Understanding UK Distance Selling Rules

Author: Lucy Debenham

The nature of shopping has changed dramatically within the last two decades. Shopping via mail catalogue order or by phone had been two means by which traders had been distance selling for some years. However, the advent of the Internet brought distance selling to the fore. The easy, flexible approach to online shopping meant that consumers were spoiled for choice more than ever before. Online sales still grow annually, as consumers gain more confidence with the ever-increasing range of products and services on offer online.

Partly in response to this e-commerce boom, the UK Government initially brought the Consumer Protection (Distance Selling) Regulations into action in 2000. These Regulations, alongside other relevant and related Parliamentary Acts and regulations since, have sought to protect consumers that buy goods or services from sources where there is no face-to-face communication. This article explains some of the fundamental points that were covered in the Distance Selling Regulations and replaced by the Consumer Contracts Regulations in 2014 and which relate directly to safe online shopping and consumer rights.

Applying the Regulations

Firstly, it’s worth noting that the Regulations only apply to consumers that purchase goods or services from a business. The Regulations don’t apply to business-to-business purchases, land sales, vending machine purchases, and purchases made via auctions. However, a little confusingly, the Regulations are applicable to both land rentals and TV Internet shopping channels.

The Fundamentals

The core part of the Regulations ensures that consumer rights are upheld when the consumer isn’t physically in attendance at the time of purchase. Therefore under the Regulations consumers have the right to clear access to what is known as ‘prior information’. This includes the provision by the supplier of:

Their business name and geographical location
The price of the goods or services on offer including any hidden costs such as VAT or delivery costs
A satisfactory description of the goods or services on offer
Details of any cancellation,returns rights and policies - bearing in mind that all online retailers MUST accept returns within 14 days of the goods being received by the purchaser (whether faulty or not)
Details about arrangements for purchases and how /when deliveries will be made. Unless another agreement is made, it is expected that deliveries will be made within 30 days

In part, this ensures that the consumer is fully aware of the terms and conditions of the sale before their part of the contract (the purchase) is concluded. The Regulations also stipulate that the supplier must provide written confirmation of the order placed, as well detailing any after-sales guarantees or services. The complaints procedure should also be made clear and accessible.

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Cooling Off Period & Cancellations

You have an automatic cooling off period in which you can cancel an order. This starts as soon as you place the order and ends 14 days from the day you receive the items. You must inform the retailer if you wish to return any items during this 14 day period, then you have a further 14 days to send the goods back.

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

Who pays the delivery and return costs

If you return items, the retailer must refund the cost of the items plus any basic delivery charges that were made at the time of purchase. If you paid extra for express delivery, you will only be refunded the basic delivery charge. Some online retailers will refund the whole amount, check their terms and conditions. The retailer does not have to cover the costs you incur in returning the items. Again, some retailers do include this, check the Ts & Cs.

Additional Protection

There is still the extra protection to those that make purchases at a distance with a debit card, storecard or credit card. Basically if a fraudulent payment is made via any of these payment methods, then the consumer retains the right to cancel the fraudulent purchase and recoup a full refund from the card issuer.

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 →

99 questions

Ask Online Shopping Rights a Question

LM 24/09/2020 at 1:17 pm

I ordered a telescope through a company on wowcher. The telescope never arrived yet instead I received a plastic memo board. I contacted the company and they are saying that they will not refund me for the telescope I did not receive until I send back the item they sent by mistake. Can they hold my money for an item they haven't sent me 'hostage' until I post back the package sent totally in their error?

sammy 15/05/2020 at 9:24 am

I ordered lightweight roofing tiles and decided 7 days later not to go ahead with replacing the roof on my conservatory.
I asked the company (roofing megastore) for an address I can return them to for a refund, they have initially said I am not covered and are now not replying to my emails

I paid £1100 and notified them 7 days after receipt of goods

dougyb 24/01/2020 at 3:18 pm

how do the distance buying laws apply when you buy from sofology order the item it comes but is full of little faults and is very uncomfortable , if you order you pay a deposit then it takes 2 months to get your item having been told its hand made hence the 2 month wait when its ready you pay the balance then you get delivery so you cant even refuse payment ,i have complained they sent out a a professional person non bias towards the company, he came dressed in there uniform and said mistakes are acceptable because it was hand made ,then i find its made in china hence the 8 week delivery

Gordy. 01/12/2019 at 1:07 am

Hi there I'm after some advice please I have recently purchased a brand new gas fire online from a large online company. And in my search, I asked in the search box for " A Flavel Emberglow LPG Gas Fire". and it listed 136 Result(s) found for 'LPG Flavel Emberglow' and I found one at a price that I thought was reasonable and I placed the order and I took up the 12 months interest free payment plan, it also said it had a price match guarantee which I did find the same fire like for like cheaper on another website and so I filled out the details and sent them the name of the other supplier and the price, they said that they would get back to me once they had checked the detail out and they gave me a reference number 817859. and said I should hear something within 24 hrs, The Company I purchased my fire from is called "Plumbworld" The purchase happened on the 28/11/19 and the Fire was delivered the next day and I was in a bit of a shock as I was not expecting it and had not been given a delivery date but it arrived on the 29/11/19. After the fire arrived I checked my emails to see if I had been sent a delivery time and I had missed it and it was at this point that things started to go pear-shaped. I did have an email but it was saying that at this point they could oblige me and was not able to offer any reduction, and then I saw the bombshell the final few words at the end of the email said that my fire was not an LPG gas fire. I was dumbstruck and so I sent them a polite email explaining that I had ordered this fire from a search from their webpage and that I had asked them for a Flavel Emberglow LPG gas fire and that is what I had asked them to price match I had clearly stated on a number of times in my search and my price check for an LPG gas fire but they still sent out the wrong fire and said that the fire iI had was not an LPG and so I asked if they knew it was not an LPG and that it was LPG I was Enquiring about and in fact ordered then why did they send out something I clearly had not ordered. After I had sent my email of disappointment and frustration at their handling of my order they replied saying that they did not do any LPG fires at all. And at this I was now very angry as I had informed a Gas Engineer that my fire had arrived and could he give me a time when he could install the fire, which luckily I am still waiting to hear back from him. Anyway I decided to take further action and I found the CEO's email address and I sent him an email explaining everything I had done in purchasing my new gas fire, I also told him that I was a Disabled widower living on my own in a very rural area and internet shopping was a necessity for me when ordering large items. I am still waiting to hear back from him however, I contacted their customer service department voicing my anger at been mis-sold this fire on their internet website, and I said that there were 2 options firstly that they could arrange collection of the mis-sold item at their cost

Muzzy 12/10/2019 at 3:43 pm

I purchased some dresses online for my daughter but was unsure on sizing so ordered more than 1 size. The items were on sale but assumed due to distant selling regulations I would be refunded when I returned the items. However it states o. Their website I will only be offered a credit note. Is this correct or do I have grounds for a refund as thought as part of distant selling regulations I was covered for a refund even on sale items?

Karl 19/09/2019 at 1:55 am

Hi,

I've placed a large order with Amazon that was split up into several different delivers the largest 2 of which I was told that I would have to provide a signature for, but they never turned up and obviosly have not been signed for by myself but showing on Amazon as marked as "handed to resident"

I've informed them of this and they have closed my account for "too many missing items/ too many refunds issued" I have had to make returns for items that have arrived damaged or have failed within warranty, I'm also disabled so struggle to get out so order alot from them for stuff that I wasn't sure if iit was the right item I had needed for the purpose until it turned up, so returned those items too. They have alos left packages outside of our front door when we have no safe place listed on our account for parcels as they have left them there before makred "as handed to resident" and gone missing.

They are also saying "Any A-z claims will not be investigated and refunds will not be issued for these requests." So I will not be receiving a refund for the items that have gone missing or for the items I have received in the smaller deliveries items that have were damaged on delivery (Games that came with cracked cases and loose cd inside) that Amazon themselves have agreed to and started the returns process already some of which are already in the post back to them. Which I won't be receiving a refund for due to them closing my account.

What am I able to do?

kfc 24/06/2019 at 10:57 am

We agreed to buy a pre-registered car from a dealership but have not seen the car (it was at another dealership) is this type of sale covered by distance selling regulations?

Misty 30/05/2019 at 4:24 pm

Hi I shop with qvc. I have been a customer of theirs for over 20 years. So I have returned the odd item But I am very upset as I have receive some nasty calls from them for returning too many items. Is this legal and harassment?

Farah Bhim 21/02/2019 at 3:32 pm

Hi,

I ordered a moisturiser from an online retailer (Beauty Cow), but when I received the product I realised I ordered the wrong one - the product names are very similar.

I contacted the company today and enquired how to return the product (no return slip in package). They said I have to pay the postage fees as stated in their t&cs. I read the t&c's and it does say customers will incur return postage costs. I assume this is fine?

However, they also said that I would be charged a £3.99 admin fee for returning the product. This will be deducted from my refund. The product is unopened and I will be returning it today. I do not think this is fair / good practice. Plus it was not highlighted / brought to my attention at the time of purchase.

Are they allowed to do this?

Thanks and I look forward to hearing from you.

AB 13/02/2019 at 1:43 pm

Hi
My husband wanted to schedule video releases via twitter ads and did so without realizing that he had started 'campaign'. He started this 'campaign' on 2nd Feb and then received notification from his bank on 9th Feb that he was now over his overdraft limit. He discovered he paying over £75 per day in automatic bidding, total spend was £550. He does not recall ever setting a daily budget for this campaign or authorising this, but he did however unfortunately load on his credit card details to Twitter Ads.
I tried to 'pause' the campaign but the pause button wasn't working, so managed to work out how to 'delete' the campaign. This stopped further funds being accrued. Unfortunately the Twitter Ad help is extremely unhelpful and despite repeated appeals to have this reviewed we are getting nowhere. We feel that he was never given a clear indication of the costs in a coherant way, he certainly did not receive an email in advance confirming this. I have asked for copies of confirmation from Twitter of this but have had no response. Is there anything we can do here as it's obviously a huge hit to us financially.
We'd very much appreciate your advice.
Thanks

Bebe 04/08/2018 at 12:51 pm

Hello

My name is Adrian and I live in Bucharest Romania.
Last week we called Gotogate for two round-trip tickets from Bucharest to Tenerife.
We paid the tickets, we received the confirmation, but after 24 hours Gotogate announced that the departure flight was canceled and that they are only returning the money for the departure flight and to address another flight company so that we can leave Bucharest to Tenerife.
The company refuses to return the money for the return flight even though I explained to them that I did not find another flight to Tenerife and paid for the hotel, car rental, etc.
More serious is the fact that all flights in this period from Bucharest to Tenerife are reserved by two companies, one of which is Gotogate.
When they stopped our return flights, they knew that no departure flights were available.
Can you help me with some advice?

Thanks a lot for your support

OnlineShoppingRights Editor 23/07/2018 at 3:36 pm

Consumer Rights legislation says that the retailer is obliged to issue a full refund within 14 days of when you return the goods. The retailer must therefore refund you by 27th July at the latest, so yes, they are correct.

Woody 20/07/2018 at 2:56 pm

Hi

I am having a bloody battle with ASOS atm. I have returned items on the 11th July, which they have received on the 12th and i am now being told that due to a busy period i have to wait till the 27th before my refund to be processed and then have to wait upto another 5 days for the funds to clear?!?!?!

This just doesnt seem fair. They have the items, but i am being told to wait! Is this correct?

Nicci 13/06/2018 at 9:49 pm

I sold a piece of furniture to a customer online. Normally I'd deliver within days but the customer asked if I'd store the item for a few weeks whilst her house was being decorated (the item is a one off piece). There was not a definite deadline but I was happy to do this at no cost to help clinch the sale..The customer bought the item. After 3 weeks the customer contacted me to ask if I could store the item for a couple more weeks and then look to have item delivered. Again no problem. Now after storing the item she bought 5 weeks ago she has decided she wants a refund. Where do I stand? I understand there is a 14 days cooling off period after the item is delivered however the customer chose to delay the item delivery by almost 6 weeks. It certainly wasn't free storage for 6 weeks with the one off piece taken off the market with a view to changing her mind. Can someone please advise if 14 days still applies when it's the customer who chose not to get the item immediately despite it being available to them?

Bambi 04/06/2018 at 9:17 pm

So i contacted a lady to help make me a meditation/self hypnosis recording for me personally. I filled out a form of questions and emailed her them . She apparently did the recording for me before asking for payment. I have since decided against it and no longer want the recording. I told her I didn’t want it and now she is saying she wants me to pay the full price for her time even though I don’t want the recording. Where do I stand? Am I expected to pay?

OnlineShoppingRights Editor 21/05/2018 at 10:20 am

No assuming this was a consumer purchase and not a business to business purchase, the retailer cannot charge a restocking fee.

sam 18/05/2018 at 2:03 pm

Both clothes from website, but have then returned them within 14 days, completely unworn or used at all with all tags attached in perfect condition, because I didn't like the colour, however they charge me with a '10% restocking fee' so I don't get the full refund. Is this allowed from an online store?
Thanks in advance

Blofield 16/05/2018 at 3:12 pm

I recently sold a collection of Antiquarian books to a chap in India. They were covered for £250 against loss or damage, but now they have arrived in India the chap is saying Indian customs service are demanding around £149 import duty. Firstly, I thought books were exempt from import duties (he has said he had never paid import duties previously for importing books). Secondly, he has said that he will refuse to pay the customs fee, which will mean either - a, they are disposed of by Indian Customs, or b, they are returned, with a bill for me to cover for their return. A couple of gripes; firstly I feel that I shouldn't have to refund his postage (he had an obligation to pay import duties, but is refusing to do so). He had asked (after they had already been sent) that I would put a lower price on the consignment to avoid his paying higher fees, should it have been necessary (clearly making a false statement on a legal document would have been against the law). Where do I stand legally on this?. Thanks

OnlineShoppingRights Editor 16/05/2018 at 2:47 pm

We can't comment on specific sales as we don't know the detail but generally "bespoke" items are not covered in the same why as other online purchases unless they are actually faulty.

Neil 15/05/2018 at 9:42 am

Hi there do Long Distance selling laws apply when buying a cherished number plate from DVLA because they say they are exempt from this and give 10 days only cooling off from date of purchase and not from when the registration document arrives on your door step. Is this true as I received a number plate from my son as a present that I don’t like within the 10 days from receiving the doc and want to change. Do I have the law on my side thank you

BBhill 15/03/2018 at 3:57 pm

Hi, I recently purchased down mattress toppers online. When I received them they fell short of the description given when purchased and certainly don't match the photo. Extra thick and luxurious, they are poorly filled and certainly not extra thick or luxurious as the photo.
The retailer is prepared to refund but will not cover the return shipping cost, even though the goods are not as described.
Please can you advise what my rights are regarding the shipping as they are large items to ship back.
Thanks

OnlineShoppingRights Editor 13/02/2018 at 3:18 pm

Yes they can do this if you purchased from a show room and the item is not faulty.

Christa 12/02/2018 at 2:39 pm

I chose various items of bathroom sanitary ware at a showroom and got the quotes printed off so I could check measurements with my plumber. After checking, I phoned and placed the order and paid by phone. Once the work started and the items had been delivered, the plumber realized one item was too large and we needed the smaller version. The item had not been unpacked at all and the showroom will accept the return but is charging 20% restocking fee plus VAT. Are they allowed to do this?

OnlineShoppingRights Editor 02/01/2018 at 3:28 pm

The consumer conract regulations (formerly distance selling regulations) do not apply to supply of goods that would deteriorate rapidly, such as fresh flowers.

Art 26/12/2017 at 12:19 pm

Hi,
I ordered a flower arrangement from an online florist having paid I changed my mind and asked that it be cancelled. But was told that the item was arranged and passed for delivery next day and once an item was arranged and passed to courier it was not possible to cancel. They said they would to get it back but then later said they were unable and therefore could not be cancelled. Next day it was delivered and I refused it because I had cancelled it subsequently received e mail to say that they would resend it for a further 50% of original cost. Which I had not intention of doing. They are adamant that this is their policy and case closed.
So I am £24.99 out of pocket.
Are they right and not obliged to refund me?
ART.

Michaeledwards 16/11/2017 at 5:45 pm

I recently purchased an iwatch from Littlewoods an error on there site said white watch when I ordered black so I cancelled it and ordered it again and that said white watch so I contacted them and they said it is black it just says white so they sent 2 off them and they was delivered by Royal Mail but as I work 6 days a week during the pick up office opening times I contacted them immediately when I got a notification saying Royal Mail was delivering explaining the situation that I wouldn’t be able to get the items which meant returning them was impossible as it was a gift for weekend I asked for them to be recalled I was told they had been and I would get my refund within 2 hours on my account so I waited until the next day there was no refund so I contacted them again to be then told a temporary credit of 299,99 would be added to my account within 24 hours even tho the total of the watches was over £900 I explained it was a gift for weekend I was told there was nothing they could do. So I waited 24 hours still no refund so I contacted them again and was told no refund had to wait so I contacted them again for a forth time to be told they had been cancelled and my account would be credited soon so I contacted them again cancelled the watches again I repeated this process for 8 days to then be told within 3 days my account would be refunded to get home the next day to find out they had arranged redelivery I’ve tried to make 5 complaints to be told I have no basis for a complaint because I can’t pick them up from the collect centre even after I’ve explained prior to alll these problems that could of been rectified with one phone call is there anything I can do because I feel like there just doing what they want and trying to force me to take both of the watches

OnlineShoppingRights Editor 15/11/2017 at 10:07 am

Yes your standard online rights apply, in that you can cancel the order within 14 days of "receiving" the goods. The retailer's systems probably make it difficult to stop an order that has already gone through. If you email the store it's to be sent to, they may be willing to return it sooner than the usual holding period.

Pip 14/11/2017 at 7:07 am

I placed an order with Boots yesterday and as soon as I had done it I realised I had asked for it to be delivered to Manchester Airport airside (the last place I had used) rather than my local store) I rang immediately to ask if I can change place of delivery or cancel the order allowing me to replace it correctly. I was told once you’ve placed an order it cannot be cancelled, I would have to wait for the store to return the items and only then would I have my refund. Is this allowed?

OnlineShoppingRights Editor 10/11/2017 at 12:29 pm

No, unfortunately for you, event tickets are exempt from the 14 day rule.

DB 08/11/2017 at 10:55 am

Can I request a refund within 14 days of buying concert tickets under the distant selling regs ?

Tish 26/10/2017 at 4:06 pm

I ordered a leather armchair on line from John Lewis . I telephoned first to see if it was available anywhere locally to try first to be told no but not to worry as I had 35 days to change my mind . Chair arrived after 8 weeks and unfortunately from first sitting I realised it’s not suitable for me . My feet a foot off the ground and the back cushion pushes into my shoulders resulting in me sliding out of the chair . I’ve had serious back surgery hence totally unsuitable and unsafe . Phoned customer services to ask to return the armchair only to be told it was a soecial order and hence non returnable ! What can I do now I’m 1,2900 poorer

Hez 25/10/2017 at 8:02 pm

I bought a set of dinning room furniture which proved to be to big for the room. I have tried to return it to the retailer but they have told me that because I have assembled the furniture ( fixed the legs to the table and chairs) that they wont accept it being returned. Are the in their rights or just trying it on

Kei200 23/10/2017 at 7:07 pm

I bought 3 rolls of wallpaper, 7 days ago (online). As I have ended up a roll left, unopened, I have tried to return it and the company has refused as it is a part order. The forwarded a link to their returns page and if states they do not take returns on part orders of wallpaper. Do you think this is right?

Dove 05/10/2017 at 4:32 pm

Hi, I bought over the phone some bathroom accessories from a well known store. They send the items which arrived damaged (broken glass). Contacted for a replacement. Some weeks later they just processed a replacement without any contact with me just an automated email that items are in process. Items arrived at the time when I was on holiday away. Checked upon my return and glass shattered again. Contacted the retailer and they just replied two weeks later that I missed 7 days deadline to check the items and there is nothing they can do. Completely ignoring the lack of communication from their side and the fact that I was away.How should I proceed?

CherieLeee 02/10/2017 at 5:32 pm

Hi, I ordered a dress online but returned it within the specified time as the quality was poor. The seller provided free delivery and I paid for the cost of returning the item. I noticed when I received the refund that it was minus £6:00. When I queried this I was informed they collect the cost of delivery on all returns, which meant I paid for delivery and return. Is this correct as I thought the customer didn’t pay for both. Thank you in anticipation....clh

OnlineShoppingRights Editor 18/09/2017 at 1:58 pm

No, you must receive a full refund, plus any delivery costs you paid when ordering. You may have to pay for return delivery costs depending on the retailer's policy.

2 Sunny 16/09/2017 at 3:07 pm

Ordered a side table from an online company. Colour was not as I expected. I have asked to cancel (within 14 days of receipt) which they have acknowledged. However in their T&Cs it states they reserve the right to deduct a maximum of 5% of the total cost to cover admin charges. Can they do this?

CJM 13/09/2017 at 12:24 am

Bought my daughter some shoes online. Paid 3.95 standard delivery. They don't fit. Paid to return them. They've refunded cost of shoes minus original postage charge. Surely this is incorrect? How do I challenge this?

OnlineShoppingRights Editor 15/08/2017 at 1:00 pm

Not at this stage, if the product has to be signed for it may be returned directly to the retailer. It may be easier to do some research and speak to someone at address it's been sent to.

Saz 13/08/2017 at 2:51 pm

I ordered items off asos and noticed the wrong delivery address on email tried cancelling it but missed the 1hr they give to cancel it. But tried to cancel a full day before dispatch advising I'm not in country at address to receive delivery and and old business address. They advised they can't cancel it and to get the business to reject or return it, I don't know anyone at the address and tried cancelling before they dispatched. Am I able to get this order refunded

Sgt Bash 11/08/2017 at 11:40 am

I bought a airport transfer for £24 from ryan air and wanting to cancel the transaction the same day but they are trying to fob me off with a third company in hungary with a credit note that I wont use. I paid through paypal using a creditcard

OnlineShoppingRights Editor 07/08/2017 at 11:47 am

No if goods are faulty and have been ordered by phone, mail or online, the retailer has to pay the cost of return postage and also refund any original delivery charge.

OnlineShoppingRights Editor 04/08/2017 at 11:36 am

Unfortunately the Consumer Rights legislation is not really aimed at protection business to business transactions, except that goods must be as described, fit for purpose and of satisfactory quality. If you feel your employee was pressurized into accepting this sale in an unorthodox manner, then you should seek legal advice.

Amy000 03/08/2017 at 1:45 pm

Hi, I bought a bag over the phone from a retailer as I have none of the shops nearby. It cost me £7.95 to have the bag posted to me. (This was the only delivery option they told me)
When I received the bag it was faulty. I have sent the bag back after going through repairs and warranties, they had pre-paid the return postage; today they have refunded me but said they can't refund the postage charge for the bag been sent. Is this correct?

OnlineShoppingRights Editor 03/08/2017 at 12:54 pm

If they delivered the wrong item it was not your fault and you should not have to pay the return costs. If you called you should have a log of this on your phone statement and a copy of the emails you sent as evidence if you need it. Send an email saying your are exercising your rights to return the faulty item under the Consumer Rights Act 2015 and that the retailer is responsible for payment of the return costs.

OnlineShoppingRights Editor 03/08/2017 at 9:58 am

Yes. You are entitled to refund of the standard delivery costs, but not of any express delivery fee you may have paid. Some retailers will refund it, but not all do...nor are they obliged to do so.

SamW 01/08/2017 at 9:51 pm

Hi, a colleague took a phone call from a company who sell franking machine ink, the sales advisor was advised that the person responsible for purchasing such items was not available and asked if he could call back, however he continued with his sales speech and emphasized that the offer should be taken up otherwise the discount would not be available after, and he insisted that the person he normally deals with normally does this (which is untrue) therefore my colleague was pressured into agreeing to place the order. When the ink arrived, as it wasn't an authorised order and not required we have contacted the company to return, stating the distance selling cooling off period, but we are being told the goods are non returnable. We have not paid, an invoice has been received, I have sent an e-mail letter advising we do not want the goods and will not pay, but they are insisting because over the initial telephone conversation he told my colleague the goods were non refundable we must pay, what are our rights here?

Annie 31/07/2017 at 10:42 pm

I had a bed that was delivered with a box missing. They then delivered the wrong missing box 3 days later so still could not put it up. I emailed them as I couldn't get through on the phone for a full refund as I had to go out and buy another bed as couldn't wait for a 3rd attemPT (called Friday 5:40 I got thru but was told they were closed, call Sat! Called Sat and message said closed until Monday!) The response was effectively we delivered the right box if it was wrong why didn't you tell us and we'll charge you £45 to return!!! Absolutely disgusted.

shona 31/07/2017 at 4:29 pm

Hi
I bought a product online and paid £8.99 for express delivery. I returned the item within 14 days and received only the standard £3.99 postage back
Is that right?

OnlineShoppingRights Editor 27/07/2017 at 11:53 am

Consumer laws do not really protect you in a private sale unfortunately. It's unlikely you will get your £200 even if you take it to court, as she can claim she held the car for you, thus incurring extra costs (e.g Insurance, storage etc).

Ypups 23/07/2017 at 12:50 pm

I found a car on Gumtree. The owner suggested bringing it to me. When she arrived there was a massive dent in the rear bumper. She said it happened on the way here and would understand if I changed my mind. I test drove it, liked it, paid a deposit of £200. While the insurance company was doing the repair I thought a lot about how flimsy it must be to do that much damage and her not know who did it. Decided I would've feel protected in a car that flimsy, so 6 days after I emailed to explain that I had changed my mind and why. The next day I found out my current car was a cat D write off before I bought it, though nothing on the paperwork to indicate this, so only worth a fraction of what I calculated I could sell it for. So I emailed again saying that I couldn't raise the purchase price anyway for this reason. No response. Weeks later I found her address on white pages and wrote asking for my deposit back. She says I will have to take her to court because the repair cost her more than £200 and the deposit was non-refundable. Is this legal? Do I have a case under any kind of consumer protection law?

suzi 13/07/2017 at 2:55 pm

we bought a table on-line from Italy. Chips have now appeared on the interlocking leaves. We were requested to send pictures and we did. They have responded saying the chips won't show and the hair-line cracks are settlement cracks! Do we have any rights and, if so, how should we proceed please?

Vaf58 27/06/2017 at 6:41 am

I bought a set of coins from a Facebook selling page from a private seller. Not a business. Item didn't arrive. I paid using PayPal g&s. Can I claim my money back?

OnlineShoppingRights Editor 16/06/2017 at 12:47 pm

If there was no delivery time specified at the time of order, a default delivery period of 30 days applies. If your delivery is later than this and you needed it delivered within the assumed period, then you have the right to terminate the purchase and get a full refund.

Cp 13/06/2017 at 10:21 pm

I purchased a jumpsuit and trousers from Arialondon. They don't state anywhere on their website their clothes are shipped from China. It took 10 days to receive the trousers and the jumpsuit has not arrived. They said they can only send me a refund for the jumpsuit if I don't receive in 60 days from the dispatch date which was 01 June. Can I do anything? I was never told an estimated delivery date.

OnlineShoppingRights Editor 06/06/2017 at 10:36 am

You can return faulty goods to a shop under the consumer rights act. All goods must be of satisfactory quality (not faulty or damaged), fit for the purpose they are intended for and as described (matching any description given to you, or any models or samples shown to you at the time of purchase). You have 30 days (from when you receive the item) in which to reject any item that is faulty/doesn't meet the above criteria, for a full refund. So take it back immediately and ask for a refund.

Degs 03/06/2017 at 9:21 am

Do these rules apply to an item which is ordered in a shop but has to be made and delivered 6 weeks later. The item is poor quality and has a hole in it.

OnlineShoppingRights Editor 16/05/2017 at 12:18 pm

Because it's so long ago and their website has probably been changed since then, this could be quite difficult to achieve. Will they offer a replacement? Can they help you arrange to sell it to another customer? That way you may get something back for it.

FAY970L 15/05/2017 at 11:31 am

I bought a competition race clutch from Demon Tweeks based on the part number for the car model on their website. I now find that it was incorrectly listed on their website with the wrong part number which they fully accept. They are refusing to offer a refund. The problem on our side is that I bought the item 12 months ago & have only just been able to fit the part for a variety of reasons. There is no way of knowing that it is incorrect until you try to fit it. The clutch cost £482. Do we have any legal rights regarding this?

OnlineShoppingRights Editor 05/05/2017 at 11:04 am

You are correct, we have now updated this article

Rob 04/05/2017 at 3:20 pm

This info is out of date. As far as I am aware, the consumer or buyer (not trade) must notify the seller of his/her intent to return goods. Goods must be returned within a further 14 days after notifying the seller. This effectively gives upto 28 days to view and return unwanted goods. Original outgoing delivery charges to the buyer must also be refunded with the cost of the goods. The cost of the return delivery does not have to be refunded, but this should be made clear in the T&C's

Kavtaztic 13/03/2017 at 11:10 pm

Hi.
I bought a TV unit online which was described as stone grey and appeared a light grey colour on the website. On receipt, the TV stand was a brown colour and even the box stated the colour as 'stone'. I explained this to the retailer and they've replied to say that "the manufacturer had sent the correct item however there has been a recent change with the colour which does make the TV stand a bit darker." The product has since been removed from the retailer's website.
They are only offering me a partial refund for the item however I feel the item is not 'as described' and therefore I am entitled to a full refund and collection of the other at their cost. Am I correct? Thanks

OMUR 26/12/2016 at 2:07 pm

I am a british citizen currently in Ukraine and purchased two phones from China. One was faulty and within the 7 day period I notified the person however he refused to refund or replace and said he will only fix it and asked me to send it back. I sent it back and today I received it and the fault is still the same. The phone screen does not show and I am paying so much on shipping and customs. I messaged him again and he said it was fixed and there is nothing he can do where refund or replacement is concerned. Can you please let me know if their is anything I can do?

OrderNotAsExpected 10/12/2016 at 12:14 pm

We ordered a double bed using the telephone number given on the suppliers website, not through the website itself. At no point during that telephone conversation was it stated that the bed would be delivered flat-packed.

On searching through the website following delivery, I did find one line of small text stating that deliveries were flat-pack, buried amongst a lot of other information.

This to means that the information was not provided clearly, as had we known that we would not have made the order.

Are we entitled to a full refund, including of all collection/returns charges?

OnlineShoppingRights Editor 01/12/2016 at 12:29 pm

They will only refund you if they are faulty, don't do what they're supposed to, or don't match the description given. If you can prove this they should give your money back. You should really have checked with the company first.

Minime 30/11/2016 at 2:16 pm

Hi, I was looking for a gift and have bought golden earrings from Pia jewellery website. I have paid £180. Upon delivery I have found that they are cheaply made and in a poor packaging. On their website it states that they won't refund pierced jewellery for hygiene reason. I still have posted them back the following day after I have got them. I am a bit worried they won't refund me though:(

Ibsen 30/11/2016 at 11:02 am

Hi, i live in Brazil and ordere some goods from UK and delivered in Brasil. Before ordering the goods, me and the seller agreed about VAT process and how the Refund would Be processed. Problem is that the ordering was made and now the seller do not answer my notification about the refund. I have all the History in email exchanged. Please let me know how bay i officially Claim my rights. Thanks

OnlineShoppingRights Editor 24/11/2016 at 2:24 pm

No they should not charge for the return of items ordered online - you may have to pay postage however.
You can return it if you haven't used it (unless it's faulty in which case you can return it regardless). If it's not faulty and you cannot return it in its original state you may have to follow their terms and conditions. If it's a bespoke item you may not be able to return under the usual consumer rights.

Bud 23/11/2016 at 9:13 pm

I bought a dive computer from a website. I don't like it as it is uncomfortable to wear. I have looked at their returns policy and they state they charge a 30 percent restocking fee for non faulty items. Is this legal? I want a full refund.

OnlineShoppingRights Editor 16/11/2016 at 12:12 pm

The insurers are allowed to take an administration fee etc if you cancel within the 14 day cooling off period but this should not be the same/as high as the standard cancellation charge. To deduct the amount your insurer/broker has seems very unreasonable. Complain firstly to the insurance company and then to the Financial Ombudsman if you are not satisfied.

insurance mistake 15/11/2016 at 5:31 pm

I am wondering how distance selling applies to motor insurance?
I recently took out a policy costing £350 but when i got the documents through I realized the cover wasn't suitable for my needs. I cancelled within a few days.
The insurance company have now stated;
"The return premium received from your Insurance Underwriter back to ourselves as a broker was £216.86; from this value we retain the insurer’s commission which leaves a balance of £195.17. From this figure we then retain our cancellation charge of £75.00, which leaves a balance of £120.17 to be refunded back to you"
Can I expect more from them?

Marky 13/11/2016 at 9:12 am

Hi, I do a lot of my clothes shopping online. I recently returned some items to a well known designer brand and whilst they are refunding me no problems, they have deducted a restocking fee of £9.

I understood that charging a restocking fee was not allowed under the DSR.

Can you please confirm what the law states also what I need to do to get the money back?

Many thanks.

OnlineShoppingRights Editor 01/11/2016 at 12:41 pm

Make a complaint to ebay about this. Cardiff is not a remote area and the small print did not give details about the additional cost.

Peternb 01/11/2016 at 12:16 pm

Hi. I recently purchased a large item from a seller on eBay. This seller is based in Cardiff. Now the item came advertised as free UK P&P, with no small print that you get with other eBay sellers stating that if you live in the Scottish highlands, additional postage charges apply(as we are not part of the uk according to eBay sellers ) A couple of days after paying for the item, I received a message from the seller, stating that DHL were an additional £40.00 remote area charge to my parcel, as I have an IV postcode. I rang DHL who checked their system & told me that my postcode was not classed as a remote area, but the seller still asked me for the additional £40 or cancel my Order & get a full refund. If it states free P&P, does it mean as is stated?

jb 05/10/2016 at 9:42 pm

so someone on here purchased a wet suit that doesn't fit. it costs the retailer to have it picked from stock packed and delivered. this person then wants the retailer to absorb the delivery collection and restocking cost. why should the customer get away without paying for that service. it's a certain type of person who believes they should get somthing for nothing, I'm just glad most people are reasonable human beings

jb 05/10/2016 at 9:33 pm

I have a furniture company and unscrupulous customers are using the distant selling act to have goods delivered, use them to see if they like them for sevral days ie mattresses and have it sent back saying it's faulty. we end up footing all the costs and a used mattress.

DaisyBella 04/10/2016 at 9:52 am

I placed an order to process before end of the month as I am hoping to keep my loyalty scheme up (minimum spend each month). So ordered and paid over £200, only to find out today - paying is not confirmation of the order. Apparently after the payment there is an additional step confirming my order - even though I have already paid. My order is therefore just sitting in limbo and not being processed and as a result not included in my last months purchases. Really, really annoyed and frustrated as even after painstakingly selecting each item for order and paying the money - my order is not confirmed. This seems quite ridiculous to me and I have not come across this on any other website. Basically I have paid over the money but don't get anything for it? Surely 'confirming' the order comes before actually handing over the cash not after. Payment is usually the final step? Is there no obligation from the seller once the money has been paid?

OnlineShoppingRights Editor 19/08/2016 at 12:11 pm

We don't have the full details of the workshop. Whether you can claim anything back will depend on: What your wife learnt, any additional skills she acquired as a result of the course, whether she took anything tangible (such as products, books etc) away from the course and how much more she might have achieved if she'd been given more attention. This is all quite subjective so you might need to give the details to a legal professional to have a look at and tell you whether your consumer rights have been breached.

johnruggles 18/08/2016 at 8:01 am

my wife purchased a workshop day online it was described as an intimate workshop, and when she attended, the class was 25 in number, given the workshop was only 2 hours long, it meant that the tutor didn't have very much time to spend with anyone, she feels she was missold this and the workshop wasn't as described, shes asked for a refund, but they are saying no, she paid with a credit card online, whats here options ?

sparky 10/08/2016 at 11:58 am

My partner has purchased a wetsuit from an online retailer. It doesn't fit and she wants to return it but apparently they charge a restocking fee which is in their terms and conditions. Does this still apply within the 7 day cooling off period?

Richard Moran 14/06/2016 at 5:45 pm

Hi, I have worn l'eau d'issey pour homme for many years and I recently bought a bottle 200ml from an online company I've found the fragrance doesn't last and wondered if even though I've opened and sprayed the bottle twice to test against my last bottle, can I tell the company I want to return as they've stated I can't. Any help would be greatly appreciated. Regards Richard.

Flyfisher 10/05/2016 at 4:13 pm

A local organization has set up an on-line booking system for event tickets. The face price of the ticket is (say) £10.00 but the on-line booking system charges £10.50 - presumably to cover bank and credit card costs. The reason for the extra cost is not stated. Is this legal?

Ray 29/04/2016 at 2:22 pm

Hi it's my understanding the latest legislation regarding distant selling is a buyer can return an item purchased online should it become faulty within 30 days for a full refund including all shipping costs. What I want to know is there any change to the cooling off period where a buyer simply changes their mind or an item doesn't fit or is unsuitable for purpose. Is the cooling off period still 7 days and how long do they have to return the item after the cooling off period expires. thanks

OnlineShoppingRights Editor 26/04/2016 at 11:32 am

The only thing you can do is to try and resale them on Ticketmaster's own resale page HERE - which asks you whether you have received your tickets yet.

Lancs Lad 25/04/2016 at 12:08 pm

I ordered online 11 No. tickets for V Fest taking place in August for my son from Ticketmaster. He unfortunately at the same moment ordered the same number.
I have requested Ticketmaster refund my (or my sons) purchase but they refuse stating that in their terms they do not give refunds unless the event is cancelled.
Ticketmaster have not posted the tickets and cannot guarantee the tickets will be delivered any sooner than 5 days before the event. This therefore gives me no option of selling them as I do not have them in hand.
My son also purchased these items (without my knowledge) aged 16. the T&C's of Ticketmaster state that the purchased must be over 18.
Are there any avenues to use online purchase rights to help me recover the duplicated purchase.

gus 15/04/2016 at 9:27 am

The Consumer Contracts Regulations and distance selling regulations are a joke to sellers and totally unfair. Time after time I get people who order stuff without checking the specifications properly knowing that they can open a laptop or computer and then simply send it back if they change their mind for a full refund including the shipping costs. Then I am left with an opened product that I can no longer sell as new and I can't send it back to my supplier as that is a corporate contract and totally different. All this does is encourage people to order stuff without bothering to check it is exactly what they want. If it's unopened or wrong due to a wrong description then fine but it just goes to far and is unfair to the seller.

Twiggy 14/04/2016 at 5:31 pm

Hi

I ordered a piece of furniture that is made to order. Per the company's terms and conditions, this is 'bespoke' and they say that bespoke items cannot be cancelled. However, it is a standard item and it is not our fault that they don't stock it. It has not yet been delivered.

Am I able to cancel and get a full refund under the new Consumer Rights Directive?

Thanks for your help.

fran 12/04/2016 at 4:04 pm

Hi i ordered a wedding dress from china and they sent it all was fine untill DPD couriers got hold of it they have now lost it and say i have to go back to my sender which is no good another wedding dress wouldnt not arrive in time DPD wont give me the money back they have to send it to china as they have the account and i cant afford one from the uk they have ruened my wedding what can i do about this iv been in contact woth them but all they say is go back to sender.

OnlineShoppingRights Editor 07/03/2016 at 11:49 am

If the phone had already been sent out to you before you phoned to cancel it, then yes you will have to return it - this is probably just how the retailers systems work. The process is probably such that you need to go through the stages of receiving and returning the item. Pick it up from the Post Office and send it back as soon as you can.

Juanita 05/03/2016 at 1:39 pm

I tried to pay for a holiday online with a company called On the beach. Upon trying to confirm payment a message came up on screen 'an error occurred.' I automatically thought my payment had failed and chose to try another online company. I successfully booked my trip but to my horror, OTB had already £440.90. I therefore paid twice for the same holiday. No offer of a refund was forthcoming. They deny there was any problem.
I have been trying to resolve this ever since to no avail. They also charged me over £12 for using a debit card.

Amy 04/03/2016 at 8:52 am

I wonder if someone could help....I ordered a upgrade phone with EE via a 3rd party supplier. I cancelled this order within 2hours of placing the order.
The 3rd party still sent the item, and have opened a contract in my name.
According to them, they cant cancel until they receive the item back. I have never had the item. It has been sitting in the post office, of which they are aware. They are now saying that I have to wait until the phone is received back to themselves and it will be another 3-5 days after that fact before they can process cancellation? Is this legal? Shouldn't the contract have been cancelled the moment I asked it to be?

OnlineShoppingRights Editor 16/02/2016 at 2:06 pm

It depends how easy it is to examine the pillows without undoing the packaging. In general consumers lose their right to return/refund if they are unseal goods that are not suitable for return if they are unsealed, due to health protection or hygiene reasons.

Goodenough 14/02/2016 at 12:28 pm

Hi, I've just received two pillows ordered online but don't like them. Retailers website shows that pillows can't be returned for hygiene reasons if "the sealed packaging has been opened". These pillows came in zipped carry case type packaging with plastic loops on the zips to seal them. Obviously I have had to cut these 'sealing' loops to examine the goods but the pillows themselves are unused and I still have all the original packaging. How do I stand as far as return goods within seven days?
Thank you.

tudorman 13/01/2016 at 4:44 pm

Mike mentioned last June that the cooling off period is no longer 7 days but 14 by virtue of the Consumer Contracts Regulations 2013. And you responded on the 23rd June about up dating articles. Perhaps this significant extension to consumer rights should be within your body copy by now!!

mummam 13/01/2016 at 1:03 pm

Hi bought a dress online, it's not suitable (can't get it on!) Company says no return without original invoice, which wasn't in parcel, can I still return it as I have proof of order.

Rums 18/12/2015 at 9:30 pm

Hello,
I purchased a 6 month magazine subscription in May 2015. This ran until Dec 2015 but I have since found out that the subscription Was automatically renewed for a further 6 months. I immediately informed the company that I wished to cancel my subscription and wanted a refund. This was within a day of the new subscription payment being taken. They are refusing a refund, stating that they have no returns policy and that once a subscription has started it cannot be cancelled. This is despite not yet receiving any of the 6 monthly copies yet.
Am I within my rights to request a refund?
Thanks

H 07/08/2015 at 3:24 pm

Hi. Ive just received some wall tiles which I ordered over the phone. They arrived yesterday, but are the wrong colour. I want to return them for a refund, but the company are trying to tell me they don't do refunds. Is that right?! Help!

OnlineShoppingRights Editor 23/06/2015 at 10:38 am

@Mike. Yes thanks. We're updating all these articles as and when we can.

Mike 17/06/2015 at 10:53 pm

The Distance Selling Regulations no longer apply in UK law. As of 13 June 2014 the Consumer Contracts Regulations - which implement the Consumer Rights Directive in UK law - apply to all purchases made at a distance. Among other things, it allows for a 14 day cooling off period.

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