Web Shoppers Less Likely To Return Goods

Posted on 30. March, 2010.

Unaware of their right to return goods bought on the internet, almost two-thirds of shoppers are less likely to return goods bought online compared to those bought on the high street.

In a survey conducted by the Department for Business, Innovation and Skills (BIS), it was found that despite UK shoppers being the keenest online shoppers in Europe, 77% are still unaware of the differences between online and high street consumer rights.

 

The survey also revealed that people are just as confused when shopping on the high street, with two-fifths believing retailers can always refuse refunds without receipt, and one in 10 thinking goods can't be returned once they have left the store.

 

"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," said Kevin Brennan MP, the Consumer Minister.

 

The same rights apply online and in store when purchasing goods, except online, there's the added bonus of a seven-day 'cooling off period' from the date the goods were received.

 

Regardless of the reason, you can get a full refund providing the goods were not personalised, perishable or damaged.

 

You don't need a receipt to obtain a refund for faulty goods, although credit card slips or statements are sometimes required as proof of purchase. Also, many stores offer a 'no questions asked' refund or exchange policy.

 

Brits spent £38bn online in 2009, accounting for 30% of the European online retail market.