Wedding Forum - Your rights when buying items online...

The Distance Selling Regulations
Until 13 June 2014, the Distance Selling Regulations were the rules that protected your consumer rights when buying products from a distance, for example, online or over the phone.
They set out information the seller must give about the goods or service on offer, including:
a description of the goods or service
the price of the goods or service
delivery and any cancellation rights
information about the seller

This information will normally be set out in the terms and conditions, but if you're buying goods over the phone the seller can provide the information verbally.

The information about the seller must include a geographical address if payment is taken. When you place an order, the seller becomes obliged by law to provide further information in writing or by email.

This includes details of how to exercise any right to cancel and who is responsible for the cost of returning goods. If the seller has already provided this information they don't need to do so again.

If the seller wants to send substitute goods, because they don't have the items you wanted in stock, it should say so before you place your order.

The cost of returning substitutes should always be at the seller’s expense.

The goods you can't return

There are some goods you can't return if you simply change your mind, including:

CDs, DVDs or software if you've broken the seal on the wrapping

perishable and other items that deteriorate rapidly such as food and flowers

tailor-made or personalised goods

underwear and earrings

When to expect your goods

The Distance Selling Regulations say that goods must be delivered within the time frame you agree with the seller.

If no time frame is agreed, the seller has 30 days from the day after they receive your order to deliver your goods.

Returning faulty goods

If you receive faulty goods and wish to return them, The Distance Selling Regulations are in addition to your other legal rights.

So, if your goods are faulty and don’t do what they're supposed to, or don’t match the description given, you have the same consumer rights under the Sale of Goods Act as you have when buying face to face.

Any terms and conditions that say you must cover the cost of returning an item wouldn’t apply where the goods being returned are faulty.