Know your consumer rights - Safe online shops

Getting refunds when internet shopping

Have you purchased an item when online shopping but are now in desperate need of a full refund? Luckily online shoppers have a range of consumer rights which have been created to protect them when purchasing from an online store - this includes the offer of a full refund if the items you've bought simply aren't what you expected. When your online goods arrive you should check that the products match their online product description and that they meet your expectations. You have the right to a refund on your online shopping for any reason but it's crucial to remember that there may be some exceptions. In most cases an online shop should offer a 7 day good grace period and if you have exchanged money for your online goods then the online store should give you a full refund with 30 days once the online store has received your refund request.

Consumer law for online shoppers

Shopping online can be hazardous with the possibility of unsecure websites but consumer laws have been designed to protect when purchasing goods online. When purchasing from online stores your rights as a consumer are virtually the same as if you been shopping in traditional shops. However, if you purchase from a private online retailer the item must be sold as described and if not it would sensible to ask for a refund. Extra protection may be acquired if you pay using a credit card and whether you're buying new, vintage or cheap discounted goods, your consumer rights apply. You should always have an email confirmation from the seller following an online purchase and you should be able to change your mind and cancel the order within the "cooling off" period. Also, if your goods aren't delivered by an agreed date you're entitled to ask for your money back.

Advice you need before making an online purchase

Before you commit to an online transaction, whether it's online gifts, clothes or electricals, you need to be familiar with your consumer rights and to follow these key tips for safe online shopping. Check that you are purchasing from a reputable online retailer and ensure you read every part of the confusing small print when refunds, warranties and cancellations are concerned. Find out how other online shoppers have rated your product and ensure you've read a number of online reviews before you decide to purchase the item. Always make sure your data is protected when shopping on the internet and try to pick websites with third party accreditations and encrypted payment options through which to buy your goods. Lastly make sure you go through the website's privacy and security policies with a fine tooth comb before you hand over any card details or money to make sure you are a savvy online shopper!

Advice for online shoppers

• Make sure you can refund any unwanted items
• Ensure your chosen online retailer has a complete address
• Ensure your website has an encrypted payment facility
• Take into account shipping costs
• Read the small print and privacy statement
• Register a complaint if you're unhappy with a purchase
• Use online retailers you are familiar with
• Use price comparison websites
• Be careful when buying from websites abroad
• Only share your details with reputable businesses

Frequent complaints from internet shoppers

• Wrong product delivered
• Customer service not up to standards
• Not enough packaging
• Expensive postage and packaging
• Item isn't as expected
• Delivery not fast enough
• Failure to process payment correctly
• Billed for the wrong amount
• No telephone customer service assistance
• Unacceptable returns policy