If things don’t go as planned
I’ve changed my mind and want to return the goods I bought, what should I do?
- If you’ve bought something from a business that is based in the EU, you are protected by EU law. If it’s less than 14 calendar days since you received your purchase, you will be covered under the Consumer Rights Directive by the cooling-off period and can return the goods and get a refund. However, you may have to pay for the cost of returning the goods. You will only have to pay for the cost of returns under the Consumer Rights Directive if the business told you or made this information available before you bought the item.
- If you’ve bought something from a business that is based outside the EU, the Consumer Rights Directive does not apply. So if you want to return the goods, the website’s own returns and refunds policy will apply. Because of this, it’s important to make sure that you have read and understood the site’s returns policy before you buy something.
The goods I ordered online weren’t delivered
If you’ve bought something from a business based in the EU and your goods weren’t delivered, you should notify the business.
- Your purchase should be delivered within 30 days of the date of purchase unless you agree on a shorter timeframe with the business before you entered into a contract.
- If the business does not deliver the item within the agreed timeframe, you should contact the business and arrange another, convenient date. If they still don’t deliver the item within this extra time period, you can cancel the order (as the business is not keeping to their side of the contract). You should receive a full refund (including any delivery costs) without delay.
- If you have bought something where the delivery of the item by a certain date is essential, for example, if you ordered a wedding dress. This date should be agreed with the business at the time of purchase. However, if it turns out the business cannot deliver the item, in this case the wedding dress, within this timeframe and inform you of this, you can cancel the order (as the business is not keeping to their side of the contract). You should receive a full refund (including any delivery costs) without delay.
- The business should refund you the money without any delay. If there is a delay in you receiving your refund and you paid for the item using a credit or debit card, your card provider may agree to reverse the transaction. This is called a chargeback. Contact your bank or credit card company immediately and give them details of your transaction, including copies of your attempts to contact the business.
If you’ve bought something from a business that is based outside the EU, you will not be protected by EU law. You can notify the business and request a refund, but remember that the website’s own returns and refunds policy will apply. Because of this, it’s important to make sure that you know where the company is based and have read and understood the site’s returns policy before you buy something.
I ordered something online, but when it arrived it was broken
When you buy something through distance selling (online, over the phone, from a mail order catalogue or TV shopping channel) and it turns out to be faulty, your consumer rights are the same as if you bought it in a shop.