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Internet shopping

More people now have access to the internet, and as a result, internet shopping is increasing. While the internet can be an easy way to do your shopping, you need to take some precautions when shopping on the web.

Your rights

If you buy anything on the internet from a seller in the UK, you're protected by the same laws that apply to goods and services bought from shops or other local suppliers.

Any goods you buy have to be of satisfactory quality, as described, and fit for any specified purpose. Services must be carried out with reasonable skill and care, within a reasonable time and at a reasonable charge - if no charge is agreed before.

The Distance Selling Regulations help by giving consumers the right to receive clear and comprehensive information about the goods or service before deciding to buy. These include:

  • the supplier's name
  • the price including taxes
  • delivery costs and arrangements
  • how you can pay

You must also be told that you have the right to cancel.

When you have placed an order you should get written confirmation of this information - fax, email or letter. This should also include information about how you can cancel the order and by when. Consumers have seven working days from the day after the date of delivery to change their minds and return the goods.

The seller must deliver the goods or services within 30 days unless you agree something else. If this doesn't happen you must be refunded within 30 days.

Things to consider

On the basis that prevention is always better than cure, you are advised to consider the following before you buy anything on the internet:

  • make sure you have the supplier's real contact details - such as a full geographic address and phone number
  • check how unsuitable or faulty goods are to be returned and who has to pay that cost
  • make sure that the delivery charge is included in the price and that the delivery charge includes delivery to Northern Ireland - many websites charge extra for delivery to Northern Ireland, because in some cases there is an additional cost to the trader - if this is the case, you sholud be made aware before you are committed to purchase

Protect yourself against 'phishing' where fraudsters try to trick you into revealing information. Don't click on email links to your favourite shop as they may take you to a fake version of the website - always type the shop's address in the browser.

Paying by credit card

Most internet buyers are asked to pay by credit card. Some people may be worried about giving their credit card details by email, but the risk is probably no greater than giving your details over the phone. Responsible traders will normally have anti-fraud measures built into their systems.

Safe websites usually have a website address that begins ‘https’. They may also display a padlock symbol within the window frame of Internet Explorer – don’t be fooled by a padlock on the web page itself as it’s easy for conmen to copy the symbol.

You can also double click on the padlock symbol and check that the certificate is not out of date and the name on it matches the company behind the website. Be aware that these symbols may not appear until you start the payment process.

Added protection

Paying by credit card gives you added protection for goods costing over £100 but no more than £30,000. If your goods are faulty or fail to arrive you can claim against your credit card provider if the website company ignores your requests. To avoid paying interest try to pay off the amount in full when you get your credit card bill.

Many websites use online payment processors such as PayPal, Google Checkout or WorldPay. The law in this area is not certain, so if a problem arises with the goods or services it is unlikely that you will be able to claim against the credit card company as the payment does not go directly from the company to the seller.

Online payment processors have their own payment protection arrangements but these may not fully cover your purchase so read their terms and conditions carefully.

The Distance Selling Regulations also give you the right to a refund of all the money taken through fradulent use of your credit or other payment card.

Do it online