Buying Goods Online – Your Rights

You also get additional protections for "distance sales":

• A 14-day cooling-off period in most cases. This starts the day after you receive the goods. You can change your mind for any reason, return the item, and get a full refund (you usually pay return postage unless the seller offers free returns or didn't tell you about the costs). The seller must refund you within 14 days of receiving the returned item (or proof you've sent it back).

The big difference comes down to where the seller is based.

UK Based Sellers

You get the full protection of UK law, including the Consumer Rights Act remedies (short-term rejection, repair/replacement, price reduction/final rejection). It's straightforward to enforce because they're subject to UK courts and trading standards. Chargeback and Section 75 work reliably here too.

Sellers Based Abroad (EU or non-EU)

UK consumer law might apply in theory if the seller targets UK customers (e.g., prices in £, UK delivery options, English website), but enforcing your rights can be very difficult in practice. You might have to pursue the seller in their home country, deal with language barriers, or face high costs. Cooling-off periods and remedies under UK law aren't always honoured, and getting a refund or replacement can take months or prove impossible.

This is why payment choice is crucial for international buys:

• Pay by credit card wherever possible — Section 75 still applies for £100–£30,000 purchases, even abroad. Your UK card provider is jointly responsible and must help sort it out (they can't just say "it's overseas")
• For debit cards or credit cards below £100, chargeback is often your best (and sometimes only) option—your bank investigates and can reverse the payment if the goods never arrive, are faulty, etc
• Avoid direct bank transfers or cash-like methods (e.g., some gift cards) — you lose these protections

Practical Tips

Always check the seller's full address and terms before buying. Look for UK contact details or signs they're UK-based. Read independent reviews. If something goes wrong (item faulty, doesn't arrive, or you simply change your mind), contact the seller first in writing, then your card provider promptly (within their time limits).

We deal with online disputes regularly, including those tricky overseas ones. We can quickly tell you which protections apply in your case and help you make a strong claim.