e-Business & Online

Legally you must give consumers specific information before they buy (the Consumer Contracts Regulations 2013) and identify your business (the E-Commerce Regulations 2002); practically, terms are how you limit liability, set delivery and returns, and protect your content. Copying a competitor's terms is a common and expensive mistake.

Since 6 April 2025 the CMA can fine businesses directly (up to 10% of global turnover) for breaching the main consumer protection laws, including the ban on unfair commercial practices; fake reviews, and reviews that hide the fact they were paid for or otherwise incentivised, are banned outright; and prices must include unavoidable fees up front rather than 'drip' them in later. The Act's subscription-contract rules (clear pre-contract information, renewal reminders, cooling-off and easy cancellation) are not yet in force: the government expects them to start in spring 2027.

Consumers have a 14-day right to cancel most online purchases for any reason, and separate rights to a refund, repair or replacement if goods are faulty. Some items are excluded — personalised goods, sealed items opened for hygiene, perishable goods — but you must tell the customer before they buy.