This is intended as a very quick guide to Distance Selling Regulations in relation to goods purchased from a website.
Please consult Trading Standards or a solicitor to be certain of your legal obligations. This is simply a summary of information supplied by Business Link.gov.uk.
E-commerce websites must comply with distance selling regulations
The Distance Selling Regulations 2000 are designed for customers protection when they are not present with the seller at the time of purchase. They relate to purchases made via email and via the internet.
(They also cover telephone and mail order sales.)
The regulations only apply to transactions between businesses and consumers (individuals acting outside the course of their business) and do not apply to business-to-business contracts.
Under the Distance Selling Regulations, consumers have the right to:
- have details in writing about the supplier including geographical location
(These should be clearly on your website.) - written terms of the transaction (These can appear on your website.)
- confirmation of their orders in writing (This can be via email.)
- further available information should include a notice of cancellation rights, the complaints procedure, after-sales services and guarantees. (These should appear on your website.)
- delivery within 30 days unless otherwise agreed
Buyers have a 7-working-day cooling-off period in which to cancel the contract. This period starts from when the goods are received. It is not necessary to give a reason for cancelling the contract.
Details of the cooling-off period should be given on your website, but if no details are given, the customer is entitled to extended the period to three months.
The consumer can cancel the contract even after the goods have been delivered, or the services have been provided, and is entitled to receive a full refund for a cancelled contract within 30 days.
There are some exceptions to these rights of cancellation, including:
- contracts for the provision of accommodation, transport, catering or leisure services, where these services are supplied on a specific date or for a specific period
- the sale of goods which have been customised or are perishable
- sealed CDs, video or audio recordings, or software, any of which have been opened
- transactions conducted by auction
Sources & More Info:
Business Link:
Business Link Distance Selling
Tips for complying with the Privacy and Electronic Communications Regulations
Outlaw.com:
Distance Selling Regulations overview
Office of Fair Trading:
Distance Selling Regulations Guidance
