Nowadays time means money. Shopping around for the best deal is no longer fun. However it would be unwise to waste our hard earned money simply because we do not have the time to check for the best market deals. Time constraints coupled with the instinct to spend money carefully has contributed to the ever-increasing popularity of online shopping. But what should we be careful about when shopping online? How are we protected as consumers?

Online shopping has various advantages for the busy consumer. It saves time and is convenient. Besides that, the web is also a great place to compare prices from the comfort of your home. However, there are also a number of threats which one should be aware of before opting for the internet as the main source for acquiring everyday commodities. Consumers should constantly keep in mind that when buying online they are only seeing the product on a screen and thus the real product can look somewhat different when it finally arrives home. For instance, clothes might not fit, or might not be of the right colour, or an appliance might not be the right size because it does not fit in the space you have for it.

There is also the issue of identity safety. Prior to giving out any credit card details do we always check out the security features? Here are some tips to be kept in mind during online shopping:

· buy from retailers you know about or ones that have been personally recommended to you;

· check that the order page of the website is secure by looking for “https” in front of the web address at the top of the page and a padlock or unbroken key symbol at the bottom;

· print off the order form and any confirmation screens or emails;

· look for a customer service number and a postal address on the site, especially if the retailer you're buying from isn't very well known. Never rely on just an email address;

· check whether the company has a privacy statement that tells you what it will do with your personal information;

· always check your bank's statement carefully after you purchase something from the Internet.

When shopping online consumers should remember that they are protected under the Distance Selling Regulations which imposes a number of obligations on virtual traders. Among these there is the obligation to provide written information to consumers with regard to the business geographical address and other necessary contact details; the correct price of the goods or services including any taxes or any charges due; delivery costs where appropriate; the arrangement for payment and delivery and the existence of the right of cancellation by the consumer.

Through the cooling-off period, these regulations give consumers the right to return items for any reason and request full refund of the money spent. The only charge that may be made to the consumer is the direct cost of returning the goods. The cancellation period starts after the consumer has placed the order and finishes 15 days from the day after the goods are delivered. Within this timeframe the consumer can cancel the order in writing for any reason and get a full refund for any unused goods. Retailers are also obliged by law to provide any refund within a maximum period of 30 days.

This 15-day cooling-off period could be extended to three months if the trader fails to provide his consumers with all the necessary information. Basically, businesses engaged in electronic commerce should provide sufficient information about the terms, conditions, and costs associated with a transaction to enable consumers to make an informed buying decision.

There are some items that cannot be returned, such as made-to-measure goods, audio or video recording or computer software which is unsealed by the consumer, perishables such as food and flowers, and also services which are used by consumers before the end of the 15-day period. Even contracts for accommodation, transport, catering or leisure services which are arranged for a specific date or within a specific period cannot be cancelled.

The Distance Selling Regulations oblige traders to deliver goods or carry out services within the period agreed with the consumer. If no period was agreed, then the goods must be delivered within 30 days of the order being placed. If this doesn't happen the consumer is entitled to a full refund unless he/she agrees to give the trader more time. In any case, the trader must refund the money within 30 days that is requested by the consumer.

When buying online, 'caution' is the key to avoid disappointments. Buyers should always read the seller's terms and conditions prior to confirming the order. Once the order is placed always check carefully the seller's reply. If it confirms acceptance of the order, consumers have a legally binding contract. In case of defective goods online shoppers have the same rights as other shoppers, i.e. the seller has to provide a remedy and also meet the cost of returning faulty items.



This article is intended for information purposes only. Any legal claim or action taken in the event of a dispute should be based solely on the legal texts concerned. For further information one can contact the Consumer and Competition Division on Freephone 8007-4400



Odette Vella is Senior Information Officer, Consumer and Competition Division



Some Practical Tips for Online Shoppers



· Before giving out your credit card details you should first check out the security features of the website.

· Always print out a copy of your order and a copy of the acknowledgement that you receive.

· Read carefully the seller's terms and conditions prior to confirming the order.

· Check your bank's statement carefully after you purchase something from the Internet.

· When shopping online consumers are protected by the Distance Selling Regulations.

· The Cooling-Off Period gives consumers the right to return items bought for any reason and request full refund of the money.

· Refunds should be given to consumers within a maximum period of 30 days.

· In case of defective products online shoppers have the same rights as other shoppers.