Your consumer rights

Buying from UK companies – Online buyers have protection in law against unfair trading through the Sales of Goods Act 1979 and the Distance Selling Regulations 2000.

The key points are as follows

• The seller must provide clear and accurate information about the goods or services they are selling.
• The seller must provide written confirmation of the sale.
• Goods must arrive within 30 days, unless otherwise agreed.
• You have a ‘cooling off’ period of seven days – which starts the day after you receive your goods – during which you can cancel your order.
• If an item arrives faulty or broken, you have the right to a repair, replacement or full refund. The seller should pay the cost of returning the item.
• If you buy a second-hand product from a business you are still legally protected – they must ensure goods meet legal safety standards and are correctly labelled. But because of wear and tear the law does not hold the trader to the same standard of quality as those selling a new product. Private sellers online, however, can refuse responsibility for the quality of their goods.

Buying from companies outside the UK – If you buy an electrical product from a company based inside the EU, European law will protect you but it may take time to sort out your complaint. Contact the UK European Consumer Centre at www.ukecc.net for more details, or contact Consumer Direct. If you buy from a company outside the EU and you have a problem, it is unlikely that UK or EU law can protect you.

Other considerations

• Electrical goods may not meet EU safety and quality standards.
• The product you get may work on a different voltage rating from that in the UK.
• As well as delivery charges you will have to pay Customs and Excise duties before the goods are delivered.
• If you need to return a product, you will probably have to pay the postage. You will also need to complete a Customs and Excise form to get duty taxes refunded.