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Internet shopping is easy and convenient by computer. This
information, issued by the Department of Trade & Industry,
is to help you buy with confidence.
SAFE PAYMENT
- Your usual consumer rights apply online. In the EU, the card company
must refund you if your credit or debit card is used fraudulently
- If you buy by credit card and the goods fail to arrive or are faulty,
the card company should refund you for any single item costing
over £100
TECHNOLOGY HELPS
- Be aware of the security features on the supplier's web site
- Look for a closed padlock sign at the bottom of the screen, which should
appear when you are asked to enter personal details; it
shows that your details are protected when being sent
ONLINE PROTECTION
When you shop on the internet:
- You must be given key details before you buy (including the supplier's
postal address)
- In many cases in the EU the law allows you time to change your mind
and get a refund within seven working days of the delivery
- Items must be delivered within 30 days unless otherwise agreed
CHECK FIRST
- Use sites you know or which have been recommended to you - or look
for the TrustUK logo
- Check finance offers with the Financial Services Authority
BUYING FROM ABROAD
- Check technical standards, delivery charges and taxes
- If you buy from traders in EU countries you have many of the rights
you have in the UK
- Many other countries, such as the USA, have high standards of consumer
protection, but check the small print. Your rights are likely
to be set by foreign law and problems could be harder to
sort out
DUTIES AND TAXES
- EU: VAT is dealt with by the supplier; no customs duties on goods or
services; alcohol and tobacco attract UK excise duty and
UK VAT
- USA and rest of the world: goods may be liable to customs and excise
duties and VAT; rates vary; things delivered digitally online
like music are VAT free
DATA PROTECTION AND UNWANTED E-MAIL
- You have the right to object to the use of your personal details for
direct marketing
- Contact your internet service provider or use the Direct Marketing
Association's e-mail preference service
YOUR HIGH STREET RIGHTS APPLY
- Goods must be of satisfactory quality
- Adverts and descriptions must not be misleading
- With auctions and private sellers the general rule is 'buyer beware'
IF PROBLEMS ARISE
- First, ask the supplier to put things right
- Many suppliers are covered by schemes aimed at settling disputes without
having to go to court. Your local Citizens Advice Bureau
can advise further
FURTHER INFORMATION
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