- The Observer,
- Sunday January 21 2001
'Don't panic,' says Peter Neden of Goldfish, which spells out consumer rights on its site, www.goldfishguide.com. 'Your rights still apply, and if you can accept the internet as simply a different medium for buying products, like mail order or a shop, there's no reason why you shouldn't enjoy shopping on the web.'
You have a right to your money back if you do not get the goods, or they are faulty. But many dotcoms are running out of cash, and some are going bust. Being a creditor of an insolvent company can mean waiting months to get only a small proportion of what you are owed.
The Department of Trade and Industry's Consumer Protection (Distance Selling) Regulations 2000 says shoppers 'must be given clear information about the goods or services offered', and that 'after making a purchase the consumer must be sent confirmation'. There is a one-week cooling-off period. (See www.dti.gov.uk)
If an e-tailer goes under owing you money, goods or services, you should hear from the liquidator. If you spent more than £100 and paid by credit card, you should be covered under the Consumer Credit Act, and the card company should make you a refund.
To avoid difficult situations, consider these tips:
• Use established businesses. (Low costs make it easy for cowboys and people with silly ideas to start up sites.)
• Ensure the site gives its name, postal address, prices, delivery arrangements and the right to cancel the order.
• Be suspicious of sites which do not display a business address and telephone number.
• Try to buy from UK traders if you are worried. It should be easier to enforce your consumer rights.
• Ensure the site is secure - it should have a padlock icon - especially if giving credit or debit card details.
