Shopping on online marketplaces is great… until something goes wrong.
When there’s a problem with your purchase, it can be difficult to get help and find out if you’re entitled to a refund.
To help debunk this difficulty, we’re explaining your rights on online marketplaces so you know where you stand.
There are two laws that cover you when you buy things online. They are the Consumer Rights Act 2015 and the Consumer Contracts Regulations.
On platforms like Vinted or Facebook Marketplace, it’s more likely that you’ll be buying from a private seller – someone who’s using the platform just as you are. And if this is the case, many parts of the consumer regulations don’t apply.
Because many parts of the law don't apply when you buy from a private seller, your statutory rights are very limited. But that doesn't mean you have no rights at all. You still have the right to receive the item you bought. You also have the right to receive an item that's 'as described'.
This right covers you if:
If one of these things happens, it's usually up to the seller to refund you, not the courier. The seller can then take the issue up with the courier to recover the item or get reimbursed for their loss.
For an item to be 'as described' might seem like a simple requirement. But it's not always straightforward and can be open to interpretation.
Private sellers aren't allowed to misrepresent goods. But they don't have to tell you about every fault with an item either.
For example, they can't:
But they can use vague descriptions, such as explaining that an item is "used" or has "some marks" on it. Your idea of what an item with "some marks" looks like might differ from the seller's.
If an item has been misrepresented or isn't 'as described', then you may be entitled to a refund.
Online marketplaces aren't required to follow the Consumer Rights Act 2015. But many of them have their own policies to boost your rights. These are:
These policies and services are designed to help if you're struggling to get a refund directly from the seller. The marketplace team can step in and issue your refund if:
It's important that you check the details of your marketplace's policy and follow the correct process to claim. For example, you may need to provide evidence of your issue, wait a certain amount of time before claiming, or have attempted to solve the issue with the seller before contacting the marketplace's team.
Ultimately, if you buy or sell on online marketplaces, you're doing so at your own risk. But there are things you can do to make sure your experience is a good one. Here are our tips:
Sources
https://www.vinted.co.uk/help/550?access_channel=hc_topics
https://en-gb.facebook.com/help/228307904608701
https://depophelp.zendesk.com/hc/en-gb/articles/360038461713-Depop-Protection-for-buyers
Disclaimer: We make every effort to ensure that content is correct at the time of publication. Please note that information published on this website does not constitute financial advice, and we aren’t responsible for the content of any external sites.
Helen is a personal finance editor who’s spent 11 years (and counting!) in the finance industry. She creates content on everything money with the goal of getting people thinking – and talking – about their finances in ways they may not have done before.
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