Consumer Protection Measures That Affect Online Selling

Buying online

If you are selling online with an e-commerce website, you need to be aware of the law.

The Consumer Rights Act came into force on 1 October 2015. The law is now clearer and easier to understand, meaning that consumers can buy and businesses can sell to them with confidence. On the rare occasions when problems arise, disputes can now be sorted out more quickly and cheaply. Alternative Dispute Resolution, for example through an Ombudsman, offers a quicker and cheaper way of resolving disputes than going through the courts. The changes are relevant to all consumers and every business which sells directly to them.
Source: Citizens advice bureau.

Consumer protection measures, including longer refund rights, are in force under the Consumer Rights Act.  Anyone who buys faulty goods will be entitled to a full refund for up to 30 days after the purchase.  Previously consumers were only entitled to refunds for up to 14 days. There is also protection for people who buy digital content, such as ebooks or online films and music. They are entitled to a replacement, if the downloads do not work from your eCommerce website but not a refund. If a download infects a computer with a virus, the provider might also be liable to pay compensation for getting the virus removed. The Act also covers second-hand goods, when bought through an online retailer via an eCommerce website.

Goods ordered at home

  • Up to 14 days After receiving your goods, in most cases, you can change your mind and get a full refund.
  • Up to 30 days If your goods are faulty, you can get a refund.
  • Up to 6 months If it can’t be repaired or replaced, then you’re entitled to a full refund in most cases.
  • Up to 6 Years If the goods do not last a reasonable length of time you may be entitled to some money back.

See the summary from the Citizens Advice Bureau here »

BBC article – Your New Consumer Rights Explained

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