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TMCNet:  Know your rights for web shopping [Gloucestershire Echo (England)]

[December 20, 2013]

Know your rights for web shopping [Gloucestershire Echo (England)]

(Gloucestershire Echo (England) Via Acquire Media NewsEdge) Q I ordered a sports top online. When it arrived I tried it on but didn't like the colour. They say that they now can't resell it as new so can't give me a refund. Is this right? A No, unless it is damaged, soiled or you removed the tags. The Distance Selling Regulations give you the right to return goods within seven days.


Q I have returned goods to an online retailer but they won't give me a refund until they have inspected the item, which may take up to 45 days. Do I have to wait this long? A Under the Distance Selling Regulations retailers must give full refunds as soon as possible and in any event within 30 days.

Q I have ordered a tracksuit. When it arrived the trousers were missing even though they are clearly on the picture and the item was described as a tracksuit. They have now told me that the item only included the top? A Under the Sale of Goods Act (section 14), all goods must fit the description given. In this case, if something is described as a 'tracksuit' you would expect the top and trousers. Otherwise it would be called a 'tracksuit top'. You can demand a full tracksuit or a refund.

Q I purchased a laptop from an online shop.

When it arrived I realised that I had ordered the wrong one as I wanted had a touch screen. I have asked if they will replace it but they say no. What can I do? A You do not have automatic right to 'exchange' it but under the Distance Selling Regulations you do have rights to return it for a full refund within 7 days.

Q I purchased TV online. When it arrived I found that it had a white line going through the middle of the screen. The shop said they do not give refunds but they will exchange it. Are they right? A No. Under the Sale of Goods Act 1979 (s:14) goods must be i) fit for purpose ii) as described and iii) of satisfactory quality. If goods do not meet up to these standards you have the right to a refund.

Q I'm purchasing a turkey for Christmas online. What happens if it does not arrive on time for Christmas? A If no delivery date is specified the law says the retailer should deliver within a reasonable period of time and in any event within 30 days. I advise that you 'specify' a date. If it does not arrive the retailer is in breach of contract.

Q I purchased a pair of trainers online.

When they arrived one had a scratch. The shop has offered a full refund but have said that the trainers are in the sale so they will only refund me the sale price. Can they do this? A No. The retailer has to refund you the full price that you paid for the goods, not the price that they are being sold for. For more information visit Dean's FREE legal and consumer website youandyourrights.co.uk or join him on twitter @deandunham.

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