C onsumer R ights
I want to return something
bought online
If you bought goods online, the
Consumer Contracts Regulations
(which replaced the Distance Sell-
ing Regulations) gives you addi-
tional rights to return an item.
Step by step guides
How do I cancel an online order?
You have the right to cancel an
online order under the Consumer
Contracts Regulations and get a
refund, here is how to do it.
How do I cancel an order for a
service bought online?
Often consumers and retailers
are confused about when and if
you’re legally allowed to cancel an
online order. Follow our step-by-
step guide on how to do it.
1. How to complain if something
you bought on Ebay is faulty
If something you bought on Ebay
develops a fault, you may be able
to get a refund.
How to complain if your Ebay item
doesn’t turn up
If you want to complain about
something you bought on Ebay,
follow the Which step-by-step
guide on what to do.
Letters
Letter to request a private seller
refunds goods not as described
If a private seller makes a claim
about the condition or quality of
an item you could argue misrepre-
sentation if the goods you receive
aren’t as described
Letter complaining that you
couldn’t cancel an online order
If a retailer disputes your right to
cancel an order within the cool-
ing-off period, you have the right
to challenge this
Letter for a refund or replacement
for faulty goods bought on eBay
If you want to ask a business seller
on ebay for a refund or replace-
ment for a faulty item, use this
template letter
Letter to claim money back for
something bought online due to a
pre-ticked box
From 13 June 2014 traders can no
longer rely on pre-ticked boxes to
opt you into purchasing add-on
products. Use this template letter
to get your money back.
Letter to claim a refund for a
faulty digital download
If you buy a digital download
and it’s faulty you may be able to
claim a refund. Use this template
letter to claim a refund for a faulty
download.
Letter to complain about undeliv-
ered goods
If your order hasn’t been deliv-
ered in time, you should demand
that the retailer take action. Use
this handy template letter to help
you complain.
Letter to refuse paying the cost of
returning a faulty item
If you wish to return a faulty item
bought online, you should not
incur the cost of returning it. Use
this template letter to complain to
the retailer.
Regulations
The Consumer Contracts Regula-
tions give you rights and protec-
tion when buying products and
services online.
Returns & refunds
Under the Consumer Rights Act,
you have the right to a return or
refund if something you buy is
faulty or unfit for purpose. We
help you navigate the law so
you’re not left out of pocket.
I want to return an unwanted gift
You can return a gift if you have
proof of purchase, and know the
date the gift was received if it was
bought online.
What can I do if a retailer goes
into administration?
You may be able to use gift vouch-
ers, return faulty goods or use
your warranty if a retailer goes
into administration. Read the
Which? guide on what you can do.
What is a Company Voluntary
Arrangement (CVA)?
A CVA, short for Company Volun-
tary Arrangement, lets a company
in financial difficulty organise a
voluntary arrangement with busi-
ness creditors to repay all or part
of its corporate debt over a fixed
period of time.
What do I do if I have a faulty
product?
If something you’ve bought de-
velops a fault, you could get your
money back under the Consumer
Rights Act. Our guide explains
what your rights are.
When can I use a manufacturer’s
warranty or guarantee?
Do you know your rights if some-
thing you buy develops a fault? We
tell you when you’re entitled to a
refund and what you can do.
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