UK consumers unaware of online shopping rights

Almost eight in ten people in the UK who shop online are unaware of their rights under statutory consumer law, according to a Government survey.

According to the One Poll survey of 3,000 adults conducted for the Department for Business, Innovation and Skills (BIS), consumers get confused between how their rights buying online differ from those they get when they shop on the high street.

It's not for want of practice however. Despite this lack of understanding recent figures for online price comparison site Kelkoo show that UK consumers spent £38 billion at web stores in 2009 making them the European Union’s biggest online spenders.

Consumer minister Kevin Brennan said: "We are now Europe’s biggest online shoppers, so it’s important we all know that most online goods can be returned with no questions asked within seven days.

"We want confident consumers who can assert their rights and get a good deal. "

The survey, part of the ongoing campaign Know Your Consumer Rights, found consumers often do not realise they have additional protection for online purchases under the Distance Selling Regulations (DSRs).

This law applies to people when they are buying online, from a mail-order catalogue or over the phone.

It gives online shoppers a ‘cooling off’ period during which they have the right to reject goods for any reason.

Many are also unaware the DSRs also give them the right to a full refund, including reimbursement for original delivery costs. Because of this, six in ten online shoppers were less likely to return goods purchased online than ones bought on the high street, even if the goods are faulty.

Although better education for consumers will help them argue for their rights, Computeractive has found retailers do not help matters.

They often give shoppers incorrect or incomplete information and we have found in many cases, despite being shown their responsibilities, they have refused to abide by consumer laws.

When we put this to the Department for BIS, a representative said people should report these matters to Trading Standards or Consumer Direct.

“If we can raise awareness of people’s rights they can put pressure on retailers. Most reputable retailers will adhere to the law.

"But if a retailer is difficult, consumers can bring pressure to bear by reporting this. Whether it is £3 or more that the person is out of pocket, this is still their right,” said a representative for the Department.

The Government warned, however, that there are some exemptions to the DSRs. These include goods, such as personalised and perishable goods which cannot be cancelled in the seven day cooling off period.