an individual not buying those goods wholly or substantially for the purpose of the consumer’s business, then certain obligations are imposed for delivery times under the Contracts (Information, Cancellation and Additional Charges) Regulations 2013 that came into force on 13 June 2013. If this has not occurred: - Contact the seller. If you keep something delivered to your address in error, and you know the item does not belong to you, then you have stolen it. Delivery rights. - Insist that they take action to resolve. However put yourself in the companies position, yes it has made a mistake, we all do at some time, it's not much to post it back next time you go past the post office and allow the company to send out a replacement and refund your return postage Items that firms send to you, but you didn't actually order are called "unsolicited goods". Read on to find out what your consumer rights are, and what to do if your purchases go wrong. To help us improve GOV.UK, we’d like to know more about your visit today. This can get kind of dicey. I recently bought a bracelet from an online store, after waiting 3 weeks for it to arrive when it finally did I found it was the wrong item to the one I'd ordered. It will take only 2 minutes to fill in. My delivery or online order hasn't arrived, what can I do? If the retailer was aware you needed the item on the date agreed, you are entitled to cancel the order and claim a refund. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 state that you have a right to keep goods delivered to you that you didn’t ask for. What are your rights when sent the wrong item by an online store? Thank you very much! Dear Helen, I am browsing the internet for help and your “unsolicited goods” page is the closest match I could find. However, if the buyer bought the wrong item I would do a refund but they would have to pay the return shipping themselves. You're well within your rights to keep them. Returning items during the coronavirus pandemic With many non-essential retailers closing across the UK, you may not be able to pop into your local store to return something. If the seller goes bust or fails to deliver your item you can approach your credit card company to get your money back. If an item is lost before it is delivered to you, it is the retailer’s responsibility. Under the DSR you are not obliged to return the item, but must take care of it and allow the company to pick it up. And you might also be in violation of postal codes. Under Section 75 of the Consumer Credit Act 1974, you have rights to claim a refund from your credit card provider if something goes wrong. We’ll send you a link to a feedback form. Check with your neighbours and around your property in case the item has already been delivered. If you are a trader selling goods in the course of a business to a consumer i.e. Your consumer rights if goods are lost. Try our easy to use tool to help you understand your rights … This extra protection applies when you buy an item that costs between £100 and £30,000. Goods should be delivered within 30 days unless an alternative time period has been agreed. Maybe there is a chance that you could enlighten me a bit more: More than six months ago I spent €2000 on a musical instrument from a UK company, which was delivered to Germany. Our guides can help you make a complaint. EU consumer protection rules ensure that when you buy goods and services in the EU you have clear information on the product or service you're buying, its price, shipping and delivery costs as well as on your rights when things go wrong.. If you’ve had a damaged delivery or it didn’t arrive at all, your rights are protected by the Consumer Rights Act and the Consumer Contracts Regulations. - Remind them of their obligations to get the items delivered to you. 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