It's official: most UK e-tailers break the law

The majority of British e-tailers are flouting the law and failing to protect their customers, according to a survey by the National Consumer Council (NCC).

The government-funded watchdog found 83 per cent of internet companies failed to meet legal trading requirements, compared to a 61 per cent EU average.

The survey compiled by mystery shoppers revealed that too many online retailers didn't inform customers of their rights to cancel goods within a few days of delivery, couldn't deliver goods on time, and made the refunds process a nightmare.

The Government is due to launch a consumer campaign on safe internet shopping, to coincide with the busy Christmas period.

NCC Chairman Deirdre Hutton is now calling on the government to raise awareness of the law amongst companies that are not meeting their responsibilities.

Hutton said: "There is no point the government encouraging people to shop online, explaining their rights and urging them to be careful, if businesses are not sticking to the rules on the other side."

The NCC also wants more effective policing of the distance-selling directive, which was implemented in the UK on 31 October last year.

This directive gives basic rights to consumers who buy goods and services over the internet, phone or by mail order. These rights include a 7-day cooling off period, delivery of goods within 30 days and restrictions on direct marketing.

The NCC research - conducted as part of a global internet shopping investigation by Consumer International - covered 87 UK sites selling items from DVDs to books, clothing and hotel rooms.