C onsumer R ights
online shopping
When you shop online, you are
protected under consumer law.
Our guides can help you to exer-
cise your consumer rights when
buying online, if you have a prob-
lem with an online order. Con-
sumer Contracts Regulations gives
you online cancellation rights;
Consumer Rights Act protects
your right to return a faulty good;
Marketplace protections on eBay
and Facebook are available to you
in addition to your right
Answers to your problems
My online order hasn’t arrived,
what can I do?
If you buy something online and
it is late, or doesn’t arrive, your
consumer rights mean you’re
protected. Read our guide to see
what you can do.
Am I protected when selling with
PayPal?
Made a sale using PayPal, perhaps
on Ebay or another online plat-
form? Make sure you’re protected
from buyer disputes and charge-
backs
Can I cancel a financial product
bought online?
A contract for a financial purchase
can be cancelled within 14 days
of the purchase date. There are
exceptions to this however. Read
our guide to find out more.
I want to sell or give away my digi-
tal download, can I do this?
Digital downloads are neither
goods or services so your rights
to sell them on or give them away
are restricted.
I’ve got a problem with something
I bought on Ebay
The way you buy on Ebay affects
your legal rights. These vary de-
pending on whether you’re buying
from an individual or a business,
win an auction or Buy Now
I’m unhappy with flowers bought
online, what are my rights?
If your flowers are delivered in
45
poor condition, damaged or don’t
match the description given on-
line, you should be able to get a
full or partial refund.
What are my rights if I buy and
sell on Facebook Marketplace?
Facebook Marketplace is set to
rival sites like Ebay and Gum-
tree, it lets you buy or sell almost
anything, but how safe is it? And
what are your rights?
What are my rights when I shop
from outside of the EU?
When you buy goods from out-
side of the EU, your rights and
your ability to enforce them gets
complicated. Follow our advice
to learn more about the risks and
your shopping rights if you’re
shopping from a non-EU website.
What are my shopping rights on
an online marketplace?
If you’re planning to buy or sell
goods on an online marketplace,
it pays to know your rights. We
offer guidance and top tips for
online marketplace shopping.
Can I claim against PayPal if I don’t
get what I paid for?
In certain circumstances, PayPal
will step in and reimburse you if
you don’t receive from a seller
what you paid for, under the PayP-
al Buyer Protection scheme.
Can I get a refund on a digital
download?
Digital downloads are not clearly
defined as either goods or ser-
vices so consumers’ rights are
unclear.