Consumers not returning online goods

Date: 9th March 2010

Online retailers are enjoying a higher rate of customer satisfaction as consumers are not returning goods they are unhappy with, it has been suggested.

A recently-published report from the Department of Business, Innovation and Skills (BIS) has revealed that almost two-thirds of consumers are less likely to return online purchases than those bought from the high street.

The figure comes despite additional consumer rights being put in place for online purchases, such as an extra seven-day "cooling off period".
Consumer minister, Kevin Brennan, said: "There has been a huge revolution in how people buy goods.

"We are now Europe's biggest online shoppers, so it's important we all know that most online goods can be returned with no questions asked within seven days. We want confident consumers who can assert their rights and get a good deal."

The BIS report also revealed that 77 per cent of consumers are unaware that there are differences in consumer rights for high street and online transactions.