New rights for online shoppers come into force

Shoppers now have more rights when spending online, as the EU Consumer Rights Directive passed in 2011 has now come into effect.

The EU Consumer Rights Directive, which passed in October 2011, came into effect last week. For people shopping online or via the phone, it means a fairer deal when complaining and better information when ordering.

As it is an EU Directive, the new regulations apply in all member states.

Buying remotely – the new rules

Under the new regulations, traders should give customers who are considering making a purchase “clear and comprehensible information” about the buying process, taking into account the specific needs of vulnerable people when supplying that information.

The right of withdrawal has been established for customers buying goods remotely, whether shopping online or on the telephone. You can now change your mind and cancel purchases during an extended cooling-off period of 14 days.

This cooling-off period applies to digital products like music, films and books, but you can opt-out of the period by giving your express consent for the content to be supplied without delay and acknowledging you are giving up your right to the cooling-off period by doing so.

After you’ve chosen and bought an item, you should then be given all relevant information including the total costs in writing. Where applicable, you should also be provided with a cancellation form.

Helpline numbers can no longer charge fees above basic call rates. This means that people making complaints or asking for help from traders can no longer be stung by business rate phone numbers, which can cost anywhere between 1p and 41p a minute.

Shoppers are already protected from paying ‘excessive fees’ by The Consumer Rights Regulations 2012, which came into force last year. But fees for using debit or credit cards must now be made clear from the start of the purchase process.

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Consumer ‘confidence’ when shopping

These new rights come into effect at a time when 92% of people feel “confident and knowledgeable” when choosing and buying goods and services, according to new Government research which surveyed 4,000 people from across the UK.

However, we could actually be losing out by not making claims to which we are entitled. For example, 67% of respondents didn’t know that they were entitled to a replacement fridge or a free repair if their fridge broke down within 18 months of purchase – that’s a legal entitlement for all, not just an offer for those with extended guarantees.

Over half responded that they had considered switching utility providers, and two thirds had actually switched energy supplier or moved to a different car insurance deal.

Do the new rules give shoppers the protection that they need? Could they be improved? Do people need a better education and more information about their rights in general? Let us know your thoughts in the comments below.

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