Department for Business, Innovation and Skills
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Strictly embargoed until 00.01 hours Tuesday 9th March 2010 - Almost two-thirds of shoppers less likely to return goods bought online
A survey by the Department for Business, Innovation and Skills (BIS) reveals that almost two-thirds of consumers are less likely to return goods they buy online, compared to those they buy on the high street. And this is despite an extra right to a seven-day cooling-off period for online goods.
UK consumers are now ranked as the biggest online shoppers in Europe, having spent £38bn online in 2009* which accounts for 10% of total UK retail sales**.
The survey for the ‘Know Your Consumer Rights’ campaign reveals:
- more than 60% of shoppers are less likely to return goods
purchased online, compared to goods purchased on the high street;
- three quarters (77%) of UK consumers don’t know there are
differences between online and high street consumer rights;
- more than one in 10 (13%) admit to not being sure of their
consumer rights with online purchases.
Consumer Minister, Kevin Brennan, said:
"There has been a huge revolution in how people buy goods. 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 also reveals that consumers are just as confused when
shopping on the high street:
- two fifths think that retailers always have a right to
refuse a refund if they don’t have a receipt and;
- one in ten believe goods can’t be returned once they’ve
left the store.
Michele Shambrook, Operations Manager for Consumer Direct, the government-funded advice service, adds: "We want consumers to be more confident when shopping on the high street or online. People who are knowledgeable about their rights are more likely to get a fair deal, save money and resolve problems when things go wrong."
Top Tips:
1. Online is fine - if you buy goods on the internet, you have the same rights as if you were shopping on the high street. In addition, you have the right to a seven day ‘cooling off’ period from the date you receive the goods, with the right to a full refund regardless of the reason for return. Remember though that this doesn’t apply in some situations, for example if the goods were personalised for you, were perishable, or are not in the same condition as when they were delivered.
2. Returning it to the retailer - when you buy goods, your contract is with the retailer not the manufacturer and you should always go back to the retailer in the first instance to request an exchange or refund. If you have a manufacturer’s warranty you can contact them as well as the retailer. And don’t delay – act as soon as you discover the fault.
3. No receipt required - you do not need a receipt to obtain a refund for faulty goods. However, you may be required to show proof of purchase with a credit card slip or bank or credit card statement.
4. Check at the checkout – although you do not have the legal right to take back goods bought on the high street just because you’ve changed your mind, many stores do offer a ‘no questions asked’ refund or exchange policy. Check the store policy when you buy.
To find out more about Consumer Direct visit http://www.consumerdirect.gov.uk/
- Ends -
For further information contact:
Betty Nwosu or Jo Dyson
NOTES TO EDITORS
About the Research
The research was conducted for BIS by One Poll, who
interviewed a representative sample of 3,000 adults aged 16+ from
across the UK, online between 5th and 8th February 2010. One Poll
abides by the Market Research Society code.
*The online spend research was carried out by the Centre for
Retail Research (CRC).
**The online retail sales data was
taken from the Retail Sales Statistical Bulletin, January 2010, ONS.
About returning goods bought online
Goods and services bought online, by telephone, or through
other forms of distance selling are subject to the Consumer
Protection (Distance Selling) Regulations 2000. In most cases, if
you don't like the goods or have changed your mind, you
can cancel the order within a seven working day
'cooling-off' period without needing to give a
reason for the cancellation .
To cancel your order, you must tell the seller in writing - by letter, fax or e-mail. If sending a letter, send the letter by registered post, so you can prove that you sent it and track its progress. If you have already paid for the goods or services, the seller must refund your money as soon as possible and within 30 days of you cancelling the agreement.
About Consumer Direct
Consumer Direct is the government-funded telephone and online
service offering information and advice on consumer issues.
Consumer Direct is managed by the Office of Fair Trading and
delivered in partnership with Local Authority Trading Standards Services.
About the Department for Business. Innovation
& Skills
The Department for
Business, Innovation and Skills (BIS) is building a dynamic and
competitive UK economy by: creating the conditions for business
success; promoting innovation, enterprise and science; and giving
everyone the skills and opportunities to succeed. To achieve this
it will foster world-class universities and promote an open global
economy. BIS - Investing in our future.
About the ‘Know Your Consumer Rights’ campaign
The campaign is part of a major joint
initiative launched by the Department for Business Innovation
& Skills, Consumer Focus, the OFT and Consumer Direct to
make sure the public know how to get a fair deal when shopping and
to make sure they know what to do if things go wrong.
Department for Business, Innovation & Skills
The Department for Business, Innovation and Skills (BIS) is building a dynamic and competitive UK economy by: creating the conditions for business success; promoting innovation, enterprise and science; and giving everyone the skills and opportunities to succeed. To achieve this it will foster world-class universities and promote an open global economy. BIS - Investing in our future.
Contacts:
NDS Enquiries
Phone: For enquiries please contact the above department
ndsenquiries@coi.gsi.gov.uk
Betty Nwosu
Phone: 020 7261 8849
betty.nwosu@coi.gsi.gov.uk
Jo Dyson
Phone: 020 7261 8942
jo.dyson@coi.gsi.gov.uk
