Online ordering - what can go wrong

Ordered but never arrived

You’ve clicked on “Order now” and entered your payment details - now all you can do is wait. Anticipation increases day by day. But the parcel simply does not arrive. You’re dismayed to find that not only has there been no delivery, but that your money has gone too. Or perhaps not? If you have taken out the additional cover in your household contents insurance for “Cyber losses arising from the use of internet technologies”, you are covered for such an event.

Wrong product delivered, or it’s broken

How annoying: The order did arrive but the contents were damaged or the wrong product was delivered. If you notice the damage when you receive the parcel you can refuse to accept it. Then you should let the seller know and give a reason why you rejected the goods. Even if you don’t notice the damage until later, you can still ask the seller for the goods to be replaced or repaired. Should anything go wrong in this process, the additional insurance for “Cyber losses arising from the use of internet technologies” applies in this case too. That means that you are on the safe side if the seller suddenly no longer replies, or disputes your complaints and insists on payment.

Delivery date not adhered to – Consequences

You absolutely need a certain product for a special occasion. According to the delivery period on the website, the parcel should still reach you in time, but the delivery date changes a few times while the goods are in transit and the parcel can no longer be delivered on time. That means that the contents become unusable for you, because you needed them at a particular time. In this case you can make use of your right to return the goods. Read the seller’s website to find out how the item has to be sent back. The rules for returning goods may vary from company to company.