What are my rights if an online purchase is not as described?
Your basic rights
Under federal law and the laws of most states, goods must match the description provided. If an item is not as described, you are entitled to a remedy: refund, replacement, or repair. The seller must honor this.
If you bought from a business, the FTC's Mail, Internet, or Telephone Order Merchandise Rule requires sellers to ship within the promised time or offer a refund. If the item arrives but is wrong, you can return it for a refund.
Credit card networks also offer dispute rights. If the seller won't resolve the issue, you can file a chargeback with your card issuer for items not as described.
- Item must match description; otherwise, you can demand a refund.
- Seller must provide remedy: refund, replacement, or repair.
- Credit card chargeback is available if seller won't cooperate.
- State consumer protection laws may add extra rights.
How to enforce your rights
Contact the seller first. Explain the discrepancy and request a refund or replacement. Keep records of all communications. If they refuse, escalate to a formal complaint.
If the seller is unresponsive, file a dispute with your credit card company or PayPal. Provide evidence: photos, the listing description, and your correspondence.
You can also report the seller to the FTC, your state attorney general, or the Better Business Bureau. For significant losses, small claims court is an option.
- Document everything: photos, emails, and the original listing.
- Request a chargeback within the card network's time limit.
- File complaints with FTC and state AG.
- Consider small claims court for amounts under your state's limit.
Common mistakes
- Waiting too long to dispute the charge, missing the deadline.
- Returning the item without tracking or proof of delivery.
- Accepting a partial refund when entitled to a full one.
