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Under The Consumer Protection (Distance Selling) Regulations you have special rights as a consumer when you shop from home.
But remember, you still have your normal statutory rights if something goes wrong.
Normal statutory rights
If you receive faulty goods
• If there is something wrong with what you buy, tell the supplier as soon as possible. Do this via e-mail or phone and let them know why you are complaining.
• Keep a written note of a phone conversation.
• Keep a copy of any e-mail exchange.
Please note that:
• if you sign an acceptance note when you receive the goods, this does not mean you have signed away your right to reject them.
• allowing the seller to try to put faulty goods right also does not affect your rights. If the repair fails you still have the right to reject the goods.
• you should not be charged anything, including the cost of returning goods, if they are faulty.
If you are not happy with the service:
If you're buying a service, it should be carried out:
• with reasonable care and skill
• within a reasonable time – particularly if you have not agreed a completion date.
Shopping from home rights
When shopping from home you additionally have the right to:
• clear information before placing an order.
• written information about a purchase
• a 'cooling off' period during which an order can be cancelled without any reason and a full refund made
• full refund if goods or services are not provided by an agreed date or within 30 days of placing an order if no date was agreed.
• protection against credit card fraud
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