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New rules for retailers
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 came into force with effect from 13 June 2014. Businesses selling retail products to consumers - including digital content sellers - must comply with the new rules.
Some of the key rules introduced are below:
Consumers will be entitled to ‘clearer and more prominent’ information before and after a sale is made to them. When it comes to digital content, they must be provided with a ‘satisfactory level’ of information about such issues as compatibility and functionality and the fact that a digital download may not have a cancellation period must be made clear to the consumer at the point of sale and the consumer must agree to this.
Also included in the regulations is a change in the cancellation period for distance and doorstep sales, which has been increased to 14 days minimum.
The regulations also forbid the use of premium rate customer telephone helplines (such as 0845 numbers) and are also likely to impact many retailers in terms of their terms and conditions, the way they engage new customers and how they display information online and in marketing material.