrong so everything basically. Their return policy say 7 days after i received the dress i wrote them i want to send back and i want my money back obviously but they dont want to do. What can i do???
Thanks

OnlineShoppingRights Editor 04/09/2017 at 11:17 am

Any website selling/trading online should provide a business name, contact details and address. There should also be terms and conditions stating how to deal with returns etc. As we don't know which trader you're dealing with, we can't check this ourselves but it sounds as though they're being very unprofessional. The only thing we can suggest is if there is a company number listed on their website, try and find the address via Companies House. Write to this address (and send a copy via email too), saying you are going to seek legal action to recover your money plus compensation for the time and inconvenience in follow it up. Report the company to Trading Standards as well.

Kevin 30/08/2017 at 4:27 pm

Hi, I bought three set top boxes of a private seller through Paypal and after a few weeks all three stopped working. I emailed the seller numerous times and he was fine and offered to repair or replace them and asked me to return them. I returned them to the address he gave me and Parcel force have confirmed it was delivered and signed for to that address. Subsequently he has since confirmed he has the items in his possession and would be replacing them. However, 6 weeks later I have no replacement goods and he has kept my payment in full, he is now ignoring all my emails and communications. I have tried to claim through Paypal but because the address he gave me is different to the one on his account they rejected my claim and settled in the sellers favour. In addition, I have written proof via email from the seller that he has the items in his possession and the address he gave me to send it too however Paypal refuse to accept my claim as it is not "Paypal policy" to accept emails as proof. Please, please can someone help me as I am currently almost £400 out of pocket and with no items at all. Thanks

Frank 28/08/2017 at 8:08 pm

Hello,

I purchased 4 items of clothing online and when they arrived I had been sent completely the wrong items, except for the fact that there was 4 items and all sized mediums like I ordered. I have sent over 10 emails to the company all of which have been ignored, i have also emailed the email provided for payment inquiries but that has been ignored also. I made the order on the 5th August and received the items roughly 7 days later, it is now the 28th August and no progress has been made.
The website only provides an email to contact them, no phone number and no location either.
i have absolutely no idea where to turn, please advise i'd really appreciate it as the order cost me over £120.

Many thanks, Frank.

OnlineShoppingRights Editor 07/08/2017 at 10:48 am

What is different apart from the colour and the stitching? If you can pinpoint something in particular that makes it obvious that it's different, i.e the depth of the mattress or the fabric it's made from etc, then you can return it as "not as described" - this means you shouldn't pay the return costs. If you are simply returning on under consumer rights legislation that means you can return items purchased online within 14 days, you may have to pay return costs.

Teds 03/08/2017 at 2:40 am

Hi, I bought a mattress from an online company with free delivery, but when the item arrived it wasn't as pictured on the website, I mean it looks like a completely different mattress, and the only similarities are that They were both coil sprung with a memory foam layer, but the company does state on the website that colour and stitching may vary. So after asking them for a full refund (which they confirmed), they collected the mattress and have now taken a £20 charge out of the refund for the collection fee (which they said they wouldn't do). Is this legal? And is it legal for them to advertise the wrong image for a product but state that colour and stitching may vary for example?

OnlineShoppingRights Editor 31/07/2017 at 2:23 pm

If the order has been processed, it's simple, just return it via your usual conumer rights to return items bought online. You have only allowed them two days (or maybe less at the time of writing) to establish whether the order has been processed, picked, despatched and to get back to you with a response.

Maxxy 31/07/2017 at 11:52 am

Hi, I recently bought garden willow online. It cost £17.99 with free p&p. When it arrived I realised I needed a 2m height Willis instead of the 1.7m I accidentally ordered.

On contacting Primrose they said they would offer a full refund but I would need to pay for p&p. The charge to return product is £17.26. Their response is to sell it on eBay.

All I wanted was an exchange. What can I do?

JEN 28/07/2017 at 12:15 pm

Hi. I ordered a scooter from Halfords online 26/7 and after paying for it realised the delivery date would be longer than I expected so called them straight away to cancel the order. However they are refusing to refund my money until they have received confirmation from the supplier to say the order has been cancelled by themselves and has not been dispatched. Which seems to be taking a long time. Looking for some advice on Halfords refusing a refund until this time.

OnlineShoppingRights Editor 28/07/2017 at 10:34 am

Yes some retailers extend the "hygiene" exceptions to cover swimwear. As long as they make this clear on their website then there's not a great deal you can do.

meghan123 25/07/2017 at 2:32 pm

Hi,

I recently ordered alot of swimwear from the website 'shein' for choice. But they say they do not accept returns of swimwear. (I was not aware of this when ordering)

All of the items are unused and still have the 'hygiene sticker' in them, so do they have to accept the return and give me a refund?

thanks.

OnlineShoppingRights Editor 25/07/2017 at 12:53 pm

No, any item bought online can be returned unused within 14 days for a full refund.

Simonz 19/07/2017 at 10:35 am

I purchased a dress from an online retailer, it unfortunately didn't fit and I returned within 48 hours, the retailer is refusing a refund as the dress was in the sale and their terms and conditions listed on their site says no refunds will be given on sale items, only a credit note or exchange. Is this correct?

OnlineShoppingRights Editor 03/07/2017 at 2:06 pm

If they are claiming to be in the UK, then you should be able to take action under the Consumer Rights Act. Ask them for their UK address. Then write to them giving details of how you feel the item has been incorrectly described. If they are not operating from the UK but claim they are, try the ISPA - you might at least be able prevent other people having the same experience.

Marina 02/07/2017 at 10:45 am

Hello.
I bought made to order wedding dress from a web site claiming to be a UK-based compny.When I received the trucking number I saw the dress traveled through Germany and France,so I guess it's comming from an Asian country.
When I opened the parcel the dress was not as described.In the product description it says satin and it actually is tulle.Also there was detachable part of the dress which is not detachable because it's sewed on to the dress.The cut is mistaken,but I guess this is a bit dificult to argue.I e-mailed the seller with all my concerns and they are refusing a refund.They do offered me a discount for next purchase,which will not happen after my experience.What can I do to get a refund and send the dress back?

OnlineShoppingRights Editor 15/06/2017 at 11:48 am

There is an element of caveat emptor here (buyer beware). If the material was important to you at the time of ordering, then maybe you should have investigated this before making the purchase. We're unsure whether eyelashes come under similar exemptions as, for example, earrings for pierced ears, sorry.

teebag 14/06/2017 at 11:30 pm

Hi I bought a woven shopping basket online. When I received it the handles were so small the back of my hand was being scraped by the basket. I contacted the company and sent pictures and they said that they have not had that complaint before and I could send it back for a refund. I paid for the return postage costs. They refunded the cost of the basket only. I emailed and asked for a refund of the postage costs both for sending and returning the bag. The seller said that they had looked at the handles and felt they were fine so the bag was not faulty. As a gesture of goodwill they refunded the postage costs I paid when I purchased the bag but not the £6.00 I paid to return the bag. I pointed out that the photo on their website showed much larger handles but they refused to refund the postage. Is this correct under the law? Thank you

Sam 12/06/2017 at 12:02 pm

I purchased some strip eyelashes and assumed they were made of synthetic material when actually they are human hair, I've contacted the online company to return these and they have declined to refund. On their website it's says all sales are final in the terms and conditions it also says they only accept returns of faulty goods. However they don't mention the composition of their lashes on the website and they ar claiming they don't have to. They also have said due to the nature of the product and hygiene reasons they can't accept the return even though I have not opened them. They are saying they wouldn't be able to re sell. Is this right.

Sue Palam 29/05/2017 at 3:10 pm

Hi I bought a pair of towels from Argos online and collected in store . They offer a 30 day back money guarantee for items in a resaleable condition . As I paid online and collected in store the distance selling regulation does not apply . I cannot have a refund as the bag was torn to be opened . I think this is all unfair as the item was not able to be open with out tearing the bag it came in. Is there anything I can do?

OnlineShoppingRights Editor 24/05/2017 at 12:24 pm

If the goods are faulty within the first 6 months following purchase, it is not up to the consumer to prove their claim, it's up to the retailer to prove the fault wasn't there at the time of purchase/of satisfactory quality/fit for purpose. Yes ask for items to be returned in a convenient way at no cost to them (the retailer must bear the cost of postage when faulty goods are returned).

ThirstyKirsty 23/05/2017 at 9:31 am

Hello,

I work for an online retailer of used item and wonder, when a customer reports to us that something is faulty, if they can't support their claim with a photo, are we within our rights to ask for the item to be returned if we pay the return postage?

Thanks,

ThirstyKirsty.

OnlineShoppingRights Editor 22/05/2017 at 12:57 pm

If a replacement is faulty you have the right to a refund or replacement - it's not your fault that the retailer took so long to repace it.

Abc 21/05/2017 at 2:38 am

Hi, I bought a facial brush originally in Feb 2017 and fast forward to now I have been given another one as a replacement in May 2017. The replacement I have received is damaged, unpresentable, dented and scuffed and even the retailer agrees it is unacceptable yet I have been told I cannot get a refund as I originally bought it in Feb 2017. I received my replacement less than 2 weeks ago so does the 14 day rule still apply to me? I don't know if it makes a difference that I was falsely reassured my replacement would be of a satisfactory quality?

Bee 20/05/2017 at 1:59 pm

Hi,I brought a bed off a Facebook selling account for £300 they delivered for £10 I gave cash I received no receipt I asked for one after I handed over my money to be simply told to contact the seller and he walked off,on inspection of the bed all wasn't as it seemed to the images online the mattress was advised as 10" but was 8" this has an effect on how the bed looks the design on the headboard isn't flush with the mattress because of the mattress being to low the mattress needs to be at least 13" to fit,I IMMEDIATELY contacted the seller to inform them and asked for an exchange (it's still in its packaging) to be told no no refunds because it is an kingsize bed I was NEVER told ANYTHING about the refund policy through the Facebook page or on delivery,I've contacted them but they are ignoring me,I'm extremely upset as I've saved for the bed to be just robbed and left with a bed that was missold to me,please can you tell me we're I stand.Thank you.

OnlineShoppingRights Editor 17/05/2017 at 12:27 pm

Unfortunately because the company is not UK based, our laws will not apply to them. Check with your credit card company to see if they can help.

Melissa 16/05/2017 at 11:11 am

Hello

I bought some shoes from BHLDN (american bridal shop ran by Anthropologie). I payd £120 for the shoes, £30 for the postage and £31 for customs.
The shoes arrived and they are the wrong size.

They have offered me: 20% off the price of the shoes to keep them OR I send them back (paying for the postage) and they will refund the price of the shoes.

This means I either keep the shoes that don't fit and get around £30 back OR I lose out on about £70 postage to send them back.

This is really frustrating as I live in England and so I can't call them or visit the store, and they are replying to me emails after 48 hours and ignoring the parts where I express my upset and would like a manager to call me.

I was just wondering what my rights are here as it is their fault as they sent me the wrong shoes.

Thanks
M

OnlineShoppingRights Editor 27/03/2017 at 12:18 pm

If the service provided has clearly not been as described or up to standard, you should try contacting the restorer first of all. They may be willing to offer you a refund so you can ask someone else to have a look at it. If the restorer is unwilling to pay, then you may have to take action via the courts. Hopefully you will have pictures of the candelabra before and after?

annben 25/03/2017 at 7:24 pm

Hello,
I sent an antique candelabra to be repaired. I paid over £500 for the repair. When it arrived home-today, it has a completely different shape to its matching pair, and the part where the candles sit is at such an angle, it is impossible to stand a candle in it again.
What can I do? I am angry that I was forced to pay all this money without seeing the candelabra, and now I know why. ! How do I get my money back? it was a supposedly reputable antique restorer.
Any advice greatly received. Thank you.

OnlineShoppingRights Editor 22/03/2017 at 1:59 pm

EGlobal Central is the retailer and should deal with your query. The legislation that applies is the Consumer Rights Act 2015. The relevant points are in section 24 parts 5 and 6 as follows:
A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations

(c)the consumer has required the trader to repair or replace the goods, but the trader is in breach of the requirement of section 23(2)(a) to do so within a reasonable time and without significant inconvenience to the consumer.

Tommyj 19/03/2017 at 5:31 pm

Hi. I'm hoping somebody can give me some advice. I purchased a brand new mobile phone from a large online electrical retailer. (eGlobal Central). I purchased via PayPal, unfortunately the phone stopped working within 4 months. I contacted eGlobal regarding a warranty return/ repair. They gave me a uk based address stating this it is there UK workshop. I sent the phone via Recorded delivery insured for more than the value of the phone, the package was received and signed for on 30/12/2016. I was then informed the item had been sent to china for repair... I had confirmation they had received the phone and the phone requires a repair which will take 4 weeks from 15/01/2017. I have had various communications with them since and every reply takes a minimum of 7 days and merely states " You're item is still in for repair, we will inform when we receive an update ... we apologise blah blah blah.
Having Googled this company since I get the impression that the chance of having a refund or my repaired phone is slim to none. Finally.... after further research the U.K. Based service Centre is I global courier firm in Chessingtin (IMX). I have proof of receipt of my item at IMX and copies stating they have returned said item to China.
My question is can I legally regard IMX responsible for my item as they signed for possession and initially I was given no indication the item would be returned to China.
My apologies for the length but I wanted to be clear. Any help is appreciated.
Many thanks.

OnlineShoppingRights Editor 14/03/2017 at 1:56 pm

If you're returning them because you don't want them (i.e they're not faulty), you will need to check the seller's terms and conditions on this. The seller's terms and conditions or returns policy should state who pays the cost of returning an item. If they don't state this, then the seller has to cover the cost. There is nothing that states you have to pay if the initial delivery charge was free in the consumer rights but if you had to pay to return the costs as well as for the initial delivery, this might be deemed unreasonable.

Kaz 12/03/2017 at 4:55 pm

Hi I bought some car accessories from an online store through Amazon I want to return the goods and have notified the seller they are refusing to refund all of money paid and are deducting original posting costs from the refund I disputed this they then said its handling costs I again disputed this they are saying they can do this ,the item was free postage should they refund All the money ?

OnlineShoppingRights Editor 28/02/2017 at 10:14 am

If you purchased the chair online, you have the right to return it within 14 days, because a photograph is not always enough to base a purchase upon. Check the stores returns policy for details of how to do this.

jakc 26/02/2017 at 11:38 am

I bought a recliner chair from a UK company. They delivered it, unpacked and assembled it. They delivered it at 4.50pm last Friday and left at 5.05pm. We had to go out at 5.00pm so I couldn't give the chair a good test. When we returned I tried the chair for 2 separate hour sessions. I found it very uncomfortable to sit on. I should, at this point, explain that I suffer from back problems and suffer from the after effects of a stroke. I tried the chair again on Saturday over a 4 hour period, using various cushions to try to help with the comfort. The chair was very uncomfortable and caused the right side of my body to stiffen up. Since then I have spent my time in bed, as I have nothing to sit on. I had a different recliner chair, which I paid the company to take away, for some 6 years and could sit in it from morning until bedtime with no ill effects.
What are my rights regarding the supplier of the new chair, please?

LV 28/01/2017 at 9:20 am

I order a tailored made DIY sliding doors. I used a measuring tape with feets and meters, and converted the figures to millimetres, which they required. In order to make sure I don't get it wrong, I went to my local branch of the online shop to confirm the figures, which they informed me were correct. The problem started when it came to delivering the goods, the delivery company only have 2 days out of 5 working days when they delivers to my area and these particular days of the week will mean I have to take the day off work. The fact that this was not mentioned when I was ordering the products and that I am paying for the delivery really made me upset.

Obviously I had problems with the products as they were too small and I was told that the company I bought the product from is different from the company I thought I was dealing with, that my visit to the local shop and relying on the confirmation that the figure I measured and subsequently converted was irrelevant. The annoying part of the process is that I navigated the page I processed my order through the local shop's webpage. They have concluded that I provided the wrong measurements and the fault is mine. I intend to raise a query with my bank as I paid using my credit card. The order is not cheap and I can not use the product.

OnlineShoppingRights Editor 27/01/2017 at 2:41 pm

Yes your the Consumer Rights Act 2015 gives you 14 days to return the goods for a refund. You may have to pay the cost of return postage (usually the retailer terms and conditions will say).

vivagirl 26/01/2017 at 6:00 am

Hi there. I bought some items from an online company that were not suitable for me. The company claim in their t&c's that 'As a new and small business we are unable to accept returns or offer refunds, but if there is an issue or problem with the product we of course want to know and will do what we can to help you. Please do not send anything back until you have spoken to us. Email with your issue to ..... and we'll be in touch'. I emailed them twice within 7 days of receiving the goods – as well as informing them that their t&c's were misleading to customers, but haven't heard anything back. The items total £60. It's been a week since I first wrote declaring my wish to cancel/return. I understand I have 14 days to return from the date of writing. What do I do if I don't hear back from them? Incidentally, bought with Visa Debit in case I can pursue via that route.

OnlineShoppingRights Editor 17/01/2017 at 12:58 pm

If they were purchased from an online store, you can return them within 30 days of purchase for a refund. If the purchase was from a shop, then you can only return them if the company's terms and conditions say you can. It sounds to us as though they were bought from a shop and do specify a time limit for exchange. You could still try and return them if you have the receipt, they're in the original packaging and clearly haven't been worn. The retailer may give you a credit note as a goodwill gesture. Otherwise, your consumer rights can't really help you - and you may have to try and sell them to someone else to recoup some of your losses.

Jermaine 16/01/2017 at 3:06 pm

My partner bought me some trainers online that are too small. It's now after the stores exchange policy. What can I do as I'm getting told they can do nothing about it.

OnlineShoppingRights Editor 10/01/2017 at 12:12 pm

No, your consumer rights to return online purchases exclude made to measure items unless they are faulty.

LS 09/01/2017 at 12:33 pm

Hi, I brought some tiles from an online shop. The tiles were made to order. The returns policy on their website states that returns are accepted. It does not state that made to order tiles are exempt. In no written communication I have does it state that made to order tiles are exempt. Am I within my legal rights to send them back and get a refund?

sistax 03/01/2017 at 10:32 pm

Hi,

My friends has an online shop and sells t-shirts which he gets them printed by an UK screen printer.

One customer bought a t-shirt beginning of November 2016 and sent a complaint after 60 days and claims the print is peeling off.
She wants a full refund after she washed it and worn it only once and allegedly it was a present for her husband for Xmas.

However, is she allowed to get a full refund after 60 days although there is no proof of how she washed the t-shirt?

Col 01/01/2017 at 3:24 pm

My partner bought me an engagement ring online and it is too small. Does he have the right to exchange for different size? Can the company reguse to exchange.

Di 31/12/2016 at 7:09 pm

I purchased some pool balls online as a Christmas present for my grandson. They turned out to be the wrong size and were not used. I paid delivery and accept that I shall have to pay to return them, but the company informs me that I won't get a full refund, it retains 15% for restocking. Is this common practice? I've not come across it before.

Col 30/12/2016 at 12:55 am

Hello,
I have bought a dress from a company in the UK online. The dress was in the sale. It arrived today and it doesn't fit. Its too big and the style doesn't suit. I will return tomorrow. I have just read the returns note and it states that items in the sale receive a credit note or exchange only. I don't want anything else and want my £55.00 back. Is this correct? Can I not have my money back?
I appreciate any help on this?

anntI 30/09/2016 at 10:16 pm

I purchased a bottle of perfume from a seller on Amazon. I decided I did not want it and tried to cancel, the seller had already dispatched. The parcel arrived in two days I did not open it, packed it in a sturdier box and there it is still.
There is no way I can return it because it came from France.
All the couriers I have contacted refuse the parcel because it is banned to carry perfume as it is deemed a hazard. Amazon are refusing to help. I paid over £300 for a no longer wanted item.
The seller must have sent the jiffy bag containing the perfume and not declared what the contents were.
Do I have any rights in the case?

OnlineShoppingRights Editor 28/09/2016 at 12:53 pm

If they have already refunded you in error it might make sense to use this as part of a genuine refund in the same period. However, if you have not been fully refunded for an item that you have returned, the company is in breach of the consumer rights act. Bear in mind that the refund can take up to 14 days after you've returned the goods, or have evidence that they were returned.

Cob 27/09/2016 at 7:26 am

QVC are withholding refunds to me on some unused items I returned within the 30 day day frame The reason is they refunded me in error on a separate item and they wrote to me asking permission to debit my account I signed the letter weeks ago but they are withholding refunding me on other items for no legitimate reason other then they say they have not received the letter.... Can they just do that? It's separate items and one has no bearing on the other!

OnlineShoppingRights Editor 13/09/2016 at 11:06 am

You do have the right to return items bought online up to 14 days from the day you receive them. However, the trader can make a deduction from any refund if the value of the goods has been reduced as a result of you handling the goods more than was necessary.
With regard to packaging a trader may ask customers to take care when they open the package or return goods with the original packaging, but they cannot insist on this. So as long as you have only opening the mattress to look at it and tried it once, you should receive your refund.

Fey 11/09/2016 at 8:40 am

Hello,
I bought a single mattress online with "Groupon" for £109 (at a reduced price according to their website) and it is of poor quality and very uncomfortable but their return policy says that mattresses,beds and other items cannot be returned once opened.
How am I supposed to try the mattress if I do not open it?I have contacted them the first time and their reply was that I should look at their return policy to know if I could return it.(even thought for other items I have returned in the past they would tell me to return the item NOT to look at their return policy so I am guessing they are trying to save time).
I emailed them a second time few days ago to tell them that I wanted a compensation (a refund, vowcher or credit added to my Groupon account) even thought their policy says I cannot return it if opened but they have not replied to me this time.
I also said I will not give up on my rights as a customer until I am satisfied.
I have been a customer with Groupon since 2012 and I have spent thousands of pounds with them and I really feel their policy this time isn't right.
What shall I do now please?Thank you for your help.
Fey

OnlineShoppingRights Editor 06/09/2016 at 10:38 am

If the goods are faulty you can return them for a full refund in 30 days. If you bought the item in a store you do not have an automatic right to refund if the item is not faulty. You should check the retailer's terms and conditions for this.

Jimanee Kricket 03/09/2016 at 12:40 am

I bought a vape mod off a uk retailer however I am not happy with the item but the retailer has refused a trade for another device what do I do ?

Sami 30/08/2016 at 10:12 am

If I change my mind about a purchase, should the retailer refund my postage costs?

They already offer free returns, but I wondered if I was entitled to the postage fees back or not.

Many thanks,
Sami

OnlineShoppingRights Editor 26/08/2016 at 2:49 pm

No you are entitled to a refund if you have purchased them online, regardless of whether they were in the sale.

bigned 23/08/2016 at 2:22 pm

I bought several items of clothing online which were in the sale, None of these fit properly and I have been informed that I can return and either exchange or get a credit note and not a refund - is this legal.

REgards

OnlineShoppingRights Editor 23/08/2016 at 11:50 am

Probably not. In general are responsible for returning any items and unless specified in the terms and conditions, the retailer is responsible for the cost of return.
If you feel that terms and conditions are unfair, or that policies are deliberately hidden in small print, you have the right to dispute them

Rebecca 20/08/2016 at 1:24 pm

Hi,
I bought a tablet from Gearbest unaware that they do not sell from the UK (despite having an ecommerce office in the UK as stated on the website).
The item was faulty and they offered full refund.
My problem is with the return shipping which was £ 76 and they say they do not reimburse that and it is clearly stated in their return policy.
Considering that I have learned my lesson the hard way I cannot believe that an oversea seller can simply foresee in their return policy that shipping refund is not available.
That to me constitutes a flaw in the system and allows all sorts of unfair behavior from non EU seller (especially Chinese) whereas UK and EU seller have stricter guidelines.
Is that any way I can get my 76£ back?
Thank you

OnlineShoppingRights Editor 01/08/2016 at 2:42 pm

Is this a UK company? You do not have to pay for the repairs in fact if you bought it online you have a right to return it within 30 days for a full refund under the Consumer Rights Act 2015. Try your local Trading Standards office as soon as you can.

Leighsn 01/08/2016 at 10:08 am

Bought a fit bit from global centre £85 not working can't send back no invoice came with it they are saying if faulty I have to pay for repairs ??? I bought this 2 weeks ago. They won't give me return address?

Munchkin 27/07/2016 at 11:02 am

Ordered 4 items from retailer in America 4 months ago. Send 2 items back tracked delivery at a cost of £22. Since returning items have emailed company 4 times to chase refund with no response to emails whatsoever. Company is based in America but goods seem to have come from china. What is our next step, as they are blatantly ignoring contacts via their website

Lion 15/07/2016 at 1:17 pm

I bought a skirt from an online company the page attached to the purchase page stated I had 14 days to return. They did not add that sale items were different - that was on there terms and conditions page but as I believed I had read the return policy so I didn't read the full terms. I want to send the skirt back but they refuse to refund me. Stating they clearly said no refunds. Exchange only. I don't want to exchange as there isn't anything from their company I want to buy. Please advise.

Djb 11/07/2016 at 6:44 pm

Hi, I ordered some golf shoes from an online store, but unfortunately they don't fit. I have sent 4 emails to this effect, and would be happy to exchange (and offered to pay additional postage) for s larger size or be refunded. The company is not responding to my emails and not answering the phone, and when I search for reviews online I find other people have had similar issues. Should I just return it recorded with a note asking for a refund as I can't contact them? What should I do if I send them back and get no refund? They only arrived last Thursday. Thanks

OnlineShoppingRights Editor 11/07/2016 at 12:31 pm

Direct the customer to the details of the Consumer Rights act that states "you're only entitled to an automatic refund if you return it 30 days otherwise you can must give the retailer a chance to make a repair or replacement" Contact them and ask them if they need help with returning the item...if it's bulky or needs special packaging, this might be putting them off. If they don't return, it don't refund them - you've done everything you should do from your point of view, so unless it's a cheap item and you don't mind forgoing one, then stick to your guns.

Akajhan 08/07/2016 at 10:20 pm

A customer reported an item we sold as faulty but refuses to return the item for a refund. They are requesting a full refund but will not return the items. What are we supposed to do? It is an online sale.
Thank you

OnlineShoppingRights Editor 08/07/2016 at 2:20 pm

Yes if an item is not as described or faulty, you should be refunded any delivery charges.

SteveS 06/07/2016 at 5:58 pm

I bought a Windows 8 laptop online and checked by phone that it would by Win8. When it came it was Win10 and they did not have another Win8 version and so offered me a refund. I had to take it to a collection point to be collected. They have now refunded the price of the laptop but not the £10 delivery charge that I paid for next-day delivery, so I am £10 out of pocket through no fault of my own. Is there a regulation that says they owe me postage?

OnlineShoppingRights Editor 09/06/2016 at 9:41 am

How does it affect the consumer act? Was it advertised as a non EU when you bought it? If so, it's unlikely you can return it after 30 days unless it's faulty.

Yanky 08/06/2016 at 12:33 am

I bought a Samsug gear S2 from an UK seller in Amazon but it's a non EU version and it's after 30 days can I return it as it affects the consumer act

OnlineShoppingRights Editor 27/05/2016 at 11:36 am

As it's an online purchase, the company must offer a refund if you've told them within 14 days of receiving the dress that you want to return it. You have another 14 days to return the goods after telling them. You may have to pay for the cost of returning the item depending on the company's terms and conditions.

Linkylou 26/05/2016 at 8:00 am

I bought a dress from an online shop which was in the sale and it stated on the site no refunds or returns on the offer. The dress is not as good quality as I expected and also a little tight. It was not cheap even at sale price. Do they have a right to say no refunds or can I contact them stating the right I have to return as not fit for purpose?

OnlineShoppingRights Editor 04/05/2016 at 10:37 am

Many sites (ike Tickemaster), have a section that helps you resell the tickets (if anyone is available to buy them). You may not get the full value and they will make a charge for providing this service.

dave 01/05/2016 at 4:49 am

Me and some friends ordered tickets for V Festival in August. But family reasons mean we can't go to it now, we haven't received the tickets yet but the site we used, which is official, says no refunds. Is there anything we can do to get at least some money back?
Thanks

OnlineShoppingRights Editor 22/04/2016 at 2:02 pm

No you cannot return earrings under consumer legislation due to hygiene reasons. If they are faulty however, your rights still apply.

Lizelj 21/04/2016 at 2:14 pm

Hi I have bought 2 pairs of earrings on line intending to only keep 1, however the company now say I cannot return earrings even if I have not opened the packaging. Are they allowed to do this? The state no quibble returns and only when you look at the full returns policy does it say no return on earrings

Kaytee73 08/04/2016 at 11:59 am

Hi,
I buy secondhand clarinets, I then do a complete service on them, sell them on, all done on the internet
I have just had someone return a clarinet, the reason; his words I bought it for my girlfriend but before giving it to her we had a row I want to return item if I pay return postage I agreed
He chose to pay return fee to internet Co.
The internet Co. I use are telling me I have to pay the TOTAL PRICE including return postage
I am paying for a row that occurred between two people that had nothing to do with me, nothing to do with the instrument, my instrument was perfectly O. K no problems confirmed by his own admission ( we had a row). If you could advise would be very grateful Ken

OnlineShoppingRights Editor 06/04/2016 at 10:39 am

Have you tried phoning? Keep the proof (emails etc) that you have attempted to return the item - there is an obligation on companies to make the returns process as convenient as possible. If there is an address you could consider sending the item back in its original packaging - make sure that you get a certificate of posting and also recorded delivery so that you have a signature of the person receiving it.

Ahull 03/04/2016 at 11:06 am

Hi purchased wifi contract online which included ipad mini changed my mind and cancelled. contacted them they sorted it all out and said would send returns package but has not arrived. i email but still not sent what are my rights has dont want to end up with 2 year contract because not returned
thanks

OnlineShoppingRights Editor 16/03/2016 at 2:29 pm

You may be able to put a claim for compensation from Royal Mail. They will follow this up with the retailer before paying out which might help the retailer "find" the parcel.

cat 15/03/2016 at 11:50 pm

I returned a dress I bought from a company via Amazon. I have 1st class certificate of posting and used their return address label but the company are saying they won't refund me because the item never arrived back to them. The post office say they do not have it. I have proof of postage. How do I know the company are being honest as they can't prove they don't have it back. By law, should I get a refund? I don't have the item. As far as I know, I returned it and can prove it.

keith 26/02/2016 at 4:12 pm

My one year old managed to get a hold of my playstation4 controller. Literally in the few minutes it was in his possession I received two emails from PlayStation saying 'thank you for your purchase'. To my bemusement and frustration my son inadvertently purchased 2 lots of 'in game credit' for a game which I do not own at £90 each.

After contacting PlayStation (and with great difficulty) I managed to get a refund of the funds. however they would only refund my online account and will not refund the monies back to me my bank account.

I am now in a dilemma whether to take legal action by means of small claims court process.

Basically if you sign up for the PS Network for a month or three months they will automatically renew your subscription on a standing order and give you very little indication that they do this and when your account is in this mode ordering items through the PS4 is literally a few clicks away. I believe this very shroud tactic works in favour of PlayStation and to the customers detriment as per my experience. Parents and gamers alike please be careful!

Ron 10/02/2016 at 10:30 pm

Purchased a gas hob, had it fitted by Gas Safe engineer,cost £50.
After installation fitter found one burner faulty. Company say it will pay only for return postage meaning I will have to pay to have hob taken out
then pay to have a replacement installed. Please can you
tell me where I stand on this issue.
I look forward to your reply.
Regards
Ron

OnlineShoppingRights Editor 04/02/2016 at 12:27 pm

Under the consumer contracts regulations any terms and conditions that say you must cover the cost of returning the goods does not apply where items returned are faulty.

Pearl 03/02/2016 at 9:57 am

Hi I ordered a bouquet for my sister from Lovelyfloraworld as she was poorly. They arrived on the day stated, but were not as described and of very poor quality. They were dead within 2 days. I have contacted lovelyfloraworld who advise that they want the 'dead' flowers returned with all packaging before a refund can be given even though I have forwarded photos. This can all be posted back even though as they are perishable it does seem very unhygenic, but tgey are refusing to refund any postage charge.

Cp 17/01/2016 at 11:55 am

Hi, I've purchased something from a U.K. Based online store and sent it back last month, they have failed to refund me after me repeatedly emailing them. They're ignoring my request to be refunded even though they have the goods back! What can I do?

OnlineShoppingRights Editor 07/12/2015 at 2:44 pm

The seller must refund any delivery costs that you paid as part of the order. You may have to pay the cost of returning the goods depending on the seller's terms and conditions which should state who pays the cost of returning the item. If there is nothing stated about this in the terms and conditions then the seller should pay for returning the item as well.

SL 06/12/2015 at 2:21 am

I purchased a few things on Lookfantastic but cancelled my order within two hours. I was told that the cancellation failed as the products have already been in the dispatch process. In such case, I can still return after receiving the products. However, I have to bear the cost for return delivery. As the policy says that cancellation can be made in 14 days for no reason, my cancellation was made soon enough in two hours but failed. Is the cancellation policy reasonable? Am I suposed to bear the return delivery cost? What is my right in this situation? Thank you.

Bob White 03/12/2015 at 7:17 pm

I have recently bought a £525 Gazebo from Gala Tents in the UK online. It was delivered in prompt time, yet the weather was too bad to put it up to see it was all okay, so it was a couple of days later that we got it out of the packaging and tried to put it up. We got the frame to a point when we thought we should put the canopy onto the frame before it got too high to do this. This is when we notice a tear in the canopy, I intstantly took a photo of the tear and we decided to not go any further and packed this away. I sent the photo to Gala Tents, explaining the situation. I was met with defensive and accusing emails from their Customer Service, stating they could CATAGORICALLY STATE this was not delivered to us in the state I am saying. I have tried through email to get them to replace the canopy or refund me my money yet they constantly say I am at fault and it is not covered under warranty. I emphasis that this has NOT been used. Please advise how I stand as I feel this is totally unacceptable behaviour from a company.

OnlineShoppingRights Editor 06/10/2015 at 2:15 pm

This does not look as if it's a UK company. The terms and conditions relating to returns on their website seem incorrect (stating that "Goods cannot be returned") and there are lots of spelling mistakes and the figures quoted (in the terms and conditions) are in dollars. Take a trip to your local trading standards with all the details of the sale and any communication etc

Cheechneens 05/10/2015 at 8:49 pm

I bought £127 worth of goods from jollychic on Internet, the sizes are not as advertised, they have made me send them pictures of each item with a tape measure. They have agreed to refund my return postage only if I use "post mail" and they won't send me a returns label. It will cost me £150 to return them to China, which is the only place I can return them to, I can't rerun them to their Manchester address. I worried that I will have to pay £150 and I won't see my refund or the postage ever again! Can they do this? I have asked for clarification of what "post mail" is but they are not responding, I have asked if I can use any courier but they won't respond. Can they force me to pay extortionate returns prices? What if they choose not to refund it?

OnlineShoppingRights Editor 18/06/2015 at 11:29 am

@Emteekay. This is something that 6 years on you'd find very difficult yo prove.as the stone could have been replaced etc. If at the time you'd realised, then of course you could have taken action under both the Sale of Goods Act and the Consumer Protection from Unfair Trading Regulations. If you think the business is still selling the same ring you could ask Trading Standards to investigate.

Emteekay 13/06/2015 at 4:09 pm

My partner bought my a 1ct diamond ring as a gift 6 years ago from littlewoods, I always knew that the cut or clarity wasn't the best but was unsure what he had paid for it. Haven't recently had it valued I was shocked to discover it was only worth approx £100 despite him paying £1200! I checked and littlewoods are still selling the same ring, the picture looks nothing like the stone that is actually in the ring. Can they get away with this?

OnlineShoppingRights Editor 27/04/2015 at 12:33 pm

@stevennield. You are entitled to a full refund including any delivery charges that you paid for when ordering. However, you are not entitled to a refund of the costs you incur when returning the items if they are unwanted. If the goods are faulty you do not have to paid for the returns. Sport Direct does make this clear on its terms and conditions and occasionally gives you the option to purchase a returns label at the time of ordering.

steven nield 22/04/2015 at 12:51 pm

Bought some jeans online from Sports Direct, they don't fit me so i asked to return them and was told i have to pay the return postage myself, they said they are not responsible for return postage, several of my friends claim they en counted the same problem, some said they didn't bother to send some stuff back as it wasn't financially viable , could someone let me know if this is legal because i have always thought it was the sellers that had to pay for returns if goods were bought on line.

many thanks
S Nield

OnlineShoppingRights Editor 20/02/2015 at 2:44 pm

@Haystack1. Ask the shopkeepers for proof that the parcel was sent back to collect +. Send this to Sport Direct and inform them that CollectPlus are not communicating with you. If they cannot sort it out satisfactorily with you, take it up with your Credit Card company or Paypal depending on which payment method you used.

Haystack1 18/02/2015 at 10:03 pm

I purchased a few things from Sports Direct in January and chose the Collect+ delivery option. After a mix-up with the Sports Direct database the delivery was made in the name of the shop rather than the customer, meaning the shop wouldn't let us take the parcel away. After numerous conversations with Collect+ Customer Service and the shopkeepers the parcel was said to be sent back to Sports Direct. This was almost 3 weeks ago and the tracking information states that the the delivery has been 'loaded onto a van for delivery' and 'processed at the hub' every day since then.
I have been in contact with Collect+ again and they won't respond, and Sports Direct won't issue a refund without receiving the parcel.
What are my rights in this situation?

OnlineShoppingRights Editor 26/01/2015 at 2:32 pm

@Alex. try typing into a search engine to see if you can find any alternative phone numbers. Failing that - write to them and give them a deadline, suggesting that you will be contacting Trading Standards about them if you don't receive it (or a refund) by then.

Alex 23/01/2015 at 7:20 pm

Hi, hopefully you can give me some advise as starting to get slightly fed up!
I ordered a bridle which was a Xmas present. When I opened it I realised it was faulty, odd size straps when they should be same and rings that straps should fit through that were not big enough. I messaged supplier saying about fault, they agreed it was faulty, a design fault that had not been noticed by the manufacturers. Sent it back 3weeks ago. The supplier does not have a contact phone number and is very poor at replying to emails. I am getting fed up now with waiting. Was told last week that shipment was on its way and i should have the bridle in a few days. This week was told part of shipment was in but had been split so they were waiting for the rest.
Today I asked for my money back if replacement bridle is not despatched by Tuesday 27th. I have had no reply again to this email. Very frustrating not getting replies and not been able to talk on the phone. Can you please give me any advise as to what I should do next.
Many thanks
Alex

OnlineShoppingRights Editor 13/01/2015 at 10:23 am

@chublar. This would be classed as distance selling as it was not a face-to-face or on premises sale and under the distance selling regulations, you are within your rights to change your mind (within 7 days of receiving the goods), return the goods and get a full refund.

Chublar 10/01/2015 at 5:10 pm

I bought a dress which I saw on an Internet site for a retail shop, online ordering was not an option, therefore called and enquires about the item. The dress was in the sale, which had prompted my call. The advisor asked me if I had tried the dress on or seen it anywhere else and I advised I had not. I was advised that I could be given the measurements of the dress but advised as I am currently losing weight I was buying the dress a size smaller than my usual size therefore did not think the measurements would be of help to me at this point. Now I am normally a size 18 but have lost some weight and do wear some size 16 clothes therefore thought ordering the dress in a 16 would be ok. The advisor told me that as the dress was in the sale I could not return it. I found this strange as I thought I was protected by what had been the distance selling law which has been replaced in June 2014. I received he dress today and no way is it a regular size 16, and a shop local to me who sells this particular designers dresses advised you need to go up a size,I have called the shop and they have listened to my concerns but have advised me that buying over the phone does not have the same protection as buying online which is not my understanding when reading the new regulations which came into effect last year. I am waiting on a call from the shop manager on Tuesday but really looking for advice to see if I am entitled to return the dress even if I have been advised you cannot return sale items . Thanks in advance

OnlineShoppingRights Editor 04/12/2014 at 1:56 pm

@loobylou. Call them again (on the sales order number if you have to, as they will always answer!). Ask for an alternative method of returning the item. If you are still not satisifed, contact Trading Standards.

loobylou 02/12/2014 at 8:29 pm

I bought a sewing machine from studio 24 I had to return it because it was faulty and they replaced it no problem but the second one is faulty and I am now trying to return this one too, in order to get a full refund I have been trying to do this since November 21st they keep promising the courier the next day but they never come, I have made 8 phone calls and sent two emails every phone call I get the same promises and the emails have never been answered and I am still left with a useless sewing machine and £40 lighter.
what do I do next? I am really frustrated with them now.

OnlineShoppingRights Editor 21/11/2014 at 12:28 pm

@Agnes. If they are not responding to your phone calls or emails, you will need to write a formal letter of complaint asking them what they propose to do. Enclose a copy of your proof of delivery and the tracking number. If you do not receive a response within 7 working days, take all the information to Trading Standards. Did you return the items via post? If so, you may be able to claim compensation - ask how to do this at your local post office.

Agnes 20/11/2014 at 1:02 pm

I returned sth to the Mango online shop within the right time, I have a tracking number and proof of delivery but they claim they have not received it, then they ignore my emails and phone calls, what do I do ? its frustrating and I feel helpless.

PG 01/09/2014 at 4:41 pm

I'm having the same problem with Capezio. I bought a leotard online which was too small. I've kept all the tags and there was no hygiene strip. They are claiming removing it from the plastic bag constitutes a break in hygiene but that's how they are sold in store. I've tried exchanging it in store but they won't allow it either. I've read through their terms and conditions and it doesn't say anywhere that items bought online cannot be returned to the store. What are my rights?

OnlineShoppingRights Editor 01/09/2014 at 11:35 am

@djj. Most retailers will accept returns of leotards and swimwear - but there is often the proviso that hygiene strips are not removed etc

djj 29/08/2014 at 2:46 pm

I have purchased two dance leotards in different sizes for daughter to try for size, from Capezio online. I wish to return the smaller size, but after speaking with capezio on the phone to obtain a returns address they informed me that they are unable to accept the return of leotards, underwear, or tights for hygiene reasons and that it is stated in their terms and conditions. I understand the reasons for tights and underwear but never have i come across it for a leotard, surely its like purchasing and trying on any item of clothing. Do I have any chance of returning this item for a refund ,or will I just have to cut my losses on this occasion. Thank you

OnlineShoppingRights Editor 29/07/2014 at 9:59 am

@ClareT - yes you are within your rights to claim a refund. Check out the company's formal complaints procedure and follow that. If you do not hear from the company within two or three working days, write to them explaining the problem - that collection has failed through no fault of yours. State a place from which the goods can be collected safely. If a person needs to be present then ask a friend/neighbour to help or request that the company collect within a specified time period (during which you can be there). Suggest that if there is no satisfactory outcome, you will arrange for a courier of your choice to collect the goods and charge it back to the company. You should also state that you will be contacting the ombudsman if you do not have a resolution within a reasonable period (10 days for example). You must have been through the company's formal complaints process before you can contact the ombudsman but hopefully you will have a resolution before it comes to that. If the company is being fair, they may also compensate you for your lost time and phone calls.

ClareT 28/07/2014 at 12:29 pm

We ordered a cooker, cooker hood, and carbon filter for the cooker hood on line. We ordered it for a house that no-one yet lives in and so we had to be there physically for the delivery.

We paid extra for it to be delivered on Saturday. When it was delivered (at 7am on Saturday morning), it was raining and the packaging was wet though. The delivery man went off before we had a chance to examine if the goods were ok.

When we opened the cooker, it had marks across the top of the ceramic hob. The cooker hood had a blue plastic protective covering which was scratched and damaged. These must have happened before they were packed as the packaging didnt have corresponding damage.

We decided to call the company straight away to ask them to take all 3 items back as we didnt want to deal with a company that sent bad goods out. We realised that we had to ring a premium number to call the company. After an hour there was no response and we left a message. No -one answered the message and we left other messages and wrote an email too.

They eventually agreed to take the goods back and sent out a 3rd party delivery company who now refused to collect on a Saturday. My husband took a half day holiday to be at the house. When they arrived to collect the goods, they refused saying they only had one bar code, and the cooker was over 25kg. We had to wait over a week (more premium rate calls and emails) and eventually they organised another pick up today. This time they agreed to call me 30 minutes before they arrived at the house to give me time to get there. The time window was from 8:10 to 12:10. At 11:45 when they didnt call, I called the delivery company who told me the delivery had failed as there was no-one in. I said they had agreed to call but didnt, but they still didnt get the driver to call back to the house.

They have refused to refund our money until they get the goods back. Can you tell us our rights about the refund, the delivery cost to get the cooker etc, the money lost in phone calls and half a day holiday, and how we can get the goods off our property please?

Many Thanks

Clare

Liz 30/04/2014 at 3:02 pm

I recently purchased some Garcinia Cambogia and while going through the order process pressed continue expecting to see a review of my order before finally paying it. This is generally what happens when I order online on a regular basis. However this went straight to final payment excepted and was over £300 a lot more than what I expected. I would not have gone through with the order if I had known. I sent several emails to the customer service site explaining I wanted to cancel after I received an electronic receipt from them. I heard nothing back. I have since received the items and am trying it. However I still do not want the full order also as they say on their web site a full refund is given if you are not happy with the results. I have emailed them at least 3 times asking for a return authorisation number. I keep getting automatic replies with a number I am unable to use to phone to get this number. When I try the number it is not recognised. I know I have been stupid and I'm not expecting to get a full refund. However I would like to warn others about this site there are several of them advertising and selling this,some maybe genuine. Can you give me any suggestions on anything I can do to sort he problem and also how I can let others know about his site.

Dave 26/02/2014 at 8:11 pm

I bought a laptop from PC World, which was delivered 2 days ago. I do not like it, and tried to return it. However, I was told that as I had turned it on, it was considered to be 'used', therefore could not be returned. Is this correct? Is that a reasonable condition? How was I supposed to form an opinion about it without turning it on and at least trying the keyboard?

Maz 01/10/2013 at 2:56 pm

Mistaken for offical govt website I paid £50 for my provisional license to drivinglicense.uk just for some online checking service. I called and asked to cancel immediately but they informed their policy donot allow to refund.

Nativestranger 30/05/2013 at 1:48 pm

I recently bought a handbag via eBay. The return policy was that the seller will accept returns within 28 days. I have had the bag now for 6weeks. I liked the bag and it was fine until 3 days ago when one of the handles tore off from the rest of the body.

I have contacted the seller who is refusing to rectify the matter as the 28dys has passed.

What can I do?

Phil 05/03/2013 at 2:33 pm

I recently ordered a wallpaper mural for my son from an online company.
When it has arrived however it is not the mural i ordered.

The company are now saying that i have to pay myself to return the rolls of wallpaper even though it was there mistake.

Are they correct or as it all stems from there mistake should they have to cover my costs?

greimas 05/01/2013 at 5:51 pm

Hey, could anyone advise, who to consult if I made a purchase online and the ordered good was never delivered (purchase price was quite small - about 20 pounds). I want to know what are my rights and possibilities to get the money back. Thanks in advance!

Sarah Editor 12/07/2012 at 9:49 am

@Jes Contact the company by phone and explain the situation. If all else fails contact your bank, if you've paid by credit card you may have protection against this type of thing.

jes 12/07/2012 at 4:58 am

Ordered some clothes from an online UK website. Never received a confirmation number and am unable to log on to my account. They have charged my card, but have not received anything

She1 10/07/2012 at 1:52 pm

I recently purchased some shoes from a website, I recieved them today only to find they are faulty (the suede was scuffed, the sole has bubble marks in them?) they are also obviously fakes, but the website advertises them as genuine but in a sale (Christian Louboutin) I also thought i was in a uk website but on receipt of the goods they are from hong kong.

What are my rights?
Am I entitled to a refund? And how can I get them to give me my money back

Cheers

no-ownership 06/07/2012 at 12:43 pm

Recently bought a Grade A1 Laptop through my company. Grade A1 means the box has just been opened ... when the laptop arrived screen doesn't work so clearly faulty and not as described either. However I am told I have to pay the postage charges to return the item since companies are not protected under distance selling the same as individuals - how is this right and irrespective of this the company who sell Laptops Direct do not seem to understand their responsibility in this issue ? Can I get some justice in another way ?

jarah 13/06/2012 at 12:58 pm

How do you enforce these rights if the company you purchased from will not allow a return? The company I want to return the goods too has specified that the goods I wan to return I will be charged £140 (Original Cost £250).

Ask Online Shopping Rights a question

Ask our editorial team a question and we will reply with our advice. Tell us as much about your situation as you can: the more detail you give, the more useful our answer can be.

You do not need to use your real name. Please do not include your full address, phone number, email address, or the names of other people. We may edit or remove identifying details for privacy and legal reasons.

Comments are moderated before publication.