Online Consumer Rights.

I bought a pair of branded trainers from a private seller on an online marketplace.

When they arrived, they were clearly a cheap imitation, not what was advertised, terrible quality and not fit for purpose.

Do I have any rights?

What can I do?

If you’re shopping online from an individual seller, the principle of “buyer beware” applies – which means the seller does not have to declare any defects. However, they must not misrepresent the goods, for example, by claiming they’re a certain popular brand when they are not, so you may have
grounds to ask for your money back.

Contact the seller to explain the problem, let them know your rights and ask for your money back.

If this gets you nowhere, check to see if the online marketplace has its own protection and disputes resolution system.

Finally, if neither of these work for you, consider making a claim to the court, known as a small claim.

There is guidance on how to do this on the Citizens Advice website at

Free, confidential advice and help is available from South Lakes Citizens Advice on any aspect of debt, consumer problems, benefits, housing,
employment or any other problems.

We have various outlets across South Lakeland and can also give advice over the phone – telephone 03444 111 444 for an appointment and help, 015394 46464 for debt and on-going enquiries.

Please note the opening hours at Windermere have been reduced, but contact details remain the same.

South Lakes Citizens Advice is a registered charity,
No: 1118656 and company limited by guarantee, No: 6113551.

FRN: 617574