2007
A recent study found that over half of all internet shoppers are in the dark about their consumer rights. With distance shopping, such as buying over the internet, over the phone, via TV shopping channels or from a catalogue the theme of this year’s National Consumer Week (12th – 16th November) Consumer Direct East Midlands and Trading Standards are encouraging shoppers to spend a little more time, and save a lot more money!
9th November 2007
With the ease and popularity of mail order and online shopping, you can net big savings - but there can be problems too. So far this year Consumer Direct East Midlands has received over 12,600 calls from across the region about problems with distance shopping. The main causes for complaint are delivery problems, with orders delayed or never delivered, and goods arriving faulty or damaged.
Sara Barry, Consumer Direct East Midlands Manager, said:
'Consumer Direct East Midlands Advisors take calls everyday from people experiencing problems after shopping online. When shopping from afar, consumers do have extra rights but there are also risks. Taking the time to find out what your rights are in these circumstances can help you to protect yourself and resolve any problems quickly and successfully.'
National Consumer Week, organised by the TSI and supported by Consumer Direct and local trading standards services, seeks to raise awareness of online rights, responsibilities and potential pitfalls.
Top tips for online shopping:
1. Make sure you're getting a good deal
- shop around by using price comparison sites and multiple search engines
- when comparing prices, check that the advertised price includes everything you have to pay, for example tax and delivery charges.
2. Know who you're dealing with
- check the trader's details on their website, including their geographic and email addresses
- don’t assume ‘.UK’ means that the seller is based in the UK
- read all trader reviews and help others by writing reviews when you make purchases.
3. Know your distance selling rights
- check your cancellation rights before making a purchase: under the Distance Selling Regulations you can get a full refund on many products if you cancel within seven working days after the day of receipt
- if returning goods you are entitled to a refund of the original delivery cost but check the terms and conditions to see who will cover the cost of returning them
- traders are not allowed to deduct a restocking charge or administration fee for returned goods
- if you wish to cancel, you must take reasonable care of the goods you are returnin
- check and keep all receipts, order confirmations and correspondence
- goods should be delivered within 30 days after date of order, unless you agree to a different delivery timeframe
- complain to the trader if you have a problem shopping online
- contact Consumer Direct if the trader does not resolve your problem
4. Protect your personal and financial information
- use security software and keep it up to date
- look for a padlock symbol ( ) or 'https' in the website address before inputting personal details
- if you use a credit card for purchases of £100 or more, you may get reimbursement from the credit card company if something goes wrong
- check your bank and credit card statements regularly and contact your bank immediately if you think your details have been disclosed
If you have a problem with goods bought online or by other forms of distance selling you can contact Consumer Direct on 08454 04 05 06 for clear, practical advice.
-ends-
MEDIA enquiries:
Georgina Barton
Tel: 01522 535792
Mobile: 07768 840239
Email: georgina.barton@consumerdirect-eastmidlands.gov.uk
NOTES
National Consumer Week
This is the 17th annual National Consumer Week organised by the Trading Standards Institute and for the third year in association with Consumer Direct, the government-funded consumer advice telephone and online service.
National Consumer Week is a platform to raise awareness about specific consumer issues and particularly to highlight new developments in an increasingly complex and competitive marketplace. It profiles the work of and is supported by local authority trading standards services across the UK.
1. The OFT’s 2007 market study into internet shopping found that 56% of internet shoppers did not know about their right to cancel under the Distance Selling Regulations.
2. Consumer Direct is a telephone and online consumer advice service funded by government and managed by the Office of Fair Trading. It operates in partnership with Local Authority Trading Standards Services to offer consumers clear, practical and impartial advice and information.
3. Consumer Direct has around 350 trained advisers in 11 contact centres across England, Wales and Scotland.
4. The information and advice helpline is available on a single national telephone number - 08454 04 05 06 from 0800 – 1830 Monday to Friday, and 0900 – 1300 Saturday, excluding bank holidays and public holidays.
5. A Welsh-speaking Consumer Direct service is available on 08454 04 05 05. Minicom users should call 08451 28 13 84.
6. Calls to the Consumer Direct 0845 numbers are charged at no more than four pence per minute from a BT landline. Call charges from other landline providers or mobile phones may vary. Please check the rate with your phone service provider.
7. Northern Ireland has its own service called ConsumerLine (available on 08456 00 62 62) which is similar to Consumer Direct. Visit the ConsumerLine website.
