By Elliot Wright, 9th March 2010
The majority of UK consumers are unaware of their rights when
purchasing goods online, a government survey shows.
Despite ranking as the biggest online shoppers in Europe, having
spent £38bn online in 2009, more than three quarters of UK shoppers
don't know there are differences between online and high street
consumers rights.
The research, carried out by the Department for Business,
Innovation and Skills as part of the government's "Know You
Consumer Rights" campaign, revealed that 60% of Brits are less
likely to return goods purchased online, compared to items
purchased directly in shops.
This is despite online purchases being subject to an extra
seven-day cooling-off period, giving customers even more of a
chance to return unsatisfactory goods.
Consumer Minister, Kevin Brennan, said: "There has been a huge
revolution in how people buy goods. We are now Europe's biggest
online shoppers, so it's important we all know that most online
goods can be returned with no questions asked within seven days. We
want confident consumers who can assert their rights and get a good
deal."
More than one in 10 people surveyed admitted to not being sure
of their consumer rights with online purchases but the survey also
revealed that consumers are just as confused when shopping on the
high street.
Two fifths of shoppers wrongly assume that retailers always have
a right to refuse a refund if they don't have a receipt. And,
astonishingly, one in ten believe goods can't be returned once
they've left the store.
Michele Shambrook, Operations Manager for Consumer Direct, the
government-funded advice service, adds: "We want consumers to be
more confident when shopping on the high street or online. People
who are knowledgeable about their rights are more likely to get a
fair deal, save money and resolve problems when things go
wrong."
Consumer rights tips:
1. Online is fine - if you buy goods on the internet, you have
the same rights as if you were shopping on the high street. In
addition, you have the right to a seven day 'cooling off' period
from the date you receive the goods, with the right to a full
refund regardless of the reason for return. Remember though that
this doesn't apply in some situations, for example if the goods
were personalised for you, were perishable, or are not in the same
condition as when they were delivered.
2. Returning it to the retailer - when you buy goods, your
contract is with the retailer not the manufacturer and you should
always go back to the retailer in the first instance to request an
exchange or refund. If you have a manufacturer's warranty you can
contact them as well as the retailer. And don't delay - act as soon
as you discover the fault.
3. No receipt required - you do not need a receipt to obtain a
refund for faulty goods. However, you may be required to show
proof of purchase with a credit card slip or bank or credit card
statement.
4. Check at the checkout - although you do not have the legal
right to take back goods bought on the high street just because
you've changed your mind, many stores do offer a 'no questions
asked' refund or exchange policy. Check the store policy when you
buy.
Useful links:
Your online
shopping rights
Returning
faulty goods
Claims Financial