Online Purchasing Behaviour Research

Coyne Research on behalf of the Competition and Consumer Protection Commission (CCPC) conducted a study of consumer behaviour in relation to buying online. The research was undertaken online with adults aged 18+ years in August 2016.

Key findings

  • 33% of consumers are unaware they can return unwanted goods bought online
  • Only 29% of consumers can correctly identify the length of the 14-day cooling-off period
  • Just over 50% of consumers are not aware that their rights when buying from EU sites are stronger than when from buying from non-EU sites
  • 70% are not aware that there are different rights when buying online from an individual versus from a business
  • 52% of those who bought clothing/footwear online experienced difficulties with their purchase with 32% of these consumers reporting delivery delays


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