E-Commerce (Distance Selling) Consumer Protection Guidance Notes

E-Commerce (Distance Selling) Consumer Protection Guidance Notes


E-commerce, or electronic commerce, involves the buying and selling of goods and services over the internet. In the context of distance selling, where transactions occur without face-to-face interaction, it is essential for businesses to adhere to consumer protection laws to ensure fair and transparent practices. This guidance is specifically tailored to the laws of England and Wales.

Key Legislation

Consumer Contracts Regulations 2013

The Consumer Contracts Regulations provide consumers with clear information about their rights and the goods or services being offered. This includes details on pricing, delivery, and the right to cancel within a specified period.

Consumer Rights Act 2015

This Act outlines the rights and remedies available to consumers in the event of faulty goods, digital content, or services. It also covers issues such as delivery times and the right to a refund.

Pre-Sale Information

Product Information

Provide accurate and detailed information about the products or services offered, including the total price, main characteristics, and any additional costs.

Cancellation Rights

Clearly communicate the consumer’s right to cancel the order within 14 days, starting from the day they receive the goods or agree to the service.

Delivery Information

Specify delivery costs, estimated delivery times, and any restrictions that may apply. Clearly communicate if there are any additional charges for express delivery.

Ordering Process

Transparent Pricing

Ensure that the final price is clearly displayed, including taxes and any additional charges. Any optional extras should be clearly indicated.

Acknowledgment of Order

Send an order confirmation to the consumer, summarizing the details of the purchase, the total cost, and the delivery information.

Post-Sale Obligations


Deliver goods within the agreed-upon timeframe. If a delivery date is not specified, deliver within 30 days from the date of the contract.

Right to Cancel

Inform consumers of their right to cancel and provide a cancellation form. If the consumer cancels, refund the total cost, including standard delivery charges, within 14 days.

Faulty Goods or Services

Offer a repair, replacement, or refund if goods or services are faulty, not as described, or not fit for purpose.


By adhering to the Consumer Contracts Regulations and Consumer Rights Act, businesses engaged in e-commerce can build trust with consumers and mitigate the risk of legal issues. Regularly review and update your practices to stay compliant with any changes in legislation.

Edward Davis
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