Examining or trying out goods purchased online

In the case of most online purchases, the buyer has the right to withdraw from a purchase, excluding certain exceptions. However, the way you handle an item after receiving it will determine whether or not you are entitled to have the full payment refunded in the event of cancellation. Essentially, the determining factor is whether you have merely examined the item or started using it.

Examining the goods does not affect your right of withdrawal

When you order goods from an online store, you can usually open or undo the packaging without losing your right to cancel the purchase, if you wish to

• check the features and functionality of the goods (e.g. whether the goods are intact or whether the items match the descriptions provided in the online store)
• examine the goods in the same way as you would in a store (including trying on clothes to see if they are the right fit for you).

However, if you wish to have the full payment reimbursed in the event of cancellation, you must ensure that the goods you received are not substantially changed or reduced in volume.

If you start using the goods and thereby reduce their value, you will not be refunded in full

If, instead of merely examining the items, you start using the goods and then decide to use your right to cancel the purchase, you will be liable for the subsequent decrease in the value of the goods, and you will not be refunded in full. If the goods are completely unsaleable due to being used, the seller may refuse to give you any refund at all.

PLEASE NOTE! You are not responsible for any decrease in the value of the goods if the seller did not inform you of all the terms and conditions, time periods and procedures applicable to exercising your right of withdrawal before you made the online purchase.