The internet – whether accessed through a computer, digital TV or mobile phone – offers convenience, choice, competitive prices and access to a wealth of information.
Last year, the DTI carried out research into consumer attitudes to internet shopping. New research carried out this year, which also examines UK consumers’ cross-border shopping habits and experiences, shows that while consumers have greater confidence in shopping online now than a year ago, some of the same concerns are preventing more people from spending their money online.
By following a few simple tips, it is possible to shop safely online.
KEY SAFE SHOPPING TIPS
Payment: If your credit or debit card is used fraudulently in the EU, the card company must refund you.
Websites: Use ones you know or which are recommended - or look for the TrustUK logo. Get the supplier's phone number and postal address.
Records: Keep a copy of what you've ordered, plus the supplier's confirmation message.
Quality: Your high street consumer rights apply online.
Cooling off: In many cases in the EU the law lets you change your mind and get a refund within 7 working days of the delivery.
Check First
You should use sites you know or which have been recommended to you. You should also check all financial offers with the Financial Services Authority. For further advice go to the Office of Fair Trading, or the TrustUK websites.
Remember to read the Terms and Conditions on the suppliers web site. In particular, check what protections are offered in case things go wrong.
Your high street rights apply
Your high street rights apply equally when buying over the internet as when shopping on the high street. So remember, goods must be of satisfactory quality and adverts and descriptions must not be misleading. BUT with auctions and private sales the general rule is "buyer beware". The Advertising Standards Authority and the Office of Fair Trading websites have further information.
Online protection
Don't forget that you must be given key details before you buy such as the supplier's postal address. Also, items must be delivered within 30 days unless otherwise agreed. The DTI website contains more details.
Technology helps
Look for a closed padlock sign at the bottom of the screen. It shows that your details are protected when being sent.
Buying from abroad
If you buy from traders in EU countries you have many of the rights you have in the UK. Be aware that in the USA and elsewhere problems could be more difficult to sort out - so check the small print. Any international complaints can be directed to Econsumer.gov, or alternatively the Office of Fair Trading website provides helpful information. Your local Citizens Advice Bureau can help with EU complaints.
Duties and Taxes
In the EU, VAT is handled by the supplier but in the USA and the rest of the world you may need to pay customs, excise duties and VAT. HM Customs and Excise has useful advice.
Safe payment
If you use your credit card to buy online and the goods fail to arrive or are faulty, the card company should refund you for any single item costing over £100. For further information visit the Association for Payment Clearing Services or the Office of Fair Trading websites.
Data protection and unwanted e-mail
Remember, if you do not want your personal details to be used for direct marketing, you have the right to object. Your internet service provider or the Direct Marketing Association's e-mail preference service may be able to help. The Information Commissioner's website also has more information.
If problems arise
First, ask the supplier to put things right. Many suppliers are covered by schemes aimed at sorting out disputes without having to go to court. Your local Citizens Advice Bureau, Trading Standards Department or the Community Legal Service can advise further. If you are concerned about fake goods, you can find helpful advice on the Government's Intellectual Property (IP) portal.
The ICSTIS website might be helpful if you have problems with premium rate services. If you have concerns about you and your children seeing unsuitable material on the internet whilst shopping or surfing, the Internet Watch Foundation and Home Office websites have some useful advice.
Last updated: 24 July 2003 Writen by Consumer Gateway
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