Right to cancel online order?

[BenJacobs]

Recently ordered some skincare products from an online retailer. Completed a trial and they auto renewed a subscription. The day the funds came out of my account, I told them I didn't want the product as they wasn't working for me. They said I am not entitled to a refund or cancellation under any circumstance and refused to offer any refund. They said the products had already been prepared to be shipped in advance... though I messaged and they responded within an hour of the payment being taken. My understanding is that a consumer has at least 7 days to cancel and change their mind, or am I wrong with this? Ordered from the UK to a US retailer. Thank you

 

[WaveJumper]

The devil is going to be in the detail here, I am assuming you signed up for a subscription service, how long was the trail, what does it say in the T&Cs about giving notice to cancel

 

[MBE2017]

OP, were you informed in writing at the end of your trial you were entering into a legally binding contract? This should have been done several days before the end of the trial, and the full costs should have been set out also.

You might be entitled to a cancellation and refund, less shipping if the terms mention this. Leaving it so late is unfortunate

 

[Heyes]

If you bought as a consumer (rather than a business) you've an initial 14 day cooling off period.

But you've had that so it's gone. Auto-renew gets more complex, and I don't have a clear answer.

If a US business their agreement should comply with UK law - but probably unlikely. If it doesn't, or otherwise has invalid clauses, then 'what's written doesn't matter too much'.

The simplest solution is for you to cancel payments with your bank or card issuer.

Yes, you may then be in breach of the agreement - which may itself be invalid - but it's unlikely a US business will do much about it.

As for money already paid... if it was by credit card then a Section 75 will be relevant. If a debit card, then file a chargeback.

You'll not get a refund from the vendor, but your bank/card issuer might be able to get money back.

 

[Nicola78]

The process of canceling an online order can vary depending on the retailer and their specific policies.
It's important to note that some retailers may have strict cancellation policies, and some orders may not be eligible for cancellation, especially if they have already been shipped.

 

[japancool]

especially if they have already been shipped.

The law says you have until 14 days after receipt. Retailer T&Cs cannot override that, unless it is more generous.

 

[kulture]

The process of canceling an online order can vary depending on the retailer and their specific policies.
It's important to note that some retailers may have strict cancellation policies, and some orders may not be eligible for cancellation, especially if they have already been shipped.

This clearly demonstrates the difference between UK law and US. In the US retailers can refuse cancellation and write their own terms no matter how customer hostile. Here in the UK the customer has the legal right to cancel any order up to 14 days after DELIVERY, and get a FULL refund. No re-stocking fee, no “we don’t do refunds”, no term can override the law.

If you want to sell online to the UK, you need to understand our laws and obey them.

 

[HFE Signs]

If you see the word 'trial' always read the small print

 

[Bob Morgan]

If you see the word 'trial' always read the small print

Read it at least twice!

 

[Newchodge]

Read it at least twice!

Then work out exactly what it means.

 

[HFE Signs]

Then work out exactly what it means.

Decipher the solicitors jargon

 

[DontAsk]

If you want to sell online to the UK, you need to understand our laws and obey them.

Or just go ahead in the knowledge that most UK citizens are unlikely to have the resources to sue an overseas supplier in their home country or recover any award that might be made in the UK.

Caveat Emptor!