Introduction to Buying and Selling by Post in the UK
Buying and selling goods and services by post is a common way to shop in the UK, whether you’re ordering online, responding to a catalogue, or sending items through the mail. While this method offers convenience and access to a wide range of products, it also comes with unique legal considerations. Understanding your rights and responsibilities is essential to ensure a safe and fair transaction.
UK law provides strong protection for consumers involved in postal transactions. The Consumer Rights Act 2015 sets out clear rules about the quality of goods and services, your right to receive what you paid for, and what to do if something goes wrong. You are also protected against unfair trading practices under the Consumer Protection from Unfair Trading Regulations 2008, which ban misleading information and aggressive sales tactics.
Knowing your consumer rights can help you deal confidently with issues like lost or damaged items, delays, or disputes with sellers and delivery companies. This overview will guide you through the key legal protections and responsibilities when buying or selling by post in the UK, helping you make informed decisions and resolve problems if they arise.
Your Rights When Buying Goods and Services by Post
When you buy goods or services by post in the UK, you are protected by several important laws. The Consumer Contracts Regulations 2013 give you the right to clear information about the goods or services before you buy, including the total price, delivery costs, and the expected delivery date. Goods must match their description and be of satisfactory quality under the Consumer Rights Act 2015.
When you place an order by post, a contract is formed once your order is accepted and confirmed by the seller. You usually have a 14-day “cooling-off” period from the day you receive your goods, during which you can cancel your order for any reason. If you cancel within this period, you are entitled to a refund, although you may need to pay for return postage unless the goods are faulty or misdescribed.
If your item arrives damaged, is not as described, or does not arrive at all, you have the right to ask for a replacement, repair, or refund. For more details about your next steps, see our guide to refunds and compensation on purchases. If you paid by card or PayPal and have trouble getting a refund from the seller, you may also have extra protection – find out more about getting your money back if you paid by card or PayPal.
Contracts Made by Post
Contracts Made by Post
When you buy or sell goods and services through the post, a legally binding contract can be made even though you and the other party are not face-to-face. In the UK, contracts formed by post are governed by general contract law principles, including the “postal rule.” This rule states that an acceptance of an offer becomes legally effective as soon as it is posted, not when it is received by the other party. This means that once you put your acceptance letter in the post, a contract is usually formed – even if the other person has not yet read it.
Your rights are protected under the Consumer Rights Act 2015, which ensures that contracts made by post must be fair and that the goods or services provided meet certain standards. Both buyers and sellers should keep clear records of what was agreed, including copies of letters and any receipts for posted items.
If you are making or accepting an offer by mail, make sure your communication is clear and that you send it to the correct address. Remember, once your acceptance is posted, you are generally committed to the contract, unless the offer states that acceptance must be received to be valid. Always check the specific terms set out in any correspondence.
Cancelling Orders and Returning Goods
Cancelling Orders and Returning Goods
When you buy goods or services by post in the UK, you often have the right to cancel your order within a “cooling-off” period. Under the Consumer Contracts Regulations 2013, most goods bought at a distance (such as by mail order) can be cancelled within 14 days of receiving the items. This means you can change your mind for any reason and get a refund, as long as you follow the proper process.
To cancel, you should contact the seller within the 14-day window and let them know you wish to return the goods. After notifying them, you usually have another 14 days to send the items back. The seller must refund you within 14 days of getting the goods back or receiving proof that you’ve sent them.
If you receive goods that are faulty, damaged, or not as described, you have additional rights under the Consumer Rights Act 2015. In these cases, you can return the items for a full refund, repair, or replacement, depending on the circumstances and how long you’ve had the goods.
It’s important to check the seller’s return policy for specific instructions and to keep any proof of posting when you return items. If you receive something you didn’t order, or are unsure what to do with an unwanted parcel in the UK, there are steps you can take to resolve the situation.
Remember, some items – such as personalised goods or perishable items – may not be eligible for cancellation or return. Always read the terms and conditions before making a purchase by post.
What to Do If Your Post Is Lost, Damaged, or Delayed
If your item sent or received by post is lost, damaged, or arrives later than expected, you have rights under UK consumer law. The Consumer Rights Act 2015 and postal service regulations protect you in these situations, whether you are the sender or the recipient.
Steps to Take
First, check the expected post collection and delivery times for your item. Sometimes delays are within normal limits, especially during busy periods. If your item is overdue, follow the process outlined if you think your post is lost. This guide explains when to report an item missing and what information you’ll need.
If your item arrives damaged or is confirmed as lost, you may be entitled to compensation or a refund. The amount and process depend on the service used, the value of the item, and whether extra insurance was purchased. For items sent via Royal Mail, find out more about claiming compensation from Royal Mail.
For deliveries by private couriers, such as DPD, you should contact the company directly. If you believe your DPD delivered to the wrong address, there are specific steps you can follow to resolve the issue.
Reporting Issues
Always report problems as soon as possible – most postal services have time limits for making claims. Keep hold of any receipts, tracking numbers, or evidence of damage to support your case. If you’re unable to resolve the issue directly with the delivery company or seller, you may have further rights under consumer protection laws, including the right to a refund or replacement.
Handling Disputes with Sellers and Delivery Companies
When things go wrong with goods or services bought by post, or if your delivery is mishandled, it’s important to know your rights and the steps you can take to put things right.
If you receive goods that are faulty, not as described, or services that fall below expected standards, you are protected under the Consumer Rights Act 2015. This law gives you the right to a repair, replacement, or refund depending on the circumstances. Start by contacting the seller directly – explain the issue clearly and keep a record of your communication. If you need help setting out your concerns, you can use letter templates for consumer law to guide your complaint.
When a delivery company loses, damages, or delays your item, check their terms and conditions to see what compensation might be available. You should also report the problem to the company as soon as possible, providing evidence such as tracking information and photos if needed.
Most sellers and delivery companies have formal complaint procedures. Follow these steps first. If you’re unable to resolve the issue, you may consider escalating the matter through an alternative dispute resolution scheme or seeking legal advice.
For more support or guidance on your specific situation, you can get more help with consumer issues.
Protecting Yourself from Unfair Practices and Scams
When buying or selling goods and services through the post, it’s important to protect yourself from scams and unfair practices. Scams can take many forms, such as fake offers, requests for payment for goods that never arrive, or misleading information about what you’re buying. Always be cautious if a deal seems too good to be true or if you’re pressured to act quickly. You can use this guide to check if something might be a scam before making a purchase or sending goods.
Your rights are protected under laws such as the Fraud Act 2006, which makes it illegal for businesses or individuals to act dishonestly or mislead you for personal gain. If you think you’ve been targeted by a scam or have experienced unfair treatment, you have the right to report it and seek help.
Nuisance mail and calls are also common issues linked to postal scams. If you receive unwanted sales letters or phone calls, find out how to deal with nuisance calls and stop getting junk mail.
If you suspect a scam or have been affected, take action quickly. Learn more about identifying and reporting scams, and keep records of all correspondence. Staying informed and cautious helps you protect your rights when trading by post.
Additional Consumer Rights Related to Postal Transactions
When you buy or sell goods and services by post, your consumer rights don’t stand alone – they work alongside protections in other areas to give you comprehensive support. For example, if you pay for gas and electric or water services by post, your rights under postal law complement the specific rules that apply to energy and water suppliers. The same goes for other services, such as phone, internet & TV service, where you are protected both by postal regulations and the laws covering those services.
If you’re dealing with items like car parts or vehicle documents sent by post, your rights also connect with those covering issues with buying or repairing a car. Similarly, if you need to make a claim for lost or damaged goods, insurance policies may offer additional protection alongside your postal rights.
Discrimination is never acceptable when buying goods or services, whether in person or by post. The law – especially the Equality Act 2010 – protects you from unfair treatment based on characteristics such as age, disability, gender, race, religion, or sexual orientation. For more on this, see discrimination and consumer rights.
Postal transactions can also play a role in other consumer issues, such as receiving parking fines and tickets or dealing with travel and holidays – cancellations and compensation. Even specialist areas like vets and pets may involve postal contracts or correspondence.
Understanding how your postal rights interact with other consumer protections ensures you’re fully covered, no matter what type of goods or services you’re buying or selling. If you want to explore more about these related areas, follow the links above for detailed guidance.
Useful Resources and Related Topics
When dealing with postal goods and services, it’s important to know your rights and what steps to take if things go wrong. For detailed guidance on common issues, see our dedicated sections:
Find out how to Stop Getting Junk Mail if you’re receiving unwanted advertising or promotional materials.
Unsure what to do if your item hasn’t arrived? Read If You Think Your Post is Lost for step-by-step advice.
To understand when your mail should arrive, check Post Collection and Delivery Times.
If your post is lost or damaged, you may be entitled to compensation – see Claiming Compensation from Royal Mail for how to make a claim.
Unsure what to do with a package you didn’t order? Visit Unwanted Parcel in the UK for your legal options.
For broader consumer law support, you can use our Letter Templates – Consumer Law to help you write effective complaint or claim letters. If you’ve purchased home improvements by post and are facing delays, our speed up slow contractors deadline tips and legal rights guide can help you take action.
If you need further advice or support, visit Get More Help with Consumer Issues for information on where to turn next.
