The internet is a great place where we can buy whatever we need without leaving the comfort of our own home.

Look for the https// in front of the web address and a padlock symbol at the top or bottom of the screen- Odette Vella

However, to avoid unpleasant surprises, it is important to take a few precautions when buying goods and services online.

Our most effective weapon against untruthful sellers is complete information on who the seller is, where he operates from, and how to contact him when necessary.

This is especially important if we are buying from a company for the first time. Online sellers are legally obliged to provide buyers with this kind of information.

It is also important we have a clear understanding of everything involved before making an order. We should know exactly how much we are going to pay for the goods or services we are about to order and whether there are any shipping and handling charges.

We should also be given a clear and detailed description of the goods or services we are about to buy, and information on after-sales services and commercial guarantees that apply. Where applicable, we should ask for a copy of the terms and conditions of commercial guarantees.

Online sellers should also inform buyers about payment methods and delivery procedures. The payment method a seller accepts may reflect the integrity of the online seller.

If, for instance, the seller only accepts one method of payment – which we are not familiar with, such as being asked to wire money directly to the seller – the advice is to walk away.

When we are about to process our payment, it is important that we only give our credit card information within a secure environment.

We should look for the https:// in front of the web address at the top of the page and a padlock symbol at the top or bottom of the screen.

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

Ideally, we should also keep a paper trail of our order. This can be done by printing the address of the company site we are logged on to. It is also a good idea to print out a copy of our order and of the confirmation e-mail we receive when finalising it.

As for delivery, before placing an order we should find out how long it will be before we receive the goods ordered. According to the Distance Selling Regulations, the trader must deliver goods or carry out the service within the period agreed with us, or if no period was agreed, within 30 days of the order being placed.

If this does not happen, we are entitled to cancel the order and request full refund of any money paid.

When we shop online, we are also legally entitled to the right to cancel the order. The Distance Selling Regulations give consumers 15 days during which we can cancel the sales contract for any reason and get our money back.

This period applies to goods or services purchased from local sellers. When the purchase is made from a foreign trader, this cancellation period may vary. However, if the purchase is made from another EU member state, the cooling-off period cannot be less than seven days.

The trader is not only legally obliged to inform us that we have cancellation rights but must also tell us where we can address our complaints, how to cancel our order, and also who has to pay the cost of returning the goods.

The law stipulates that this should be paid by the consumer. If we are not provided with this information, the cancellation period may be extended up to three months.

Moreover, once a sale is cancelled and the product purchased returned to the seller, the money we paid should be refunded to us as soon as possible, and within 30 days from the date of cancellation.

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 as though we would have purchased the goods from a shop.

This 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, Office for Consumer Affairs, Malta Competition and Consumer Affairs Authority.