National Consumer Week 26TH Nov to 3rd Dec 2018
This year the campaign will be focusing on online marketplaces selling goods. We are looking to raise awareness of people’s rights when buying items from online marketplaces and what they can do when something goes wrong.
What are people’s rights?
If someone is buying a good from an online trader their rights are the same is if they were buying from any other online store:
- They normally have up to 14 days after receiving their goods to change their mind and get a full refund.
- If there’s a problem with their item within the first 30 days from when they bought it, they could get a refund, replacement or repair.
- If it can’t be repaired or replaced, then during the first 6 months, in most cases, they’re entitled to a full refund.
What can people do if something goes wrong?
- Contact the seller directly to try to resolve the issue.
- Check the online marketplaces’ terms and conditions. They may have their own protection and dispute resolution systems.
- Some traders belong to an Alternative Dispute Resolution (ADR) scheme, which means they offer a way to solve the problem without going to court.
- If the person bought from a private seller, consider making a claim to the court – this is sometimes called a ‘small claim’.
Where can people go for more information?
- Get advice from the Citizens Advice Consumer Helpline at 03454 04 05 06 (03454 04 05 05 for Welsh language).
- Visit the Citizens Advice website for more information on the campaign at www.citizensadvice.org.uk/ncw18.
- For more general consumer advice visit www.citizensadvice.org.uk/consumer.
- Buying Something Online Leaflet https://www.citizensadvice.org.uk/Global/CitizensAdvice/campaigns/NCW18/NCW%20leaflet_ENGLISH%20(2).pdf