Consumer Rights – Online Purchases

We have seen an increase in students contacting us about purchases they have made online but have not received these goods.

If you haven't received an item you purchased, you have rights under the Consumer Rights Act 2015. You should first contact the seller to request a delivery or refund. If the seller fails to deliver or offer a refund, you can escalate the matter to Trading Standards or pursue a claim in Small Claims Court. 

Here's a more detailed breakdown:

 

1 - Contact the seller

• Express your concerns: clearly state that you haven't received the item and that you expect a resolution.
• Request a delivery of refund: request that the seller deliver the item without undue delay or offer a full refund if delivery isn't possible. 
• Be polite and professional: a calm and respectful approach can often lead to a positive outcome. 
• Follow up: if you don't receive a response within a reasonable timeframe, follow up with the seller. 

2 - Escalation if necessary:

• Report to Trading Standards: if the seller is uncooperative or refuses to provide a refund or delivery, consider reporting them to Trading Standards. 
• Small Claims Court: if you've exhausted all other options and the issue remains unresolved, you can take your case to the Small Claims Court. This court is a cost-effective way to pursue your rights.

3 - Potential outcomes:

• Delivery: the seller may agree to deliver the item to you. 
• Refund: the seller may offer a full refund for the purchase. 
• Court order: a court could order the seller to either deliver the item or issue a refund. 

 

Further information regarding what you can do if something you have ordered has not arrive can be found at:

https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

 

Alternatively please contact advice@su.plymouth.ac.uk and our friendly advisers will be happy to offer support

 

Last updated: April 2025