Online Shopping: a Guide for Consumers

 

Consumer Advice for those buying goods and services on the internet.

 

Shopping over the Internet is becoming ever more popular, both from PC’s and interactive TVs. It can be great fun and a super time saver. It also allows you to compare prices around the world to ensure you get value for money. 

 

There are potential problems with online shopping, as with any other form of trading. You are shopping at arm’s length and will not get a chance to examine goods before purchase. If the supplier is abroad you may have difficulty sorting out problems should they occur. 

 

Some Basic Tips: 

  • look at as many sites as you can to compare prices
  • remember you may have to add postage and customs charges to the quoted price
  • if you do not know the company, ask around amongst friends or search the Internet for references or a relevant newsgroup
  • print off hard copies of adverts, terms and conditions, offers and your order form and keep them safe for future reference, in case of a dispute
  • if you do not get confirmation of your order, e-mail the trader and ask for it
  • look for “real world” information on the company such as an address or telephone number (See our Distance Selling Page).
  • if using a debit or credit card always check statements carefully, especially if prices are quoted in a currency other than Sterling. Always use a “secure” site (Look for the padlock symbol).
  • paying by credit card can give you extra protection. See the OFT or TSI websites for more detail.

 

Internet Shopping/Auctions

 

If you buy something over the Internet, be sure you know:

  • what is being sold to you,
  • the total price of the goods,
  • the date the goods are to be delivered,
  • the return and cancellation policy,
  • the terms of any guarantee.

 

Other points to remember are:

  • You should save all information relating to the transaction.  If you have to refer back to the trader you will need this information.  This should include pages from the supplier's website (e.g. the advertisement), the completed order form, and any e-mails.
  • Take care with the information you give out over the internet.  Beware of giving out your bank account numbers, credit card numbers or other personal information to a company you don't know or haven't checked out.  Don't provide information that isn't necessary to make a purchase.  Never give your PIN number.
  • Check the privacy statements. These will explain what the company does with the information they have about you and how secure the information is.  Good companies will also allow you to say whether or not you want your information shared with other companies.
  • Check the security of payment details.  Does the site have the picture of the security padlock.  Many companies allow you to send your credit card details via a secure (encrypted) page and you should aim to buy from companies that give you this choice.
  • You may have some extra protection if paying by credit card.  If you pay by credit and the cost of the goods cost more than £100.00 you will have a claim against the credit card provider should the trader go out of business.  Remember this protection does not include Debit or Charge Cards.
  • Remember if someone uses your payment card (including debit, credit, charge or store cards) fraudulently to shop on the Internet without your permission you can cancel the payment and the credit card issuer must arrange for your account to be re-credited in full.

 

Shopping from Home


Consumer Protection (Distance Selling) Regulations 2000


 

Shopping from home is an enjoyable and convenient way to buy your goods and this can be done in a number of ways, via the internet, magazines, mail order catalogues etc.  It is therefore important that you:

  1. Know what your rights are – as a consumer you have special rights in terms of the above legislation when you shop from home.
  2. Know who you are dealing with – has the trader provided his business ownership details.
  3. Keep copies of all transactions –, adverts, web pages, emails and bank transactions etc.

 

The Consumer Protection (Distance Selling) Regulations states that you are entitled to clear information about the goods or the services on offer before placing an order.  These rights also apply to countries in the EU.  You are entitled to:


 

  • Written information about a purchase. 
  • A 'cooling off' period of seven working days, during which your order can be cancelled for any reason – you don’t need an excuse and a full refund given to you.
  • A full refund should be given if goods or services are not provided by an agreed date, or within 30 days of placing an order if no date was agreed.
  • Protection against credit card fraud.

 


Remember if the goods turn out to be faulty you should not have to incur any cost in returning the goods for a refund of money.

 

 


If you are buying a service, it should be carried out with reasonable care and skill and within a reasonable time.


There are exclusions and you should know what isn't covered.


They do not apply to:

  • Financial services like insurance or banking. The Financial Services Authority (FSA) deals with this. 
  • Auctions.  Unlike other sellers Auctioneers can refuse to accept responsibility for the quality of the goods they auction. You should read their Conditions of Sale with care. 
  • Vending machine purchases.
  • Contracts involving the sale of land. 
  • Unsealed audio or video tapes. 
  • Unsealed computer software.
  • Betting games or lottery services. 
  • Newspapers and magazines.
  • Food, drink or other goods intended for everyday consumption delivered by regular roundsmen - for example, deliveries of milk. 
  • Contracts for accommodation, transport, catering or leisure services, which are arranged for a specific time or date - for example, train, airline or concert tickets, or hotel bookings. 
  • Timeshare and package holidays.

 

Should you buy goods from a trader who is outwith the EU it may be difficult to pursue them should you have a complaint.  You may also be liable for customs and excise duty.

 
Remember the Consumer Protection (Distance Selling) Regulations only apply to countries within the EU.

 


 

Happy surfing!

 

You can find other useful websites in Consumer Advice.

 

If you have any problems please contact Consumer and Trading Standards:

 

Phone: 0141 287 6681 

 

E-mail:  ts.enquiries@eps.glasgow.gov.uk