Shoppers less likely to return goods bought online
A survey by the Department for Business, Innovation and Skills (BIS) reveals that almost two-thirds of consumers are less likely to return goods they buy online, compared to those they buy on the high street.
And this is despite an extra right to a seven-day cooling-off period for online goods.
UK consumers are now ranked as the biggest online shoppers in Europe, having spent £38bn online in 2009 which accounts for 10% of total UK retail sales.
The survey for the ‘Know Your Consumer Rights' campaign reveals:
more than 60% of shoppers are less likely to return goods purchased online, compared to goods purchased on the high street;
three quarters (77%) of UK consumers don't know there are differences between online and high street consumer rights;
more than one in 10 (13%) admit to not being sure of their consumer rights with online purchases.
Consumer Minister, Kevin Brennan, said: "There has been a huge revolution in how people buy goods. We are now Europe's biggest online shoppers, so it's important we all know that most online goods can be returned with no questions asked within seven days. We want confident consumers who can assert their rights and get a good deal."
The survey also reveals that consumers are just as confused when shopping on the high street:
two fifths think that retailers always have a right to refuse a refund if they don't have a receipt and;
one in ten believe goods can't be returned once they've left the store.
Michele Shambrook, Operations Manager for Consumer Direct, the government-funded advice service, adds: "We want consumers to be more confident when shopping on the high street or online. People who are knowledgeable about their rights are more likely to get a fair deal, save money and resolve problems when things go wrong."
Top Tips:
1. Online is fine - if you buy goods on the internet, you have the same rights as if you were shopping on the high street. In addition, you have the right to a seven day ‘cooling off' period from the date you receive the goods, with the right to a full refund regardless of the reason for return. Remember though that this doesn't apply in some situations, for example if the goods were personalised for you, were perishable, or are not in the same condition as when they were delivered.
2. Returning it to the retailer - when you buy goods, your contract is with the retailer not the manufacturer and you should always go back to the retailer in the first instance to request an exchange or refund. If you have a manufacturer's warranty you can contact them as well as the retailer. And don't delay - act as soon as you discover the fault.
3. No receipt required - you do not need a receipt to obtain a refund for faulty goods. However, you may be required to show proof of purchase with a credit card slip or bank or credit card statement.
4. Check at the checkout - although you do not have the legal right to take back goods bought on the high street just because you've changed your mind, many stores do offer a ‘no questions asked' refund or exchange policy. Check the store policy when you buy.