Unfortunately, when you buy something on an Internet auction site or marketplace from a private individual, you have very few rights.

You aren't protected if the goods are of poor quality or not fit for purpose. You don't have the right to cancel the order if you change your mind. If the goods are lost or damaged during delivery, you may not be able to make a claim against the sender. But if the seller offered postal insurance and you accepted; then they would be expected to make an insurance claim on your behalf. Only the sender can make such a claim.

However, if the goods (new or used) do not match the description given on the website, you have the right to complain. First, you should try to resolve the matter directly with the seller. If you are still unable to resolve the issue, than you can seek compensation through the courts. Taking someone to court can be time consuming and there are court costs.

More information about going to court can be found on the Citizens Advice Bureau website.

However, the website you bought through may be able to assist you if you have failed to get satisfaction from the seller. The site itself may also offer extra protection through its terms and conditions. It may have a protection payment scheme or offer a mediation/dispute resolution service.

Last updated on April 4, 2008 by The E-Victims Organisation