The Consumer Protection Act (CPA) has certainly placed a great deal more responsibility onto suppliers of goods and services, arguably unreasonably so.
For instance did you know that all items legally must carry an automatic 6-month warranty? The Act obligates the supplier to bear the costs of repairing, collecting and/or replacing any defective goods, and prohibits the supplier from charging for usage or wear and tear on the returned product.
Additionally, suppliers must refund a consumer if they are unable to deliver the agreed goods or services on the agreed date or time, and if no alternative arrangements have been agreed by both parties (as stated in section 19 of the Act). Delays are inevitable, whether it be due to manufacturing or courier hiccups. To avoid this frustration and cost, clear and constant communication with your client is key.
While there are potential headaches caused by the CPA that suppliers of goods and services have little control over, as on online retailer you can protect yourself by:
- Displaying correct pricing. Where there is an error, it must be communicated to consumers and be corrected within a reasonable time, otherwise consumers are entitled to purchase at the displayed price.
- Providing a detailed description of the goods or services to avoid consumers ordering goods that are not fit for purpose.
- Displaying delivery times and communicating delays to consumers.
- Disclosing key terms and conditions, including return and refunds timeframes and channels.
- Displaying contact details and escalation processes if consumers have any queries.
- Avoiding bait marketing or overselling by ensuring that there is sufficient stock or indicating stock limitations in all advertisements where applicable.
- Avoid accepting monies from consumers if there is no stock or capacity to deliver the goods or services at the agreed time and date.
- Disclosing any other additional costs that the consumer would incur, including any delivery costs or cancellation penalties.
- Providing a system for consumers to track their deliveries.
If you’ve never given it a proper examination, read through the rights given to consumers by the Act here and if necessary, make any updates to your marketing, order fulfilment process or website copy. Stay informed and save yourself potential nightmares!
