Prior information and written confirmation

Prior information

You must provide clear and understandable information to enable the consumer to decide whether to buy. This must include:

• your business name and, if payment is required in advance, your postal address
• a description of the goods or services
• the price including all taxes
• delivery costs where they apply
• arrangements for payment
• arrangements and date for delivery of goods or performance of services
• the right to cancel the order
• how long the offer or the price remains valid
• the cost of any premium rate telephone, fax or internet charges
• whether substitute goods will be supplied if the order is out of stock or unavailable
• If substitute goods will be supplied, in the event of cancellation, you must inform the consumer of the cost of returning any substitute goods.
• the minimum duration for any long-term contract (eg mobile phones).

Written confirmation

When an order has been made you must provide send the consumer with written confirmation of the prior information (this can be by letter, fax or e-mail), unless it has already been provided in writing, for example, in a catalogue or advertisement.

The confirmation should also include:

• when and how the consumer can exercise the right to cancel
• details of whether the consumer is required to return the goods
• information as to whether you or the consumer would be responsible for the costs of returning or recovering the goods
• a geographical address where the consumer can contact you
• details of any after-sales services and guarantees.

You must provide this confirmation at the latest by the time the goods are delivered or, in the case of services, during the performance of the contract.

If you are providing a service with no specified end date or for a period of more than one year, for example, a mobile phone, or electricity supply, you must also send details about the conditions for exercising any contractual right to cancel the contract.

Back to: Distance Selling Regulations