Money saving expert Martin Lewis has highlighted a little-known legal advantage that grants online shoppers significantly greater rights compared to those buying in physical stores. The founder of MoneySavingExpert shared a video on TikTok explaining what he described as a 'superpower' available to people who shop online.
He noted that many consumers assume the same rules apply regardless of where they shop, but in reality, the law treats online and in-store purchases very differently, particularly regarding returns. Martin said: “Online shopping has a superpower.” He explained that online shoppers have a legal right to return most items, even if there is nothing wrong with them, thanks to the 'cooling-off' period under UK consumer law.
Key Differences Between Online and In-Store Shopping
In contrast, customers buying in physical shops generally only have a legal right to return goods if they are faulty. If a shopper simply changes their mind, the retailer is not legally obliged to offer a refund, although many stores operate goodwill return policies allowing refunds, exchanges, or credit notes within a set timeframe, often around 28 days.
Explaining the rules, Martin said: “If you buy online, you've got 14 days to tell them you don't want it and 14 days after you've told them you don't want it in order to send it back - and you're entitled to a full refund.” This effectively gives shoppers up to 28 days from the point of purchase to return an item for any reason, as long as it falls within the rules.
Exceptions to the Rule
However, there are some exceptions. Personalised products and perishable goods, such as flowers, are typically excluded from the cooling-off period. Despite that, Martin added: “Online shopping offers far more rights than if you buy in a store.”
Beyond Returns: Informed Decision-Making
Consumer experts say the advantages of online shopping go beyond returns. A spokesperson for Ecigone said buying online also allows shoppers to make more informed decisions before spending money. They said: “Martin is absolutely right that online shopping puts the consumer in a much stronger position. Beyond the returns rights, buying online gives you the ability to compare products, prices and retailers in minutes - something that's simply not possible when you're standing in a store. You can check reviews, weigh up your options and make sure you're getting the best price available before you spend a penny. That combination of better rights and better pricing transparency is why more and more people are choosing to shop online.”
The guidance serves as a reminder that consumer rights can vary significantly depending on how and where a purchase is made, and that understanding those differences could help shoppers avoid unnecessary costs and inconvenience.
