Isle of Wight Council

Trading Standards - Consumer Advice

Buying by internet, mail order or phone

Every day, many of us buy goods and services using the telephone, by mail order, and increasingly from the Internet.  This gives us a chance to browse and shop at a time that is suitable to us without the hassle of finding a parking space!

The law recognises that this sort of 'shopping at a distance' comes with its own problems. What happens if the goods don't turn up, or if you don't like them once you have had a chance to look at them?

You have rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Briefly, the regulations state that you should be given clear information about the order and the trader, along with a cooling-off period, protection against credit card fraud and against the demand for payment of unsolicited goods.

Useful information can be found on the following web sites:


If you are a business providing online shopping facilities, please be aware of your responsibilities to the consumer, information can be found in the Business Companion