Do you know your rights when buying online?

Every time we buy something we are making a legal contract.

When we buy something and it goes wrong, develops a fault and isn’t quite what we thought it would be, it can be extremely disappointing. The law can seem complicated. What are your rights?

If you decide to buy from a business online, you have the same legal rights as you have when buying from a business's premises. However, you also have extra rights because you made a contract online. When you do this, you can change your mind for any reason you choose. If you buy in a shop, the shop may let you change your mind and get a refund, but they don’t legally have to.

The law states:

  • You have 14 days to change your mind about the contract and cancel or return goods, unless the goods are bespoke (personalised to you) or made to measure

  • Once you have cancelled the contract or returned the goods , you should be refunded without delay, usually within 14 days again

  • Do not use the goods, or you could have some money deducted from your refund. Treat the goods the same as you would do in a shop

  • Unless the business agrees to do so, it is your responsibility to send the goods back. Again within 14 days.

The law states generally for all goods, everything you buy must be:

  • Of satisfactory quality

  • Fit for purpose and

  • As described

In practice, this means the goods must not be faulty, match any description given and be fit for the purpose you bought them for.

What if the goods don’t?

The business is in breach of contract. You have a legal right to seek a solution.

You have 30 days from the day after you bought the goods to get a full refund. You can decide not to ask for a refund or if 30 days has passed you can ask the business to repair or replace the item at their expense

You do not have to give the business more than one chance to replace the goods if they are faulty. If the repairs or replacement are unsuccessful, are impossible, too expensive or cannot be carried out within a reasonable time and without causing significant inconvenience, you can ask for a price reduction (you can choose to keep the goods and ask the business to give a reduction in the price) or you can claim a refund but, depending on circumstances, a deduction for use may apply).

A business needs to deliver goods within 30 days, or on the date that has been agreed. If the goods are not delivered on time or you can’t find a suitable alternative delivery date. You can get a full refund.

What should I do?

Speak to the business, ask them for what you want. If this does not work, then you would need to email or write to them. You can use our Template Letter.

Rules for life

  • Be polite

  • Be clear in what you want

  • Keep a record of all letters and communications

  • If the business disputes what you are saying, direct them to this website. Businesses need to know their rights as well.

For further advice, contact Citizens Advice Consumer Service 0808 223 1133.