Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support New laws to protect consumers in the digital age!
Energy | Food | Money Affairs | Postal Services | Transport | Water | Consumer Skills | Consumer Support
New laws to protect consumers in the digital age!
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Background
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013:
• Replaces distance Selling Regulations 2000 and Cancellation of Contracts made in Consumers Home or Place of Work Regulations 2008. (Doorstop Selling)
• Became law in December 2013 and applies to all contracts agreed on or after 13 June 2014• These new laws reflect the way shopping has changed over the past 20 years.
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Quick Quiz
• 1. How many years ago was the first online purchase?
A. 20B. 10C. 25
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2. What was the first item bought online in the UK?
A. HolidayB. CDC. Book
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HighlightsThe new law recognises there are three types of contract:
• Services- e.g. gardening, building, computing repair.• Goods- e.g. Furniture, food, footwear• Digital- e.g. books, phone apps, downloads, games
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A nation of online shoppers
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What the trader must do
1:Provide clear information about the “Obligations to
pay”
2: Provide information that is easy to read and
understand
6:Charges for phone calls to the retailers
need to be at a minimum.
5:Ensure the consumer is aware
of their cancellation rights
3:No hidden charges
4:Deliver when they say they will
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What the consumer must do
3:Be clear with the trader when they are cancelling an
order
1:Return items as soon as possible
2:Ensure their returned item is in
good condition
4: Pay for all work done prior to
cancelling an order.
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Distance Contracts
• This is a contract made between the trader and a consumer, where they are not together.
• This can be agreed via phone, mail order catalogue, online or TV shopping channel.
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Example of a Distance Contract
Bob orders some garden furniture from a brochure by completing the order form in the centre of the
booklet and posting it off, with a cheque, in the pre-addressed envelope provided. The trader replies by
post and thanks him for his order which they confirm has been accepted and will be dispatched as soon as
possible
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Off Premises Contract
• A contract that is agreed between the consumer and the trader, not at the trader’s premises e.g. At the consumer’s home or at an exhibition stand at a trade fair.
• A contract is agreed via the post or email.
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Example of an Off Premises Contract
Siobhan places an order for wedding stationary from a supplier she talks to at a wedding fair. They confirm the order by post the following
week.
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On- premises Contract
“Business premises” will include a trader’s permanent premises where they usually operate.
This can be at a:• Shop• Stall• Market showroom
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Example of an on premises contract
Graeme and Sarah buy a sofa from a shop. They agree there and then they want to buy the sofa and discuss
with the sales person the delivery options. This contract is done face to face on the premises.
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Information
Who pays the cost of
returns?
Price and payment
details
Delivery Restrictions-
Do they deliver to Northern
Ireland?
Expected Delivery Date
All online retailers need to provide the following information:
Product or service
description
Company’s geographical
address
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Cancellations
• You can cancel an online order from the day it was placed and up to 14 days after the goods arrive.
• However, there are some types of order you cannot cancel.
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Exceptions
Perishables
HotelsPersonalised
goods
Vehicle renting
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a
Shoppers’ Rights Cards
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Top tips for Shopping Safely Online
1:Do your research before buying from a website you haven’t
used before.
3:Before entering payment details make
sure there is an “S” after the http and a padlock
icon.
5. One telephone number provided by a
company must be charged at a basic rate.
2:You have 14 calendar days to cancel an order, from the day the goods are delivered.
4:When refunding delivery costs- the trader only has to
return the minimum delivery cost- no matter
what you may have paid.
6:Always check that your item can be delivered to
Northern Ireland.
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How much do you know?
1. How long have you got to return goods in order to get a refund?
2. When can a trader deduct money from your refund?3. How many days does the trader have to issue you a refund?4. How can you tell a website is safe to enter your debit card
details into?
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Trading Standards Service NI are responsible forenforcing these laws
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Any Questions?