By telephone,post or internet

Buying goods or services by telephone, post or internet

If you purchase goods or services at a distance, for example on the internet, mail order, by post or telephone, you have the same rights as when you buy face to face but with additional protection. 

The law

The Consumer Protection (Distance Selling) Regulations 2000 set out your rights when purchasing goods or services "at a distance".

NB This protection only applies to consumers and not to anyone acting in the course of a trade or business.

What does the legislation cover?

The legislation sets down requirements in relation to information that you must receive:

  • The specific information that must be given to you before you place an order
  • Additional information that must be provided to you after placing an order

In most circumstances the legislation provides you with a 7 working day cooling-off period and requires traders to deliver goods within 30 days of the order being placed (unless an alternative date is agreed in advance).  Failure to deliver by or within this period of time will entitle you to cancel the order and seek a full refund.

What areas are not covered by this legislation?

Some goods and services are not included:

  • Catalogue goods ordered through an agent (however, the trader must allow the customer to return the goods within 7 days)
  • Financial services such as banking or insurance
  • Goods ordered from a payphone
  • Food, drink or other goods for everyday consumption
  • Timeshare and package holidays

What information should I receive before I place an order?

Traders must provide the following information:

  • Their name (and address if you have to pay in advance)
  • An accurate description of the goods or services
  • The price including any taxes or delivery charge
  • Payment and delivery arrangements
  • Your right to cancel the order
  • Details of any costs you will have to pay for returning unwanted items (NB if you are within the 7 day cooling-off period the only costs they can charge are to cover postage)
  • Any minimum period a contract for a service (such as mobile phone or gas supply) must run before you can cancel

What information should I receive once I have placed an order?

Traders must provide the following information:

  • Written confirmation about your order
  • Written information about how to cancel an order
  • Details of any guarantees, warranties or after sales service
  • Details of how to end any contract for services

Can I cancel my order or return the goods if I change my mind?

In most cases you have a cooling-off period in which you can cancel/return goods:

  • You have 7 working days starting from the day after the goods are received to cancel the order (effectively this is 8 working days from delivery)
  • You have 7 working days starting from the day after the date you agreed to a service being provided in which to cancel.

When am I not able to cancel?

There are several situations in which you do not have a right to cancel:

  • Goods made to your specific requirements or personalised
  • Goods which may deteriorate quickly such as flowers
  • Sealed videos, audio recordings or computer software where the seal has been broken
  • Newspapers or magazines
  • Services where you agree to the service starting immediately or within the 7 days and you have received written notice that this is the case.