Online shopping FAQs
When you get your goods
Q12. What should I do first when my order is delivered?
You should inspect the goods as soon as possible after delivery. If the goods are damaged/faulty you should complain to the trader in writing immediately (by email, fax or letter).
Likewise you should complain if the goods are different from those ordered and you are not satisfied with this substitution. The web-trader is obliged to rectify the problem for you, through either a replacement or a refund.
Details of how the web-trader will rectify the problem should be outlined in the terms and conditions on their website.
Q13. What if the goods I ordered are faulty?
For goods purchased from an EU web-trader the same law applies as to goods purchased in an actual shop, i.e. the goods should be of merchantable quality, fit for their purpose and as described.
You should not be charged for returning faulty goods. If your money is being refunded you should get back the cost of the item, the original delivery costs paid and the cost of returning the goods.
Q14. What if the goods that were delivered are different to the goods I ordered?
Sometimes a web-trader may supply alternative or substitute goods when the actual goods you ordered are not available (a web-trader should make you aware of the possibility of this happening before you enter into a contract with them). This is legal.
However, if you are not happy with the substituted goods you are entitled to return them and seek a refund.
In this case, you will be due back the cost of the item, including the original delivery costs paid and also the cost of returning the goods.
Q15.What if I receive an item I ordered but decide I no longer want it?
Since you cannot examine online purchases physically as you would in a normal shop, a consumer purchasing online is granted an additional right of cancellation. This right of cancellation is known as the “cooling-off period”.
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