Your rights when dealing with faulty goods ordered online or by mail order
As with shopping on the high street, purchases made online or by
mail order are covered by the Sales of Goods Act. This states that
goods must be as described, fit for purpose and of
satisfactory quality (see our guide to faulty goods for
more info.)
If you find a fault with your goods then you two options: either
ask for a refund, or ask for a repair or
replacement (the retailer will decide if an item is
repairable or needs replacing.)
If you want your money back then you have a "reasonable" time to
reject the goods and claim a refund or repair/replacement. As there
is no fixed time on how long you have then it is best to contact
the retailer as soon as you find the fault.
Write to the retailer telling them what is wrong with the item
and that the Sales of Goods Act has been breached. Say that you
want a full refund or a replacement/repair and also for either
collection of the item to be arranged or for delivery costs
incurred by you when returning the item to be reimbursed.
If less than seven working days have passed since you received
the item then also mention that you have a right to return the
goods under the Consumer Protection (Distance Selling) Regulations
2000.
If the retailer rejects your claim write to them again
threatening them with court action.
If they still refuse to play ball at this stage then consider
taking legal action. See our guide to taking a dispute to the small
claims court for more info.
Purchases that were paid for with a credit card and cost between
£100 and £30,000 are also covered by Section 75 of the Consumer
Credit Act. This gives you the right to claim a refund from your
credit card provider if what you buy turns out to be
unsatisfactory. Please see our guide to claiming a Section 75
refund for more information.
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