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Hubbing to help

If you are a retailer The Office of Fair Trading’s Distance Selling and Sales of Goods Act hubs will provide useful tools to help build good customer relationships and protect your business.

Both hubs explain the legislation:

  • explain the distance selling regulations and the sale of goods act
  • provide materials and templates to give to customers
  • provide case studies
  • provide training materials

Most online shoppers are aware of their right to cancel when shopping at a distance if they change their mind. They have seven working days to decide to cancel a purchase - however many believe they have  longer.

The Distance Selling regulations means that:

  • the consumer has a right to have information in writing about the trader, the goods and services and their rights before they buy
  • goods should be delivered within 30 days of the date of the order unless the customer agrees a different arrangement
  • consumers have a right to cancel their order from the date  they place the order to normally seven working days after the date they receive the goods and should receive a full refund within 30 days of cancellation
  • If the goods or services are not received within 30 days, or the agreed date, consumers have a right to a full refund within 30 days after this date

Take a look at the hub:

http://www.oft.gov.uk/business-advice/treating-customers-fairly/dshome/

The Sale of Goods Act says that:

  • articles must be as described
  • of satisfactory quality - including finishes, appearances, free from defects, safe to use, durable and in good working order
  • fit for purpose

Find out more at http://www.oft.gov.uk/OFTwork/consumer-protection/campaign11-12/saleofgoodsact/