Purchasing online
Internet shopping brings convenience, a huge range of products and competitive prices. However, reports of problems mean that some consumers still have major concerns about spending money or giving personal details online.
This page shows you how you can reduce the likelihood of difficulties and what to do if problems arise.
A guide to internet shopping
- Use a website that has been recommended to you by a credible source or one with which you are familiar.
- Ensure that your web browser (the software used to view websites, e.g. Internet Explorer or Netscape Navigator) is set to the highest level of security notification and monitoring (see your manual or click on "Help" in the browser's menu bar).
- Try to use the most recent version of your web browser, as it will often include improved security features. Both the Microsoft and Netscape websites offer free downloads of up-to-date versions.
- Be sure to make a record of the supplier's landline phone number and postal address. If these details are unavailable, consider shopping elsewhere.
- Always keep a copy of the details of your order and the retailer's confirmation message.
- Check all financial offers with the Financial Services Authority (FSA).
- Read the terms and conditions on the supplier's website and in particular find out what protection is offered in case problems arise.
- Look out for the closed padlock icon (
) at the bottom of the screen; it indicates that your details are being protected when sent. Clicking on the padlock allows you to see if the supplier has an encryption certificate. Only use companies that have this certificate and use secure transaction technology. - Never disclose your card's PIN number to anyone, including people claiming to be from your bank or the police. Never write it down or send it over the internet.
Consumer rights online
- Your high street consumer rights still apply online.
- Items must be delivered within 30 days unless otherwise agreed.
- If your credit or debit card is used fraudulently in the European Union (EU), the card company is obliged to refund you.
- If you use your credit card to buy online and the products do not arrive intact, or even at all, the card company should refund you for any single item costing over £100.
- In many cases in the EU, the law allows you to change your mind and claim a refund within seven working days of the delivery.
- Buying from traders in EU countries entitles you to many of the rights you have in the UK. Your local Citizens Advice Bureau can help with EU complaints.
- In the USA and elsewhere, problems could be more difficult to resolve, so check the small print. Contact EConsumer.gov or the Office of Fair Trading for international complaints and queries.
- VAT is handled by the supplier in EU countries but in the USA and elsewhere you may be required to pay customs, excise duties and VAT on top of the purchase price.
- You have the right to object to your personal details being used for direct marketing. Your internet service provider may be able to help with this.
- TrustUK is a non-profit organisation, endorsed by the UK government, established to ensure that online codes of practice run by trade associations and the like meet an agreed minimum standard. Look out for its logo.
If problems arise with internet purchases
- Approach the supplier as soon as possible asking them to solve the problem. Mention the date and number of your order, amount paid, method of payment, and how you would like your claim resolved. If necessary put the complaint in writing to the head office and keep records of letters and e-mails, and notes of telephone conversations. Many suppliers partake in schemes that aim to resolve disputes without having to go to court. Your local Citizens Advice Bureau or Trading Standards Department can provide you with more information.
- ICSTIS can help identify the nature of premium rate telephone numbers and services and help with queries about their content and promotion, or call 0800 500 212 (see also Making a call).
- For concerns about you and your children viewing unsuitable material while using the internet, the Internet Watch Foundation has some useful advice.
A guide to using internet auctions
- Look at the feedback ratings of sellers based on comments from other buyers.
- Check the description, make, model and retail price of the goods. Be very cautious of "too good to be true" prices. If the item is collectable, enquire as to its authenticity.
- Find out what methods of payment the seller accepts before bidding. Are you willing to risk sending your payment before receiving the product? A credit card (look for the padlock symbol—) offers the most protection if a problem arises. If the seller does not accept credit cards consider using an escrow service which holds your money until goods are delivered.
- Think carefully about how much you are willing to pay; once a price has been accepted you will be expected to pay.
- Read the small print. Is postage included? How will the goods be posted? Do you need extra insurance? Is the seller from the UK? What action will you take if things go wrong?
Consumer rights and internet auction sites
- You have fewer rights when you buy goods at an internet auction. In a private sale the goods must be described accurately, however a seller who is not acting as a business is not restricted by rules on satisfactory quality and fitness for purpose.
- If a problem arises, it may be more difficult to resolve than if you were buying from a shop. Some, but not all, auction websites offer complaints resolution processes or anti-fraud guarantees. Refer to the terms and conditions.
- If the person selling goods on an internet auction site is a business or trader, you retain your consumer rights.