1. Overview

You must provide certain information for your customers if you’re selling goods online, through digital TV, by mail order or by phone, text message or fax.

Before an order is placed

All distance sellers must follow certain rules before and after an order is placed.

You must display information such as:

  • your business name and contact details
  • a description of your goods or services
  • the price, including all taxes
  • how a customer can pay
  • delivery arrangements, costs and how long goods will take to arrive
  • the minimum length of their contract
  • conditions for terminating contracts
  • information about the customer’s right to cancel within 14 days

You must tell the customer if they will be responsible for paying for the return of goods if they cancel. If you don’t, they’re not liable for the costs.

After an order is placed

You must get in touch with your customer in writing after an order is placed and before the goods or services have been delivered.

You must tell them:

  • details of what they have purchased
  • the total cost
  • arrangements for delivery
  • the minimum duration of any contract and arrangements for terminating the contract
  • how and when they can cancel an order and who pays for returning goods
  • an address where complaints can be sent
  • any guarantees or after-sales services you offer
  • conditions for terminating contracts
  • any helpline call charges that are more than calling an 01, 02 or 03 number, or a mobile or free number

There are extra rules if you’re selling online or selling overseas.

You could be classed as a trader if you sell goods or services. If you’re trading, you’re self-employed.