Title: Understanding Your Rights When Purchasing a Car Online: Consumer Advice from Dean Dunham
Introduction:
In a recent query, a consumer mistakenly bought a car online that doesn’t meet their needs. They were unaware of their rights to return the vehicle within the 14-day cooling-off period and receive a refund. Dean Dunham, a consumer rights lawyer, provides insight into “distance sales” regulations and advises on the appropriate actions to take.
Content:
When purchasing goods, such as vehicles, online or from a non-trader location, it falls under the category of a “distance sale.” In the case of distance sales, consumers are protected by the Consumer Contracts Regulations, specifically the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013. These regulations grant consumers a 14-day cooling-off period, during which they have the right to change their mind, return the goods, and request a full refund.
However, it is crucial to exercise this right within 14 days of receiving the goods. Failure to do so may result in the loss of this entitlement unless the trader failed to inform you of these cooling-off rights before entering into the contract. Traders have an obligation to provide consumers with essential pre-contract information regarding the cooling-off period for distance sales.
It’s worth noting that burying this information in the small print is not acceptable; traders must make it prominently visible. If you were informed of your rights verbally, that should suffice; however, the trader must be able to provide evidence of the conversation. It’s advisable to review the forms you filled in online carefully, as important details can easily be missed.
In situations where traders fail to inform consumers adequately about their rights, the 14-day cooling-off period can be extended to 12 months. Therefore, it’s essential to be aware of your rights as a consumer and ensure traders fulfill their obligations regarding the provision of information.
In another consumer concern, a dispute with energy provider EON over an incorrect electricity bill has escalated to the involvement of debt collection. Dean Dunham recommends requesting a “deadlock letter” from EON, which will outline the supplier’s final position regarding the complaint.
With this letter in hand, it’s advisable to file a complaint with the Energy Ombudsman, providing a clear explanation of why the bill is disputed and offering any supporting evidence. Including copies of previous bills to demonstrate past pricing can be beneficial. Furthermore, understand that if the disputed bill covers a period exceeding 12 months, the supplier should not have sent it to you. In such cases, you are not liable for charges related to gas or electricity used more than 12 months ago if you haven’t received a correct bill or been informed through a statement of account.
Conclusion:
Being aware of your rights as a consumer when purchasing goods online, particularly vehicles, is crucial. The 14-day cooling-off period in distance sales provides a safety net for buyers. If traders fail to inform you adequately about these rights, the cooling-off period may be extended to 12 months. Additionally, when facing billing disputes with energy providers, request a deadlock letter and file a complaint with the Energy Ombudsman, providing comprehensive evidence to support your case.
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