Product safety when shopping online: a guide for consumers

As consumer lawyers, we see the impact that unsafe products can have on people’s lives. Many products have the potential to cause harm, from the smallest products with button batteries to larger purchases like fridge freezers and bicycles.

Buying online is convenient, but not every product sold through a website or online marketplace is safe. Whilst consumers should be able to expect that the products they buy are safe, this is sadly not always the reality. There are some things that you can bear in mind as a consumer when it comes to potentially unsafe products.  This guide provides some tips on how to spot potential red flags and what to do if a product turns out to be unsafe.

Check who is selling the product

Have you checked the details of the specific seller of the item? For shops you are familiar with, and that have a physical presence in the UK, this can be fairly straightforward.

Checking the seller details is particularly important when purchasing from online marketplaces. Third party seller sites such as TikTok Shop, Amazon, Temu and Etsy, are open to sellers to list items directly on their sites. These sellers might not be based in the UK, and you may face difficulties contacting them if something does go wrong with the product. It might be worth checking the reviews of the seller specifically.

Read product reviews carefully

Read a range of the reviews online, including the negative and positive reviews. If you are able to search the reviews, then check some keywords such as “safe” or “quality”.

It might be worthwhile to search for reviews outside of the website you are using to buy the item. Certain review sites, such as Trustpilot, provide independently verified reviews.

How to tell if a product is safe

With millions of product listings, it can be easy to assume that a product has been checked and is safe if it is on sale online. Unfortunately, this is not always the case and products are often sold which are unsafe. Consider what you would expect from the product you are purchasing in respect of safety. Check whether the listing has any safety information for product testing.

Again, it is worth checking to see if the product has reviews on other websites including independent review websites.

It is also a good idea to check the Office for Product Safety and Standards Recall page, to ensure the product you are buying has not been recalled.

There are certain products that can never be safe, and this is particularly apparent in products aimed at babies and children. For example, baby self-feeding pillows can never be safe as there is a high risk of suffocation. Other examples include baby pool floats with canopies, small strong magnets, newborn lounger pillows, soft fabric car seats, and products with accessible button battery compartments. For more information on unsafe children’s products, please visit the Child Accident Prevention Trust’s website.

What to do when the product arrives

If the product is not what you expected, or looks different to the online listing, then do not use it. Immediately contact the seller and request a refund. This also applies to products with insufficient safety warnings or instructions.

If the seller fails to engage with you, you can consider contacting your local Trading Standards office to report the unsafe product.

If you have bought an electrical product, think about registering it. The website registermyappliance.org.uk allows you to register new and used products so that you can be contacted in the event of a product recall or the need for safety repairs.

What to do if an unsafe product causes harm

When it comes to purchasing products for our homes and families, we should be able to expect that those products are safe and fit for purpose, but unfortunately this can be far from the reality when it comes to shopping online.

Defective products can cause life changing and catastrophic injuries. If you have been injured as a result of using a faulty product, where possible, retain the product, any product packaging and instructions, and take pictures of what has happened. Our specialist product safety team can advise you on your rights and guide you through bringing a claim. Contact our team today for a free, confidential consultation.