Unpacking your rights online if service delivers a dud
THE shopping frenzy is in full swing. But what happens if your gifts aren’t up to scratch or are not delivered on time, or at all.
Over the festive period, consumer complaints spike and at the top of the list are issues with delivery and/or refunds.
‘In particular, we see a significant increase in issues with online purchases,’ says Áine Carroll of the Competition and Consumer Protection Commission.
‘Almost 70% of the queries about shopping online are about issues with deliveries and refunds, particularly with clothing and footwear.’
Buying online gives you one key advantage – a grace period when you can change your mind.
‘For online purchases, (consumers) have the right to cancel an order within a coolingoff period of 14 calendar days (although there are exceptions),’ says Martina Nee, of the European Consumer Centre Ireland.
However, you may have to meet the cost of sending the goods back, which can be onerous for large items
Some retailers specify that the package shouldn’t be opened. Others will take it back as long as you retain the original packing.
Shop-bought items are not automatically entitled to a refund or exchange simply because you change your mind. Some shops may offer an exchange or refund as a gesture of goodwill and even have extended Christmas returns policies.
But you’ll have a hard job getting them to take something back if you haven’t a receipt to show where and when you bought it. So, keep those receipts – and ask for a gift receipt when buying presents.
Smart Receipts is a handy app to keep a record on your phone or just take a photograph.
With EU purchases, you have rights if the delivery is late or doesn’t arrive at all. The goods should be delivered within 30 days unless you agree otherwise with the seller.
Sellers usually promise to do much better than that – and they can be held to their promise.
If goods don’t arrive by the time agreed, you may contact the trader and ask that the goods be delivered at a later date.
If the trader still fails to deliver the item(s), you can cancel the contract and get your money back within 14 days.
You can also cancel if an important date like Christmas is missed.
When ordering from outside the EU, those rights may not apply. Also, watch out for tax implications with non-EU goods.
Revenue recently warned: ‘Almost all goods arriving from non-EU countries will be liable to tax and duty. Online shoppers should make sure to check whether the advertised price includes this additional cost before they make their decision to buy,’ said a spokeswoman.
Last year, Revenue officers in postal depots around the country applied charges averaging €67.60 to more than 92,000 parcels.
‘If goods have a customs value, including cost, transport, insurance and handling charges, of more than €22 you will have to pay VAT,’ the spokeswoman said.
‘If your goods alone cost more than €150 you will have to pay customs duty plus VAT.
‘For example, an item of clothing bought online from the US, at an equivalent cost of €175, could cost an additional €76.08 in Customs Duty, insurance and handling fees.’