Buying online is convenient and comfortable. Every day more consumers are opting to shop this way as online shopping saves them precious time and money.
The virtual market also offers a wide variety of products to choose from at competitive prices. To fully benefit from the advantage of online shopping, consumers need to take a number of precautions and inform themselves about their legal rights.
Consumers must firstly beware of fraudulent selling websites. Legally sellers are obliged to provide consumers with specific information on products or services offered and also on the company or trader. This information should include a detailed description of the main characteristics of the product or service and the price at which these are offered for sale, inclusive of any taxes and delivery costs.
With regard to the trader, the information should include detailed contact information of the trader or company, like registration number, physical address, telephone number and e-mail. Consumers should think twice before buying from websites with limited contact details, such as just e-mail. Online selling websites should also contain detailed information on how and where the consumer can make a complaint if needed.
Special precautions should also be taken when making online payments. Consumers should remember that paying by credit card offers greater protection in terms of fraud, guarantees and non-delivery. Furthermore, before giving their credit card details, consumers must ensure that the website through which they are processing the payment is secure. This can be done by checking that there is a closed padlock symbol in the web page.
When an online payment is made, you must always avoid giving card details via e-mail
Additionally, the web page should begin with ‘https’ where the letter ‘s’ stands for secure. After concluding the purchase, consumers should then check their credit card’s transactions to ensure that the correct, authorised amount has been debited. When an online payment is made, consumers must always avoid giving their credit or debit card details via e-mail.
Before making any payments, consumers should always know with whom they are making the sales transaction. If they are going to buy from a seller for the first time, it is advisable to research the reputation of the seller. Through websites such as scamadviser.com consumers can check how the website ranks with regards to safety. The ranking is calculated on the age of the website, where it is based and how other consumers rated the website.
Prior to concluding an online sale, sellers must also provide consumers with information on the right of withdrawal, when applicable. Under the Consumer Rights Regulations, consumers have 14 days during which they can withdraw from the sales contract without penalty and without giving any reason.
These 14 days commence from the day of receipt of the goods or from the day of conclusion of the contract in case of services. If the consumer is not informed of such a right by the seller, this period will be extended to 12 months. When consumers choose to exercise the right of withdrawal, the supplier is obliged to reimburse the sums paid by the consumer within 14 days from the day he is informed by the consumer about the cancellation.
Consumers may be asked to provide proof that they sent back the unwanted goods. Furthermore, when sending products back, consumers may be requested to pay for the shipping costs. However, they must be properly informed about these costs before concluding the online purchase. If consumers are not informed, then these costs must be paid by the seller.
Consumers should not forget that the two-year legal protection also applies to goods bought online from sellers operating within an EU Member State. Hence, consumers may request a free remedy from sellers when purchased goods are not in conformity with the contract of sale.
Odette Vella is director, Information, Education and Research Directorate, Office for Consumer Affairs, Malta Competition and Consumer Affairs Authority.
odette.vella@mccaa.org.mt