There are very few laws that relate to ordinary purchases of goods and services, which don't apply to the internet

Caroline Banks OFT

She underlined the OFT's determination to make sure etailers respect those laws.

"There are very few laws that relate to ordinary purchases of goods and services, which don't apply to the internet," she said.

"The difficulty with the internet is actually identifying where the people are, where they're based, tracking them down, and making sure the laws in the right country can be applied to them.

"Nobody says it's easy, it's certainly more difficult than it is with other kinds of transactions, but it can be done."

This has prompted the OFT to launch a consumer awareness campaign to advise shoppers on how to safeguard their rights and get the service they both deserve and pay for.

Guidelines for home shoppers

As part of this campaign, the OFT has issued a booklet which highlights shoppers' rights under the Distance Selling Shopping Regulations.

It tells shoppers they are entitled to:

• A full refund if goods or services are not provided by an agreed date or within 30 days of placing an order if no date was agreed.

• A "cooling off" period during which an order can be cancelled without any reason and a full refund made.

• Protection against credit card fraud.

• Clear information before placing on order, including the supplier's full name and address.

• Written information (by letter, fax or e-mail) about purchase.

The booklet is available free of charge from the Office of Fair Trading, PO Box 366, Hayes UB3 1XB.