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Know your rights on Black Friday and Cyber Monday

Don't be left out of pocket this Christmas

Man shopping on laptop on Black Friday

Consumers mostly did their Black Friday shopping online in 2015

As hordes of bargain-hungry shoppers try to bag the best deals this Black Friday and Cyber Monday, it’s important you know your rights. 

Shoppers who don’t know their rights could be left out of pocket, Which? research has shown. 

In a survey of 2,070 UK adults nearly half didn’t know they had a legal right to cancel an online order up to 14 days after they receive it.  

And 48% of people didn’t know that the retailer is liable if a delivery is left with a neighbour who denies receiving it. 

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

Know your rights online

Nearly nine in ten people bought at least some of their Christmas presents online last year with more than one in ten buying all their Christmas gifts online. 

Shopping online gives you extra rights – which many of us don’t realise. And ealier this year, those rights became even stronger when the rules changed.

Instead of having seven days to cancel, you now have the right to cancel your order up to 14 days after receiving your goods. 

For more information, read our guide to the new Consumer Contracts Regulations, which underpin your rights when shopping online.

Shopping on the high street

Most of us combine shopping online with shopping in-store for our Christmas presents. 

But many of us are surprised to learn that shops don’t legally have to accept returns unless an item is faulty, not as described or fit for purpose.

The good news is that most retailers – especially at Christmas – have generous returns policies offering refunds, exchanges or credit notes. 

But if something you buy turns out to be faulty, you have rights to return it under the Sales of Goods Act and get a refund, repair or replacement, depending on when you notice the fault and return it to the retailer. 


Recent Which? research into the problems people have with online deliveries found that one in ten people encountered problems with a delivery last Christmas. 

As a result, one in five people who had problems last year said they have been put off ordering items online this year. To ensure you don’t fall foul of delivery problems, make sure you know your delivery rights. 

The most common complaints with deliveries last Christmas were items being late, not turning up in time for Christmas and not turning up at all. 

Which? is trying to stamp out dodgy deliveries – join our campaign today

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