Ordering online is quick, easy and often less of a hassle than shopping on the high street. We can shop around without moving around, but we also can’t see or check the products we order, and we have to wait for them to arrive. Online shopping now accounts for 10% of retail sales yet, if the goods are not right, 60% of us are less likely to return products if we bought them online.
Key related issues include deliveries not arriving in a timely manner, goods not as expected and goods damaged in transit. In the last case, if the goods delivered are damaged, you can either ask for a refund or a replacement. The big question is always who pays for the return postage as it’s not the consumer’s fault that the goods are damaged.
Do I have to pay for the cost of returning? There is no simple answer to this question and it will depend on the retailer. The current regulations are unclear on who covers the cost. However, if your purchase was damaged when it arrived then it is reasonable that the firm pays for the return postage cost. If the goods are faulty and you have requested a replacement, the return postage for the faulty goods should also be covered by the retailer. Finally, if there is an unfair term in the contract you can also argue that you should receive a refund. However, this can be difficult to prove. A good example of an unfair contract term is eBay’s general, no refund policy. But even if the contract states no refunds, if the goods are not as described you are entitled to a refund.
Do I have to use the same packaging? You do not need to use the same packaging to return the product. However, your case will be strengthened if you return the damaged goods using the original packaging.
When can I get a refund? Under the European Union Distance Selling Act you have 7 days in which to raise an issue, known as Distance Selling Regulations. You must send the products back or the company may collect. By law the retailer must process your refund within 30 days from receipt of the returned goods. There are some exceptions where you are not entitled to a refund such as music, DVDs, software where the seal is broken, perishable items, underwear and earrings or a product that has been specially made or adapted for you. Your refund should include the original cost of the product plus any cost of posting.
How long do I have to wait? Goods must be delivered within an agreed timescale, or you have the right to cancel. If you did not agree a timescale, Distance Selling Regulations says you must receive the goods within 30 days or you have the right to cancel.
NB: New consumer regulations are due to come into force shortly to provide greater protection and will introduce consumer regulations on the purchase of digital content (such as game, videos and music). Visit www.resolver.co.uk for more details.
Information provided by Resolver