“What rights do I have when I buy goods or services by phone, post or internet?”

If you order goods or services by post, telephone or on the internet you have the same rights as when you buy from a high street shop. Buying goods or services in this way is known as‘Distance Selling’. The Consumer Protection (Distant Selling) Regulations 2000 cover distance selling. But be aware that, if you purchase goods or services from a company based outside the United Kingdom, this protection may not apply.

Does this protection cover all goods and services?

No, there are some exceptions, including:

What sort of information should I get before I place an order?

The trader must give you the following information:

What information will I get once I have bought the goods or service?

The trader must give you the following information:

What should I do if I want to cancel an order for goods or services?

In most cases you have a period of time in which you can cancel. In the case of services this will include repairs or improvements to property such as double glazing, fitted kitchens, central heating and loft insulation. If you decide to cancel your order you should

If the goods are not faulty and you have just changed your mind about wanting them, you may have to pay the cost of the trader collecting the goods or you may have to pay the return postage. You should receive your money back within 30 days.

Are there any goods or services I can’t cancel?

Yes,there are certain orders you cannot cancel. These include:

What if goods I have ordered do not arrive?

If you do not receive delivery of the goods you have ordered by post, telephone or on the internet within the stated time or within a reasonable time you can cancel the order and request a full refund. What is thought to be a reasonable time will depend on the item purchased. For example you would normally expect a book to be delivered within 28 days but if you are told it is out of stock and is being reprinted then it may take a little longer.

REMEMBER You have protection when you buy goods and services by telephone, post or by internet. You should be given certain information before you place an order. You should receive additional information after you place an order. In certain cases you can cancel an order within a particular time period. Goods or services should arrive within a reasonable period.