Ready to buy online? Here are a few important things to know before making that purchase.

Before you order

• Make sure you’ve hunted around for the best price. Check out promotions and offers for great deals.
• Take into account packaging, shipping and postage costs if any.
• Never compromise on quality. Steer clear of fake goods to avoid scams.
• Don’t choose a vendor just because they provide a long warranty term– what if they went out of business before your warranty term expired? Always buy from a reputed, legitimate vendor. The website may look great, but that doesn’t prove the vendor’s credibility.
• Educate yourself as much as you can about the product or service you intend to purchase. Check out more than one website to find out models, prices, details, reviews and other info.
• Make sure you know the vendor’s full contact address, not just their email or P.O. Box.
• Find out where to write to and how to contact them if you have any complaints.
• Inquire about the terms of order cancellation.
• The vendor must give you details about the product. Ask questions if you want to find out more – he should be able to give you satisfactory answers.
• Find out payment options and delivery options.
• Find out the availability of the product you’re interested in.

Ordering your product

• When entering personal info, make sure the website it ‘secure’. You can tell that a website is secure when the URL starts with “https://” Instead of “http://” and a small padlock is displayed at the bottom of your browser window.
• Check the fine print of the Terms & Conditions for replacements, repairs or cancellation terms.
• You’re probably going to provide some very personal info like address and contact numbers. Check the privacy policy of the company to make sure you know how this info will be used.

• The guarantee provided is important – Read it. Make sure you understand it. If not, get in touch with the vendor for clarifications.
• Always take a printout of your order page and of the acknowledgement you receive.
• Check your bank statements carefully after making your online purchase.
• NEVER reveal your card’s PIN number. No one has the right to ask you the PIN number even if they claim to be from the company, your bank or the police. Never email or send your PIN number over the Internet.
• Make sure you are aware of any hidden expenses – like delivery costs or taxes before you buy.
• Get hold of all the product catalogues or manuals provided.
• The vendor must inform you if they plan to provide you with a substitute product in case the one you ordered is not available. You must inquire about whether you have the right to cancel the order if you do not want the substitute.
• Get info about the details of guarantee and after sales service. Also find out who would pay transport of goods in case of return or complaints.
• Inquire about the minimum period within which the goods must be returned if you are not satisfied with them.

Complaining / Returning goods

• Before making a complaint make sure there IS a fault! Check the product carefully. Also ensure the defect was not caused by misuse, accident, normal wear & tear or by not following instructions.
• If you have found out a fault in the product soon after purchase, you could request a replacement.
• If it is a minor fault, it is reasonable to accept repair.
• If the product cannot be replaced or repaired economically, you may still be entitled to a refund – which may be a reduced price.
• Collect all documents required before you approach the vendor.
• If you have already paid, most vendors will refund your money within 30 days. You should be aware of the terms and conditions, though.
• Personalized goods, perishable items and sealed software, etc. normally cannot be returned. This however is made clear beforehand.

Complaining by phone

When calling up to complain about goods or services, remember the following:

• Make a note of what you want to say.
• Be clear, short and specific while describing the problem.
• Keep receipts and bills handy in case you’re asked for a number.
• Get the name of the person you speak to.
• Note the date, time and a synopsis of what was said.

When writing a complaint letter:

• Keep it short and to the point.
• Highlight the place and time when you bought the product.
• Describe the service or the product you bought.
• Explain the problem, action you may have taken, like calling up their customer service center. Provide details of who you spoke to when and what was said.
• Mention your preferred remedy – repair, or replacement (terms & conditions apply).
• Send the letter via courier so you have a proof of receipt.

Keep a copy of the letter you send. If sending bills or receipts along with the letter, send photocopies and keep originals with you.