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The information you must give to consumers

Schedule 2 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCR’s) contains a list of specific pre-contractual information, which must be given to consumers when contracts are concluded at a distance (online). It includes:

  • The identity of the trader, which includes the contact details of the trader’s business.
  • The main characteristics of the goods/services being offered.
  • The price of the goods/services which includes all taxes.
  • Details of the methods of payment.
  • Details of any delivery costs.
  • The delivery method.
  • If applicable, information that the consumer must pay the cost of returning the goods in the event of cancellation.
  • Information about consumers’ right to cancel and how to cancel.
  • A notice that the trader is under a legal obligation to supply the goods that conform with the contract.
  • Information on any relevant codes of conduct and how copies can be obtained.
  • If applicable, the conditions of any after-sale customer care, assistance, services, or guarantees.
  • If applicable, the functionality and compatibility of digital content.
  • The possibility of having the option to go to the European Union dispute resolution platform. (May change after Brexit)

Under the CCR’s you must provide this information before the contract of sale is created. It must be given in ‘a clear and comprehensible manner’ and in a manner that is appropriate to the distance communication used. For sales made via a website this can be achieved by setting it out in the website terms of sale. The price and product information should be shown on screen as part of the advertisement for the product.

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