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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.


Quick Quiz

• 1. How many years ago was the first online purchase?

A. 20B. 10C. 25


2. What was the first item bought online in the UK?

A. HolidayB. CDC. Book


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


A nation of online shoppers


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


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.


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.


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


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.


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.


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


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.


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


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.


Exceptions

Perishables

HotelsPersonalised

goods

Vehicle renting


a

Shoppers’ Rights Cards


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.


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?


Trading Standards Service NI are responsible forenforcing these laws


Any Questions?

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