It may be the season to bag a bargain, with Black Friday, Cyber Monday and the festive holidays just around the corner. But sometimes we get less than we bargained for, and lots of people are coming to us about fake or faulty goods that they’ve been sold online.
We don’t want that to happen to you, so stop before you shop.
Online marketplaces are platforms that allow people or businesses to sell items online. The seller doesn’t own or control the platform that the items are being advertised or sold on. This can also mean the platform doesn’t have responsibility for the items being sold.
Because of this people sometimes face problems like being sold faulty goods, or goods that went faulty shortly after the sale, goods not arriving or not being sent, and goods being different to what was advertised.
What are your rights?
Your rights when shopping on an online marketplace vary depending on whether you’re buying from a ‘seller’ or a ‘trader’. It’s important that when buying on an online marketplace you know who you’re buying from.
If you’re buying from a trader and the item isn’t of satisfactory quality, fit for purpose or doesn’t match the description you can choose the option of a refund, repair or replacement. If you choose repair or replacement, it’s the trader’s responsibility to show that there isn’t a problem with the item, or to provide a solution. If you choose the option of a refund, it’s your responsibility to prove the problem.
Make sure to take a screenshot of the description so you can prove how it was described when you purchased it. Traders have to give you their name and address, so you can contact them if you have a problem.
If you’re buying from a private seller and change your mind about something you’ve bought, you don’t have the right to a refund. But you do have the right to a solution if the item wasn’t described accurately or the seller didn’t own the item when they sold it to you. It’s your responsibility to prove the problem.
Be wise to scams in disguise
Sometimes things aren’t always as they seem, so take time to do research into the item you need.
- Find out if the product or service is what you are looking for. Get an idea of what the full cost of the item might be and shop around on different sites to check the product information provided
- Beware of a seller who asks you to pay via direct bank transfer. A genuine retailer will only give you secure, protected ways to pay, like your card or a recognised online payment platform
- Fake toys are a big ‘no’ when it comes to child safety. They don’t go through the same checks as the real things and can often be dangerous, so be extra cautious when you’re bargain hunting for Santa
Need more information and help?
We know sometimes things still go wrong, even if you do everything right. If they do, we’re here to help. Visit our consumer advice pages for more support.
If you’ve had a problem you can also contact our consumer service on 0808 223 1133 (Mon-Fri 9am to 5pm).
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This blog was re-shared by kind permission of Cara Lewis – Senior Digital Marketing Specialist, Citizens Advice.
