WHO ARE YOU DEALING WITH?
Check the identity of the retailer, particularly if you haven't heard of them before. If you can't find a full business name, postal address and contact details, such as an e-mail address and phone number on the website, ask - or don't buy anything from the site.
Find out about when and how you can cancel an order, or return something for a refund before placing an order. Check if there are any restrictions on cancellations or returns. If you are buying from another country, be particularly careful to check what you'll have to pay if you want to return goods; if you have to pay return postage this could make returning the goods prohibitively expensive. Be particularly wary of buying from sites that do not describe their returns and refunds policy.
Check if the site has a procedure and gives contact details for handling complaints. Look for sites that say they will handle complaints quickly and in a consumer-friendly manner.
Check the total cost carefully to make sure it includes delivery costs, taxes and any other costs. Make sure you're happy with the delivery cost stated. If the retailer cannot give you a specific delivery cost, make sure you know the most you would have to pay.
Given the number of problems that we encountered with delivery and refunds, you should choose to pay after delivery, if you can. Alternatively, in some countries, paying by credit card gives you extra protection if things go wrong, because you have the right to pursue a claim against the card issuer as well as the internet trader. This means, for example, that if your goods don't turn up, you would be able to claim a refund of the cost from the card issuer if you cannot get a response from the internet trader.
Check whether the site quotes a target delivery date for your order. If you need the goods delivered by a certain date (for example, if it is a gift), make sure this is made clear to the retailer.
Check information on the company's security policies, and in particular that the site has an encryption facility to encode your personal and financial details so that other people cannot tap into them in transit.
WARRANTIES AND GUARANTEES
If you are buying something that may need after-sales work, such as an electrical item, check the warranty or guarantee details and check what you would need to do if you needed to get something fixed under the warranty or guarantee.
Print off and keep a copy of your order and any confirma-tion of your order that you are sent (either by mail or e-mail). Also print off and keep a copy of the terms and conditions, including the returns and refunds policy, so that you have a record of the policy that existed at the time you made your purchase. If you have to contact the retailer because your ordered goods don't turn up, or because the goods are faulty when they arrive, make a note of and keep a copy of all communication.
Check the website's privacy policy (and be very wary if it doesn't have one). Check to see how personal details you submit may be used, and see if you have a the option of refusing unsolicited mail, e-mail or phone calls.
If you are buying from a site based in another country, check which law applies to the contract you're entering into. If you buy something from another country and the contract is governed by the law of that country, it could be difficult to sort things out if something goes wrong.
To download a copy of Consumers International's report "Shopping online 2001", go to www.consumersinternational.org.
You can also print out more copies of this sheet. Both are available in French and Spanish.
Consumers International
Office for Developed and Transition Economies (ODTE)
24 Highbury Crescent, London N5 1RX, UK
Tel: +44 020 7226 6663 Fax: +44 020 7354 0607
e-mail: odte@consint.org
Web site: http://www.consumersinternational.org
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