Disputes with online retailers

How DAS Law can help you

Our experienced team of dispute resolution lawyers can provide you with practical legal advice and representation if you have problems regarding an online purchase.

These are some of the possible outcomes we can achieve for you:

  • Seek a repair or replacement product.
  • Seek a full or partial refund.
  • Reject the goods.
  • Important things to consider

    Here are some important things you should be aware of regarding your legal problem:

    • Buying goods over the internet is covered by detailed regulations which protect consumers.
    • The trader must tell the customer they can cancel their order up to 14 days after their order is delivered. The consumer doesn’t need to give a reason for cancelling.
    • If the trader neglects to tell the customer about their right to cancel, they can cancel at any time in the next 12 months.
    • Once ordered the trader must deliver the goods within 30 days, unless the consumer has agreed otherwise.

    How much will it cost?

    If you would like DAS Law to help you with your dispute with an online retailer, there are a number of ways to fund your legal costs.

    Legal expenses insurance (LEI)

    If you have a commercial insurance policy this may include LEI cover. If so, your legal costs may be covered by that policy, subject to its terms and conditions. If you are unsure if your insurance policy includes LEI cover, we will check this with you.

    Personal LEI

    No legal expenses insurance

    Unfortunately we are unable to take on private instructions at the moment, and can only work with customers who have legal expenses insurance.

    What should I do next?

    If you have legal expenses insurance with DAS, please call us on the number listed in your policy.

    Alastair Greer

    Principal Associate, Solicitor

    Learn more
    Anna Rogers

    Senior Associate, Solicitor

    Learn more

    The Consumer Contracts Regulations apply to contracts for goods or services (including digital content), but with a few exceptions, of £42 value or greater ordered from an EU-based business via mail order, phone or online.

    William Ellerton, Dispute Management

    Read more helpful information on the DAS Law blog

    Goods and services disputes Euro 2024: Fantasy football and navigating online betting

    DAS Law answers some key questions on how you can check if a betting site is legitimate and your legal options if your online gambling retailer won’t pay out.

    June 2024
    Goods and services disputes 4 ways to escape your gym contract in the new year

    Gyms are prepared for a New Year’s resolution rush and every January, millions of people rush to sign expensive gym membership contracts. But how fair are these contracts and can you terminate them if your situation changes?

    January 2024
    Goods and services disputes Your consumer rights when it comes to smart meters

    What rights do customers have with smart meter installation and claiming compensation if they have been overcharged?

    December 2023
    Goods and services disputes What Black Friday and Cyber Monday shoppers should know about their consumer rights

    If you are waiting to see the myriad of deals that Black Friday and Cyber Monday will offer, you need to know your rights when it comes to buying online.

    November 2023
    Protecting your business , Goods and services disputes , Covid-19 What you need to know about hospitality, Covid, and new Health and Safety rules

    In light of Covid-19, health and safety rules have changed and venue owners, event organisers and attendees need to be up to speed.

    June 2022
    Goods and services disputes Online ticket scams are on the rise – here are your legal rights

    Do buyers have any legal recourse when it comes to purchasing counterfeit tickets? What are the risks when buying tickets from resellers, and what is the best way to protect yourself from ticket scams?

    July 2021
    Goods and services disputes An online review could land you in hot water with the law

    Could sharing thoughts and experiences online turn into an unexpected legal dispute?

    February 2021
    Goods and services disputes , Holiday disputes , Professional services disputes , Covid-19 A summary of your consumer rights during the Covid-19 crisis

    Whilst we try and navigate the ‘new normal’ there are a number of consumer issues which are causing concern. Simon Roberts looks at everything from shopping to holidays.

    June 2020
    Goods and services disputes , Covid-19 Online shopping in the time of Covid-19

    Thomas Pertaia, Legal Adviser from DAS Law, explains what you need to know about your consumer rights.

    May 2020
    Goods and services disputes What are your legal rights to a refund if an event is cancelled or postponed due to the coronavirus?

    With hundreds of thousands of people affected by the cancellation and/or postponement of events, where does the law stand on refunds for the cost of tickets?

    March 2020
    Goods and services disputes Can a shop refuse to serve me services based on my gender?

    Where does the law stand when it comes to whether or not businesses can refuse a customer based on their gender? Nicole Rogers of DAS Law outlines what you need to know.

    February 2020
    Employment disputes , Goods and services disputes All you need to know about tipping

    Are we legally obliged to tip? Does that money actually go to the staff or is it kept by the business owner? Thomas Pertaia has the answers.

    December 2019
    Protecting your business , Goods and services disputes What businesses need to know about selling products

    By law, any goods that you sell must be as described, of satisfactory quality, and fit for purpose. If the product fails to meet any of these criteria, the buyer is entitled to a refund.

    October 2019