This week: Returning goods purchased online

YOUR rights when purchasing online are different to when you buy in a shop. Here is the lowdown. YOUR ONLINE RIGHTS The Consumer Contracts Regulations say that when goods are ordered online, or anywhere away from the trader’s usual place of business and the goods are not bespoke, the consumer can “change their mind” within 14 days from the date of delivery and obtain a full refund. Note that you will still have to return the goods unused, in pristine condition and with the packaging intact. FAULTY GOODS The Consumer Rights Act 2015 says goods must be fit for purpose, as described and of satisfactory quality, failing which the consumer has the right to return the goods regardless of whether they were purchased online or instore. WHO PAYS FOR THE GOODS TO BE RETURNED? Where goods are returned because they are faulty or in breach of the Consumer Rights Act it is always the trader’s responsibility to pay for the shipping costs. But if the consumer has“changed their mind” the costs of returning fall on the consumer, unless the trader’s terms and conditions provide otherwise.