Consumer Protection - Know Your Rights
One of our core values at CCNow is to promote a fair and sustainable global marketplace for consumer products and services. We take pride in protecting consumers and have provided a safe and reputable place to shop online since 1998. This is why we encourage our customers to understand and exercise their rights, as defined by various consumer protection laws and regulations across the globe.
This article is intended to be a brief guide to some of your rights as a consumer and how to utilize them. Please note that the exact details will vary from country to country. We are not lawyers giving you legal advice, and your mileage may vary.
A consumer is someone who purchases goods or services for direct use. This means you cannot consider yourself a consumer if you're purchasing goods for further resale or use in production of other goods. However, if you're a final user of products or services you have purchased, you're entitled to basic consumer protection rights.
What if I buy something that doesn’t work?
If you buy something that is defective or doesn't match the description of the product you purchased, you have the right to return it and receive a refund of your money, as long as it was not custom made. Requesting a return is easy, simply contact us and we can obtain the return instructions and issue a refund. You can view our complete Return Policy, which means you have at least 30 days to request a return for refund. In some jurisdictions this can be up to six months (or even more in specific cases).
What if my purchase takes too long to be delivered?
CCNow’s suppliers generally ship orders within 5-7 days (unless stated on the product website), but they are required to ship within 30 days. If your order has not shipped within 30 days, it is automatically cancelled. When an order is cancelled, your card will not be charged. A temporary authorization may have appeared on your statement, but when an order is cancelled, we send a request to your bank to remove it. If your order is displayed as being "shipped" in our system but you still have not received it, we will happily open an inquiry to begin an investigation. If you still haven’t received it after 30 days, or our supplier does not respond within 3 business days, we will refund your order. If it has been longer than 30 days but less than 6 months since you received your item, we are still happy open an inquiry to attempt to rectify your concerns and in some cases issue a refund.
What if I change my mind?
That's perfectly OK! As long as your order did not contain any customizable work or your service hasn’t already been used you can easily cancel the order any time before the order ships by either contacting us or via our Order Lookup interface. Even if it has already shipped, you still can change your mind and receive a refund as long as the merchandise is not kept. Usually the easiest way to do this before delivery is to simply refuse delivery of the merchandise, otherwise contact us for return instructions. You have up to 30 days to cancel your order with CCNow, even though most Consumer Protection Acts require cancellation rights for only 7 or 10 days for in-stock purchases!
Should I read and understand everything in the contract, even the small print?
In general, of course it is advisable to read any contract before signing it and/or agreeing to the terms. However, if you have already signed a contract without reading everything, you shouldn't worry too much. There are many laws protecting consumers from unfair contract terms. In fact, all contracts must be written in clear, easy to understand language. Even if a seller tries to get away with unclear language, it won't help – the contract will usually be interpreted in favor of the consumer. If you need help understanding any of our terms and policies, please contact us and we will do our best to assist you. Of course, you always have the right to seek assistance from your local consumer protection agency.
I feel misled... Is this kind of marketing legal?
No. False and misleading representations, along with deceptive advertising techniques, are banned by laws in most countries. Any kind of advertising that is capable of deceiving the person to whom it is addressed to distort the consumer’s behavior, is considered misleading. CCNow’s contract with its suppliers specifically forbids clients and suppliers from using misleading advertising, conducting deceptive trade practices, or engaging in unsolicited marketing campaigns ("spam"). If you see ANY such behavior, please inform us immediately so that we can rectify the issue.
What are some other points to keep in mind?
• Some people tend to think that buying online gives them fewer rights and protections. In reality, buying goods and services online actually gives you even more rights, particularly in the areas of privacy and cancellation/returns.
• Consumer rights apply even if you buy things in a sale or with a discount coupon. This applies even for freebies!
• Even in the case when you have lost your CCNow confirmation email, or cannot remember your order number, you still can return your order. Our customer service staff can easily help you look-up your order with basic information such as your name, email address, phone number, account number, or even just the transaction date and amount of the purchase. Contact us!
Want to research more about Consumer Protection?
Below are links to various CCNow policies, and agreements, along with links to various consumer protection agencies around the world.
Shipping and Delivery Policy: http://www.ccnow.com/delivery-policy
Returns and Cancellation Policy: http://www.ccnow.com/return-policy
Terms of Sale: http://www.ccnow.com/terms-of-sale
Your California Privacy Rights: http://www.ccnow.com/privacy#cali
Order Lookup: https://www.ccnow.com/order-lookup
Contact Us: https://www.ccnow.com/contact
Policy on Herbal Supplements: http://www.ccnow.com/herbal-products
Sending DMCA Notices: http://www.ccnow.com/dmca
U.S. Federal Trade Commission Consumer Info: http://www.consumer.ftc.gov/
EU Commission Consumer Rights Info: http://europa.eu/eu-life/consumer-rights/index_en.htm
Canada Office of Consumer Affairs Consumer Handbook: http://www.consumerhandbook.ca/en/
EU Commission Distance Contracts Info: http://europa.eu/legislation_summaries/consumers/protection_of_consumers/l32014_en.htm
EU Commission Privacy Decisions: http://ec.europa.eu/justice/data-protection/document/international-transfers/adequacy/index_en.htm