2009
New figures released today show that more people than ever are seeking consumer advice about internet shopping transactions.
In the three month period to the end of March, Consumer Direct, the OFT's advice service, received more than 28,000 calls and emails from consumers asking for advice about online transactions, 14 per cent up on the same period last year. Enquiries about online purchases now account for 10 per cent of calls to Consumer Direct, compared to 6 per cent in 2006.
OFT research also published today found that only half (51 per cent) of internet shoppers know about their basic right to return items if they change their mind.
When buying goods online, shoppers normally have a 'cooling off' period of seven working days to cancel their order for any reason and claim a full refund. Although cancellation rights do not generally apply to personalised or perishable goods, for most items, the seven day cancellation period starts when the contract is concluded and lasts seven working days counting from the day after delivery.
Consumers buying services from online retailers also generally have seven working days to cancel, subject to certain exceptions. This cancellation period generally starts when the contract is concluded and lasts seven working days counting from the day after the contract is concluded, unless a consumer has agreed to the service beginning before the cancellation period expires.
Michele Shambrook, Operations Manager for Consumer Direct said: 'More people than ever are seeking advice about their online purchases but there are still many people unaware of the protections available when shopping on the internet. If in doubt, you can contact Consumer Direct.'
As well as cancellation rights, online shoppers also have the right to know who they are dealing with, key information about what they are buying, and protection against online payment card fraud.
Further information and advice on online shopping rights is available by visiting the website at www.consumerdirect.gov.uk or for individual advice call 08454 04 05 06.
