Online Retail
Goods not received — courier delivery failure; 14-day cooling-off refused by retailer; Goods faulty — short-term right to reject refused
Max award: £25000 (Retail ADR)
8-16
Uphold rate: Not published%
Key Legislation
Consumer Rights Act 2015 ss.9-24 (goods quality and 30-day reject); Consumer Contracts Regulations 2013 (14-day cooling-off from delivery; refund within 14 days); Consumer Rights Act 2015 ss.61-76 (unfair terms)
Companies in This Sector
Amazon UKASOSeBay UKArgosVeryLittlewoodsNext OnlineM&S OnlineBoohooMissguided
Annual complaint volume: Billions of transactions; no central data
Note: NO MANDATORY OMBUDSMAN for online retail. Retail ADR voluntary — most major retailers not members. 14-day CCR and 30-day CRA rights are key consumer tools. Chargeback and Section 75 are primary remedies when retailer refuses