When you shop online, you are protected under consumer law. Our guides can help you to exercise your consumer rights when buying online, if you have a problem with an online order.
- Consumer Contracts Regulations gives you online cancellation rights
- Consumer Rights Act protects your right to return a faulty good
- Marketplace protections on eBay and Facebook are available to you in addition to your rights
Answers to your problems
My online order hasn't arrived, what can I do?
If you buy something online and it is late, or doesn't arrive, your consumer rights mean you're protected. Read our guide to see what you can do.
Am I protected when selling with PayPal?
Made a sale using PayPal, perhaps on Ebay or another online platform? Make sure you're protected from buyer disputes and chargebacks
Can I cancel a financial product bought online?
A contract for a financial purchase can be cancelled within 14 days of the purchase date. There are exceptions to this however. Read our guide to find out more.
Can I cancel an online order?
Often consumers and retailers are confused about when and if you’re legally allowed to cancel an online order. Here's the lowdown...
I want to sell or give away my digital download, can I do this?
Digital downloads are neither goods or services so your rights to sell them on or give them away are restricted. Read our guide to find out what you can do.
I've got a problem with something I bought on Ebay
The way you buy on Ebay affects your legal rights. These vary depending on whether you're buying from an individual or a business, win an auction or Buy Now
I’m unhappy with flowers bought online, what are my rights?
If your flowers are delivered in poor condition, damaged or don’t match the description given online, you should be able to get a full or partial refund.
What are my rights if I buy and sell on Facebook Marketplace?
Facebook Marketplace is set to rival sites like Ebay and Gumtree, it lets you buy or sell almost anything, but how safe is it? And what are your rights?
What are my rights when I shop from outside of the EU?
When you buy goods from outside of the EU, your rights and your ability to enforce them gets complicated. Follow our advice to learn more about the risks and your shopping rights if you're shopping from a non-EU website.
What are my shopping rights on an online marketplace?
If you’re planning to buy or sell goods on an online marketplace, it pays to know your rights. We offer guidance and top tips for online marketplace shopping.
Can I claim against PayPal if I don’t get what I paid for?
In certain circumstances, PayPal will step in and reimburse you if you don’t receive from a seller what you paid for, under the PayPal Buyer Protection scheme.
Can I get a refund on a digital download?
Digital downloads are not clearly defined as either goods or services so consumers’ rights are unclear. Read the Which? guide to find out what you can do.
I want to return something bought online
If you bought goods online, the Consumer Contracts Regulations - which replaced the Distance Selling Regulations - give you additional rights to return an item.
Step by step guides
How do I cancel an online order?
You have the right to cancel an online order under the Consumer Contracts Regulations and get a refund, here is how to do it.
How do I cancel an order for a service bought online?
Often consumers and retailers are confused about when and if you’re legally allowed to cancel an online order. Follow our step-by-step guide on how to do it.
How to complain if something you bought on Ebay is faulty
If something you bought on Ebay develops a fault, you may be able to get a refund. Follow the Which? step-by-step guide on what to do.
How to complain if your Ebay item doesn't turn up
If you want to complain about something you bought on Ebay, follow the Which? step-by-step guide on what to do.
How to spot a fake review
You can’t always trust online customer reviews as there are ways sellers can get around the system. We explain how to spot a fake review to avoid disappointment.
Letter to request a private seller refunds goods not as described
If a private seller makes a claim about the condition or quality of an item you could argue misrepresentation if the goods you receive aren't as described
Letter complaining that you couldn't cancel an online order
If a retailer disputes your right to cancel an order within the cooling-off period, you have the right to challenge this
Letter for a refund or replacement for faulty goods bought on eBay
If you want to ask a business seller on ebay for a refund or replacement for a faulty item, use this template letter
Letter to claim money back for something bought online due to a pre-ticked box
From 13 June 2014 traders can no longer rely on pre-ticked boxes to opt you into purchasing add-on products. Use this template letter to get your money back.
Letter to claim a refund for a faulty digital download
If you buy a digital download and it's faulty you may be able to claim a refund. Use this template letter to claim a refund for a faulty download.
Letter to complain about undelivered goods
If your order hasn't been delivered in time, you should demand that the retailer take action. Use this handy template letter to help you complain.
Letter to refuse paying the cost of returning a faulty item
If you wish to return a faulty item bought online, you should not incur the cost of returning it. Use this template letter to complain to the retailer.
Consumer Contracts Regulations
The Consumer Contracts Regulations give you rights and protection when buying products and services online.