Which? response to consumers’ rights when shopping online

A Which? spokesperson said:

“With household budgets squeezed people are inevitably looking for a bargain and value for money, so it’s no surprise that today is going to be busy for online retailers.

“7 out of ten people say they shop online for cheaper prices and greater choice and last Christmas 8 out of ten of us bought at least one of our presents online.  But we have found many consumers are in the dark over their delivery rights and that can leave them struggling to fight back against shoddy service.

“The good news is that consumers are protected by the Distance Selling Regulations – which means that you have rights covering delivery, cancellations and returning goods that are faulty.”

Additional information on online retail and delivery rights can be found on our website.


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