14 day right to a refund
If you bought an item or a service online, you have the right to cancel your order and get your money back for 14 days. This also applies to buying from a catalogue. With both you are not in a shop and able to see what you’re buying. Instead you may be relying on a photo or short description.
Therfore the law gives you a 14 day cooling-off period. You can use this because:
- What you received wasn't quite what you expected.
- You have just changed your mind.
14 days to ask for refund:
The Consumer Contracts Regulations June 2014 states that consumers should have a right to a refund when items fail to match the information given prior to purchase and often, more helpfully, for any reason within a minimum 14 day cooling off period. This cancellation period starts the day after the consumer enters into a contract for a service or receives the goods. The retailer has a responsibility to clearly tell buyers in writing how to return the goods, in what time frame and whether they must pay for any returns.
Setting out their returns policy is crucial for retailers, because if they don’t then the consumer’s right to return goods for a refund is extended for a full year.
It also means that buyers have the right to a refund if items aren’t delivered by an agreed date. If no date was agreed, they should get a refund if the items haven’t arrived more than 30 days after placing the order. The regulations also cover contract services ordered online or over the telephone, such as Broadband.
Other rights – if unhappy after the 14 days.
After the 14 days, then your rights are the same as when buying from a traditional shop. You cannot get your money back just because you have changed your mind – instead something will need to be wrong with the product or service:-
Guarantee: If the company that made the item provided you with guarantee (sometimes called a warranty) you can use this if something goes wrong. Each one is different. It gives you the right to claim from the manufacturer whatever is permitted by the terms of that guarantee or warranty. This often lasts 6 months but can be longer.
If you bought from an online shop or business - not a private seller: - then you also have the same rights as if you’d bought in a shop.
Exclusions apply to customised and perishable goods, newspapers, periodicals and magazines (not books) as well as sealed audio, video or computer software that have been opened. Immediately accessible purchases of digital downloads are also exempt and the refund period does not apply to auction websites.
You may be able to claim a refund, replacement or a repair (as well as payment of your extra losses and expenses) if the item you bought:
- Does not match the online description given by the the seller on the website.
- Does not work properly and is faulty or is not made of a satisfactory quality
- Is not fit for its intended purpose
Here you can claim against the online seller. Your rights last as long as is reasonable for the particular product (sometimes up to 6 years). Click here for further details of these rights that apply to all shops (traditional, catalogue and online) and a sample complaint letter.
If you bought by credit card paying the seller direct (not via Amazon Marketplace) then you also have the option of claiming from the credit card company.