Online shopping checklist

More people than ever are using the web to shop for a wide variety of products. Whatever we need to purchase can be found online with practically no exceptions.

Furthermore, online shopping offers many advantages. It is first of all comfortable and convenient. We can shop online any time during the day and night from the comfort of our home.

The internet is also a great place to compare products and prices and thus strike good deals. In addition to that, there is infinite choice since websites are not physically limited by shelf space.

However, virtual shopping has a number of disadvantages too, especially for the inexperienced consumer. One of these is that we cannot try things on or touch the material, especially when shopping for clothing or footwear.

Therefore, unless we know our measurements and are familiar with the brand of clothing, online shopping could end up being a bad experience. Furthermore, there are security risks and the fear that the sale might eventually prove to be a fraud.

To avoid being taken for a ride, there is a checklist we need to go through prior to carrying out any virtual transactions.

The first of these is to gather all the information on who the seller is, where he operates from and how to contact him when necessary. We should not rely on just an e-mail or web address but look out for a customer service telephone number and a postal address.

Once we think we can trust the seller, our next concern should be about choosing the right product or service. In order to do so, we should read and look carefully at the advertisement of the product or service.

To make the right choice, we should consider the features and specifications, such as make, model, dimensions, functions, customer service and support.

If we feel unsure about something, we should ask the seller for more details before committing ourselves.

When buying a physical object, as opposed to a service, we should insist on detailed photos from several different perspectives.

We should also read carefully and understand the ordering procedure, and when and how the goods will be delivered.

In the terms and conditions there could be clauses that allow the supplier a longer time to deliver the goods ordered, depending on the country of origin of the consumer.

If no delivery date is mentioned or agreed on, by law the supplier should send the goods within a maximum period of 30 days from the day following the order date.

The correct price of the goods or services, including any taxes or charges due, should also be clearly specified. This is, in fact, one of the legal obligations online sellers have under the distance selling regulations. The seller is also obliged to inform us about the different payment methods.

We should also be informed about the existence of the right of cancellation in the event that we change our mind and also what to do in case we find the goods unsatisfactory or damaged upon receipt.

Regarding cancellation rights, we should keep in mind that when we buy from a trader residing in an EU member state, there is the cooling-off period which gives us the right to return items for any reason and request full refund of the money spent.

The only charge we may be liable to pay is the direct cost of returning the goods to the seller.

In Malta this cancellation period is 15 days from the day the goods are delivered. The length of this period may vary, depending from which member state the goods are purchased.

Another possible risk related to online shopping are hidden charges which are very often camouflaged as shipping costs. Sellers sometimes give the impression that their prices are the lowest on the market but in reality they make up for the reduced price by inflating shipping charges.

Our best defence against exorbitant shipping charges is comparison shopping. Before making any buying decision, we should compare the price of the product and that of shipping.

It is only by adding up these two amounts that we are able to detect a good bargain.

Before giving out our personal details, especially payment details, we should make sure the site is secure.

We should look for the ‘https’ before the web address at the top of the page and a padlock symbol at the top or bottom of the screen.

Furthermore, we should always check our credit card statement carefully to make sure we have been billed correctly. If not, we should inform our bank or credit card company immediately.

We usually receive a confirmation e-mail when we order goods online. It is important to print or save these e-mails for future reference.

We should also remember that in case of non-conforming goods, as online shoppers we are entitled to the same rights for remedy and compensation.

This basically means that if the goods we purchase are not in conformity with the contract of sale, we are entitled to a legal remedy, which may be either repair or replacement, or else part or full refund of the money paid.

customer@timesofmalta.com

odette.vella@gov.mt

Ms Vella is senior information officer, Consumer and Competition Department.