Know your shopping rights on Cyber MondayMake sure you're not left out of pocket this Christmas

02 December 2013


Consumers could be left out of pocket this Christmas by not knowing their online shopping rights, new research from Which? has found.

The survey of 2,025 UK adults found that almost a third of people didn’t know their rights if their online delivery arrived and it was damaged.

And half of those surveyed didn’t know what to do if a delivery was left with a neighbour who denied having it.

Know your rights

As thousands of us prepare to bag some bargains today - known as Cyber Monday and possibly the busiest online shopping day of the year - it’s important to know your rights.

Nearly nine in ten Britons shop online for Christmas presents, with 36% having bought all or most of their Christmas presents online last year.

But many people don't know they have extra rights when shopping online. 

If you buy something online, you usually have the right to cancel your order from the moment you make your purchase up to seven working days from the day after you receive it. 

For more information, read our guide to your online shopping rights this Christmas

Online delivery problems

One in five people experienced delivery problems last Christmas. 

The most common complaint was goods arriving late despite a quarter of those having made their purchase more than a month before the company’s cut-off date for delivery.

Nearly a third of those whose goods were late had placed their order two weeks before the company's cut-off date for delivery. If your online order doesn't turn up, make sure you know your delivery rights.

Shopping on the high street 

Most people combine high street and internet shopping when it comes to buying Christmas presents, with just 5% of people doing all their shopping online and just 8% doing all their shopping on the high street.

A large part of shopping is also being able to return goods, especially when things go wrong. 

Half of those surveyed said their biggest frustration when returning goods was being told that it's the manufacturer's responsibility to deal with faulty goods, not the retailer's. 

Returning faulty goods

But, if you buy a product and it turns out to be faulty, your contract is with the retailer so they should help you resolve the problem. 

Read our guide on returning faulty goods to make sure you're not fobbed off by the retailer and to get your money back. 

Which? Legal Service has produced a free 16-page Shop Smart guide to help consumers remember their rights during the festive season.

Advice includes tips for buying online, on the high street and different payment methods to use, along with tips for shopping in the sales and what to do if your goods don't arrive. 

You can obtain your free copy by calling 0808 250 8371 today. 

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