Black Friday/Cyber Monday Survival Guide
Are you Black Friday and Cyber Monday ready?
<https://www.rte.ie/author/795761-clodagh-coffey/> By Clodagh Coffey
Clodagh Coffey is Head of Consumer and Digital Communications with the
Competition and Consumer Protection Commission (CCPC).
With Black Friday and Cyber Monday coming up, this weekend is set to be one
of the biggest shopping weekends of the year.
You may be hoping to pick up bargains in the run-up to Christmas, so take a
look at our tips to make sure so you know the checks to do before you buy
and know what your rights are online and instore:
Before you buy:
* You don't have the same protections if you buy from a website
outside of the EU. Just because it has a '.ie' or '.co.uk' address it
doesn't mean it's an EU site. Make sure that you check the business's
geographic address on the website. If you are buying from a business based
outside the EU make sure that you read and understand that site's returns
policy beforehand.
* Buy from a reputable website or one with positive user feedback:
Check if any of your friends have used the site and check discussion forums.
Make sure to read the terms and conditions before you buy. If you find
negative comments about the site on discussion forums don't shop there.
* Beware of sites that have only recently been set up: Setting up a
copycat website to sell fake goods only takes a few minutes and these sites
come and go very quickly. Often they are only recently registered but may
claim to have been around for a while.
* Do your research in advance of the sales: Find out the price before
the discounts so that you know you are getting the best value for your
money.
* Try not to buy a product just because it is discounted: The idea of
special offers is to encourage you to buy now as if you don't purchase the
offer straight away you might never get such a good bargain again. Sometimes
this might be true, so if the deal is for something you wanted to buy
anyway, then it might make sense to pounce. But if the deal is attractive
just because it's too cheap to miss, it might be worth checking with the
supplier if they run other promotions that you could pick up another time,
instead of rushing into buying something without considering your options
and whether you actually need it.
Remember your rights:
Your rights are the same on Black Friday and Cyber Monday as they are any
other time of the year.
* If you buy an item in a shop and it turns out to be faulty
<http://www.consumerhelp.ie/faulty-goods> , you are entitled to a repair,
replacement or refund, depending on what the fault is. Remember, if you want
to bring something back, you will need proof of purchase. This can be your
receipt but could also be a copy of a credit/debit card statement.
* If you buy something in a store and you simply change your mind, you
are not automatically entitled to return it for a refund or exchange.
However, some shops will give you a refund with proof of purchase or allow
you to exchange the item. This is shop policy and not consumer law. Some
shops may change or shorten their 'change of mind' returns policy if an item
is on sale. Make sure you know the shop policy for returning something if
you change your mind.
* When you buy online <http://www.consumerhelp.ie/your-rights-online>
from an EU-based website, you have a cooling-off period of 14 days -
starting from the date you receive your item - to cancel the order and get a
refund. You don't have to give a reason to cancel, but you may have to pay
for the cost of returning the item. You must return the item within 14 days
of telling the business you want to cancel the order.
* EU-based business sites must give you specific information before
you complete an online purchase. This information should include a
description of what you are buying, the postal address and contact details,
the price including any taxes and delivery cost, arrangements for payment
and delivery, what to do if you change your mind and details of how to
cancel your order. You are also entitled to confirmation of your order, for
example by letter or, more commonly, in an e-mail.
* If you buy something online from an EU-based website that turns out
to be faulty, you have the same rights as if you bought it in a shop
<http://www.consumerhelp.ie/faulty-goods> . You should contact the business
by email immediately and ask for a refund or replacement. If the item you
bought online was faulty, or not what you ordered, you do not have to pay
for the cost of returning it. If you look for a refund, you are also
entitled to any delivery costs you paid.
Spend, but don't splurge!
* Plan your spending: Before you shop, make a list. This will help you
avoid impulse buying, or buying things you can't afford. It will also make
it easier to keep track of your spending, so you can make sure you are
staying within budget.
* Use cash where you can: Avoid a massive credit card bill in January
and use cash or a debit card where you can. If you do use your credit card
think about how much you are spending on it first. It's easy to splurge,
when you don't have to repay it immediately. However, your bill will have to
be repaid eventually, and interest can mount up quickly.
* Be wary of store cards: You can be tempted by offers on store cards
- these are credit cards that only work in a particular shop. However, you
should check what the interest rate is on store cards before you sign up for
them.
* Always use a secure method of payment: Such as a credit card or
Paypal. Don't send cash or use a money-wiring service because you'll have no
recourse if something goes wrong. The likes of Visa, Visa Debit or
MasterCard offer a chargeback facility whereby your card provider may agree
to reverse the transaction in some circumstances if you experience a problem
and the business will not refund your money.
* Before you buy, check that the payment section is secure: Looking
for a green padlock symbol in the search line at the top left-hand side of
the browser window and check that the payment page address begins with
'https://' - the's' stands for secure.
Your rights online
EU laws give you strong protection when you buy online. The Consumer Rights
Directive covers you when you buy from businesses based in the EU, so check
the geographical address of any business that you are buying from. These
rights do not apply if you buy from a business outside of the EU or from
another consumer. They also apply to other contracts you sign up to where
you are not dealing with the business face-to-face such as buying something
over the phone, from a mail order catalogue or a TV shopping channel. When
you buy online you have the right to
*
<https://www.ccpc.ie/consumers/shopping/buying-online/your-rights-online/#In
formation> Clear and accurate information before you buy
*
<https://www.ccpc.ie/consumers/shopping/buying-online/your-rights-online/#De
livered> A refund if your goods are not delivered
*
<https://www.ccpc.ie/consumers/shopping/buying-online/your-rights-online/#Ch
angeofmind> Return something because you change your mind
*
<https://www.ccpc.ie/consumers/shopping/buying-online/your-rights-online/#Ca
ncelaservice> Cancel a service
*
<https://www.ccpc.ie/consumers/shopping/buying-online/your-rights-online/#Fa
ulty> Return something that is faulty
*
<https://www.ccpc.ie/consumers/shopping/buying-online/your-rights-online/#Do
wnloads> Cancel digital purchases
Buying from a business based in the European Union
These EU laws do not apply in some cases, so it is important to check the
terms and conditions before you buy. The following areas are not covered:
* Financial services, like banking or insurance products (unless they
are purchased as an add on to a product or service, e.g., travel insurance
with flights)
* Package travel
* Timeshares
* Residential property rental
The right to clear and accurate information before you buy
Before you complete a purchase, the business must give you clear information
on:
* The name of the business, including any trading names
* A description of what you are buying
* The postal address (not a PO box) and contact details including an
email address and phone number for the business.
* The price, including any taxes
* The delivery costs and any costs for returning the item
* The arrangements for payment and delivery
* Details of how to cancel your order and get a refund. You should be
able to cancel using a cancellation form available on their website.
* Details on what to do if you change your mind, and a copy of the
form for returning goods. The business must tell you if the change of mind
option, known as the 'cooling-off' period doesn't apply.
* The cost of ordering - for example, the cost of a premium rate phone
call if you have to order this way.
* How long the offer or price is valid
* Details of any guarantees or after-sales services
* The minimum length of any contract. Details of how and when to end a
contract, if there is no end date or if it lasts for longer than a year.
* Confirmation of your order in a durable form, this could be a letter
or email
A full list of information requirements for distance and off-premises
contracts can be found in the
<http://eur-lex.europa.eu/legal-content/EN/TXT/PDF/?uri=CELEX:32011L0083&rid
=1> Consumer Rights Directive, Chapter III, Article 6.
The right to a refund if your goods are not delivered
You should receive the goods no later than 30 days from the date of purchase
unless an alternative date has been agreed between you and the business. If
the goods are not delivered within the time frame you should contact the
business and arrange another date that is suitable to you or cancel the
contract and receive a full refund. The business should refund you the money
without any delay.
However, you may cancel the contract after the 30-day period if delivery of
the item during this certain time period was essential. For example, if you
ordered a wedding dress but it did not arrive in time for the wedding. If
you informed the business at the time of purchase that delivery by or on a
specified date was essential then you are also entitled to cancel the
contract if the business has stated clearly that they cannot or will not
deliver the item.
Where the contract is cancelled, the business has to refund you any money
that you have paid for the item within 14 days.
If they do not provide you with a refund within 14 days, and you paid for
the goods using a credit or debit card, your card provider may agree to
reverse the transaction. This is called a
<https://www.ccpc.ie/consumers/money/credit-cards/disputed-card-transactions
-chargeback/> chargeback. Contact your bank or credit card company
immediately and give them details of your transaction.
The right to return something because you change your mind
When you buy online, you are given a cooling-off period of 14 days. This
means you have the right to cancel an order for any reason within this
period. If you buy a product online, the cooling off period ends 14 days
after you receive it. You can download a sample cancellation form
<https://www.ccpc.ie/consumers/wp-content/uploads/sites/2/2017/01/Model-Canc
ellation-Form.docx> here.
You must also return the item within 14 days from the day you cancelled. If
you cancel the order because you change your mind, you may have to pay for
the cost of returning it. But, if the item is faulty, then you do not have
to pay for the cost of returning it. The business must refund you any
standard delivery costs you paid. They don't have to refund you any
additional delivery costs for example if the item was delivered by priority
posting.
You are required to take good care of the goods and you may be liable for
the reduced value of goods caused by handling them beyond what's necessary
to be sure they work and are what you ordered.
You should receive a refund within 14 days of cancellation, but a business
can wait to refund you until you have returned the item or have proof of
return postage.
The cooling-off period can be extended to a maximum of 12 months if the
business doesn't give you the information on your cancellation rights
required under the Consumer Rights Directive. If this happens, you should
not have to pay any extra costs associated with your order or contract. But,
you are expected to take reasonable care of the item until you return it.
There are some items and services that are not covered by the cooling-off
period. Your right to cancel does not apply to:
* Customised or perishable goods, for example, a football jersey with
your name printed on it or fresh food items
* Newspapers or magazines, although you do have a right to cancel
subscriptions
* Audio or video recordings which have been unsealed or used by the
consumer
* Computer software which has been unsealed or used by the consumer
* Gaming or lottery services
* Swimwear or underwear that has been unsealed, which cannot be
returned for hygiene reasons
* Items that are likely to deteriorate or expire rapidly
* Tickets for events with a specific date or time- e.g. concerts or
sporting events
* Reservations for hotels or holiday homes for a specific date or
period of time
* Car rental for a specific date or period of time
The right to cancel a service
In the case of a contract for a service, the cooling-off period ends 14 days
after you conclude the contract, for example, when you agree to the contract
or give your credit card details. How you cancel a service should be
explained to you by the business before you make your purchase, for example,
in the terms and conditions of your contract. Under the Consumer Rights
Directive, a standard EU cancellation form must be provided for consumers.
Businesses do not have to send you a hard copy with each delivery, but they
must make the form available to you online.
The right to return something that is faulty
If you buy something through distance selling (online, over the phone, from
a mail order catalogue or a TV shopping channel) and it turns out to be
faulty then your consumer rights are the same as if you bought it in a shop.
If what you bought is damaged or faulty you should complain to the business
in writing immediately, by email, fax or letter, and ask for a refund or
replacement. If you bought something from an EU-based website and you have
to return the item because it is faulty, the business has to pay for any
return shipping costs.
If you return a faulty item, and your refund is not provided within 14 days
and you paid for the goods using a credit or debit card, your card provider
may agree to reverse the transaction. This is called a chargeback. Contact
your bank or credit card company immediately and give them details of your
transaction.
Downloading music, books, apps and in-game purchases
Buying digital content can be very straightforward and so it is important
that you are aware of what you should expect from the digital content
provider while ordering.
Like buying any service, the provider should explain to you what your rights
are. There are a number of safeguards introduced through the Consumer Rights
Directive to protect consumers when buying digital content:
* You must clearly opt to begin the performance, download or streaming
of digital content before you are responsible for any costs involved. Your
agreement must be confirmed by website, app or streaming service. Where you
must pay for a service, this must be clear at the payment page or checkout.
* You have the right to cancel an online digital purchase the same way
as you have the right to cancel other online purchases, unless you have
clearly agreed to begin the performance, download or streaming and have
acknowledged that this would lose you the right to cancel.
* You should be told how your purchase will be compatible with
hardware and software.
* You should also be told if there are any technical protection
measures - for example, a limit on making copies of your purchase.
You can set up an account to buy music, apps, games or e-books which you
download to your PC, tablet, smartphone or games console. This includes
services like iTunes, App Store, Android Market, Amazon marketplace and
Kindle, Netflix and Microsoft Xbox
points. With most of these services you need to register a credit or debit
card with the provider to be able to download items.
If you sign up to these services, you agree to their terms and conditions
and you are responsible for any purchases made by you, or by someone else
using your account. Before entering your payment details, it is very
important to take time to understand exactly what you are signing up to and
what you are going to be charged for.
Depending on your settings or your device, buying something using these
services may only need a single click. This means you do not need to
re-enter your card details every time, as they have already been saved
securely. So, for example, your children could buy films or games on your
tablet or phone without needing your payment details, which could mean
significant charges to your credit or debit card.
With many devices, you can change your settings to control what can be
bought. You can also set up your device so it needs a password to be entered
before anything can be bought. Review these settings carefully, as if these
limits are not put in place you might be held responsible for other people's
purchases, even minors who have used your account.
How to survive Black Friday without emptying your entire wallet
How to survive Black Friday this year
Black Friday has arrived - and it seems plenty of shoppers have been holding
out in the hope of grabbing big discounts today.
Consumers' anticipation that there may be better deals to be had on Black
Friday may be a factor, the report said, with people waiting until now to
splash out.
But after the build up, it's easy to get carried away in the shopping
frenzy. If you're worried about your wallet, here are some handy Black
Friday survival tips
from James Walker, founder of consumer help website Resolver
<https://www.resolver.co.uk/>
Be a cynic: If you see something that looks like a bargain, go to the
manufacturer's website and look at the recommended retail price (RRP). Bear
in mind that items often sell for less than this all year round. Some
websites also have price comparisons, if you search for particular items.
Have a masterplan: It's tempting to just browse the Black Friday sales, but
that's a sure-fire way to end up buying stuff you might not actually need.
Think about items you might actually want to buy - either as gifts,
replacing items that are nearing the end of their useful lives, or a one-off
luxury purchase that you've really wanted. Don't be tempted to deviate.
Only buy what you've planned and budgeted for: It doesn't matter if you're
convinced you can beat the techniques retailers use to get you to cough up
your hard-earned cash. There's a huge amount of research and planning
employed by retailers to get to your impulse buy.
Check your right to return goods: Contrary to what you may be told, you do
have rights to return sale items if they turn out to be faulty. If you're
receiving goods in the post which you may be putting to one side as
Christmas presents, always open the delivery box when you receive it and
check the items.
If you're buying big items check delivery charges: Some firms now offer
assembly services for big items too. Be aware that you might get a local
handyman to do the job much cheaper.
If you're buying for Christmas, add any expensive items to your home
insurance: Burglars often use the Christmas period as an opportunity to
strike as they know households are stocking up on goodies.
And while you're looking after your own wallet, be ethical when chucking out
items you're replacing with your new purchases: You'd be amazed what you can
recycle these days. Sofas, household appliances and other items will be
collected by some charities if they're in an OK condition. If you're
replacing something that isn't broken, have a quick check online to see if
it's recyclable. Don't just bin it - as it could make someone else's
Christmas.
Don't allow yourself to be fobbed off by firms if something doesn't turn out
to be as expected - or doesn't turn up at all: Consumer rights expert Martyn
James says: "When you enter in to an agreement with a retailer, your
contract is with them," adding that retailers should sort out
delivery-related problems. He suggests asking for proof of delivery if
you're being charged for goods that were never received
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