It’s being reported in the media today that back in May, authorities, such as trading standards departments investigated 369 websites from across the EU in relation to how forthcoming websites were with regard to Consumer Law.
This investigation related to the sale of electronic goods to customers across the EU and aims to combat whether websites followed rules on providing information regarding the actual product and the price and also clear information about the trader and customers’ rights.
They found that 203 of the sites needed further investigation regarding content on their site. 66% of these sites failed to convey that under European Law, consumers have seven days to return ANY product bought over distance (on the internet or by mail order for example) for a full refund and without giving a reason. Other top issues included traders not supplying adequate contact details or company registered information and delivery charges being misleading or not explained at all.
Personally, I see an issue amongst alot of websites whereby the company behind the site isn’t fully aware of what exactly they are bound by when selling online.
For example:
- Have you included information about your company? – this includes: full company name, trading name, company registration number for a limited company, business address, VAT number (if relevant), email address, and phone number.
- Is this information clearly displayed to your potential customer?
- Do you direct your customer towards the terms and conditions during the sale process?
- Have you included a mechanism in relation to acceptance of orders where you control the point at which the contract is formed? – it has been argued on many occasions regarding email receipts for orders being made.
- Similarly, have you taken steps to avoid being bound by mistakes in pricing information that might be made?
- Have you limited your liability? – If you are dealing with the USA, is it in bold type and capital letters?
- Are your prices clear and unambiguous?
- Have you informed customers of delivery charges, cooling-off periods or your returns and refunds policy?
This is by no-means an extensive list, but a good place to start!
