When shopping online in the UK, consumers have a number of rights guaranteed by local laws and regulations, including:
Right to clear and accurate information about the product or service offered, including price, features, delivery time, payment terms, return and warranty policies.
Right to cancel the purchase within a period of 14 days after delivery of the product, without having to provide a reason. The consumer shall receive a full refund, including shipping costs.
Right to the protection of personal data, including information about the use that the virtual store will make of this data and the right to request the deletion of personal information after the end of the commercial relationship.
Right to receive products in good condition, that correspond to the description offered in the virtual store and that are suitable for the purpose for which they were acquired.
Right to efficient and accessible customer service, including the ability to file complaints and obtain solutions to purchase-related problems.
These are just some of the main consumer rights when shopping online in the UK. It is important to remember that the legislation can vary according to the country and it is always recommended to check the specific policies and rights in each case.
If a product is lost or arrives defective, what should a consumer do in the UK
If a product purchased from an online store in the United Kingdom is lost or arrives with a defect, the consumer must take the following steps:
Notify the seller immediately: The consumer must contact the online store as soon as he notices any problem with the delivery or the product. This can be done by phone, email or through the store’s website.
Request a refund or replacement: If the product is defective or does not match the description, the consumer has the right to request a refund or replacement. If the product is lost, the consumer can request the shipment of a new product or a refund.
Document all communications: The consumer must keep a record of all communications with the virtual store, including dates, times, names of attendants, protocol numbers and content of conversations.
Resolving the dispute: If the online store does not resolve the issue to their satisfaction, the consumer can contact Citizens Advice, an independent organization that provides free assistance and advice to consumers in the UK. In addition, the consumer can resort to alternatives such as online dispute resolution or taking legal action.
In summary, when facing problems with delivery or product quality in online stores in the UK, it is important to act quickly, keep a record of communications and seek help from specialist bodies if necessary.
If the online store refuses to refund a lost order, what should the consumer do?
If the online store refuses to refund a lost order, the consumer can take the following steps:
Revisit the store’s refund policy: The consumer should revisit the online store’s refund policy to be sure they are following the correct procedures for requesting a refund. If the online store is violating its own terms and conditions, the consumer can argue this by contacting the store again.
Use dispute resolution tools: Some online shopping platforms offer dispute resolution tools, where you can open a formal dispute and try to resolve the issue more effectively and formally.
Seek help from expert bodies: Consumers can seek help from expert bodies such as Citizens Advice, which offers free advice and support to resolve disputes between consumers and businesses. There are also regulatory bodies that can be consulted, such as the Financial Conduct Authority (FCA).
Taking legal action: If all other options are not enough, the consumer can consider taking legal action against the online store. In this case, it is important to have evidence to prove that the product was not delivered, as well as records of communication with the store.
In either case, the important thing is to keep a record of all communications and follow the correct procedures to try to resolve the issue quickly and efficiently.