Your rights when shopping online

We want to make sure you know what your rights are when buying something online, and what you can do if something goes wrong. Have a look at our leaflet for an overview of your consumer rights when buying something online and information on what you can do if something goes wrong.

You can find out more detailed information on our consumer advice pages. Below are some useful links to our advice on some of the more common issues.

If you need more help with a consumer problem you can also contact the consumer helpline.

Our advice pages

If you’ve had a problem when buying something online:

• Solve an ongoing consumer problem with a business seller

• Returning faulty goods

• Getting your money back if you paid by card or PayPal

• If you’ve changed your mind about something you’ve bought

• If you think you’ve bought stolen goods

• If something is advertised at the wrong price

• Report fake or counterfeit goods

For information when there’s an issue with delivery:

• If something you ordered hasn’t arrived

• Claim compensations for lost, damaged or delayed post

Advice on scams and shopping safely online

• Visit our scams advice pages for tips on how to recognise a scam, what to do if you spot one, and advice on how you can protect yourself online.

Fact sheets and training packs are also available on our consumer education pages. These cover topics including online marketplaces and buying used cars.

You can also take a look at our advice for selling on online marketplaces [ 0.63 mb].