Monthly Archives: July 2014

July 2014 Question 1

“I have a question regarding the cancellation rights for internet sales. Do we have to send out a printed copy of the cancellation rights and a cancellation form to the customer with their orders?” An internet sale is classified as … Continue reading

Posted in Sales Risks

Do we need to have a written complaints policy? If we do, does this need to be on our ecommerce website?

You don’t have to have a written complaints policy or a returns policy or process. Even if you do have a complaints policy there is no obligation to publish it on your website, but some businesses use it as a … Continue reading

Posted in Sales Risks, What we are being asked about

Do I have to give a full refund to a consumer who ordered goods in store for home delivery?

No. As long as the contract was concluded on your usual trade premises there are no cancellation rights. However if the goods are ‘not of merchantable quality’, ‘not as described’ or ‘not fit for purpose’ the customer does have other … Continue reading

Posted in Sales Risks, What we are being asked about

A customer bought a display screen for his business from our internet shop using his personal credit card. He now wants to cancel the contract and as its a bulky item, make us collect it.

The customer was acting for the purposes of their business and therefore has no cancellation rights. The situation would be wholly different if the customer was a consumer.

Posted in Sales Risks, What we are being asked about