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Don't Be Electricked

Putting products to the test

We’ve all suffered the disappointment of purchasing an item online only to find something completely different inside the package when it finally arrives.

But what if your dud purchase ends up being deadly? 

 

 

House Check

What's the issue?

  • One in ten UK consumers has first-hand experience of an electrical fire or shock caused by an electrical product they’ve bought online. 
  • Online marketplaces such as eBay, Amazon Marketplace, Facebook Marketplace and Wish are not currently required by law to check the safety of products sold on their sites in the same way traditional high street shops are. 

Safe shopping

Buying Electrical Goods Online Digital Page 01

Safe shopping

Our free guide gives you all the tips you need to shop safely online. 

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We examined 26 outdoor electrical products

  • All but one failed at least one safety test, with 81% failing water ingress protection tests.

  • 96% posed an increased risk of electric shock, and 46% had both electric shock and fire risks.

  • Issues included inadequate protection against live parts, poor earthing, and dangerous plugs or adaptors.

  • Some pool heaters caught fire when plugged in while not submerged in water.

What happened next

  • Despite the removal of 14 hazardous products from the market in the first phase, 16 more were then found which posed similar risks.

  • Of these, seven were identical to the removed products, including some being sold by the same sellers under the same brand and model.

  • The other five were identical in construction but sold under different brands or by different sellers, highlighting the persistence of unsafe products in the market.

Testing electrical items

We filmed several of the products bought from online marketplaces being tested to see if they held up to UK safety standards.

As you will see in the video, they failed.

We recommend buying electrical goods from a retailer that you trust, either direct from the manufacturer’s website or a trusted high street name.

Better regulation is needed

One-third of people who bought an electrical fake purchased it from an online marketplace. It is easy to set up as a trader on popular sites such as Amazon Marketplace, eBay and Wish.

More regulation is needed to prevent people from using these sites to sell counterfeit and sub-standard electrical products, or those recalled due to a serious safety risk.

Avoid buying substandard electrical products online

  • Don’t buy on price alone – not all bargains are worth it. Do your homework if you decide to buy products below high street retail prices.
  • Don’t just take the seller's word for it, or the reviews. Some sites cross-reference user reviews with their buyer database and label those people as 'verified purchasers'.
  • Know where you’re buying from. If there is no address supplied, or there is just a PO Box, be wary. And a "co.uk" URL doesn’t guarantee the supplier is UK-based. Many dodgy electrical goods are manufactured overseas. They will not be safety tested and are produced as quickly and cheaply as possible.
  • Beware of words qualifying an item's authenticity. If the seller claims the product is 'genuine', 'CE certified' or 'approved' double-check the source. Most reputable retailers don't need to sell their products like this.
  • Spot the lock to pay safely. Look for websites with a padlock symbol in the address bar of the website. If you can’t see it, don't enter your payment details.

Check if you bought a potentially dangerous item

  • Questionable packaging or item? Tell-tale signs include plugs without fuses, non-UK plugs and travel adaptors in the box, no instructions or rating plate, and spelling mistakes or grammatical errors. Compare your item to an online image from a trusted, high-street retailer.
  • Markings alone are not a guarantee. All electrical products are required to be marked with the manufacturers name or trademark, along with other marks such as CE or UKCA on the label. But they are easily copied and applied to counterfeit products. Stick to buying from retailers or manufacturers you know and trust.
  • Something is missing. Substandard products may not include supplementary materials such as a manual or a product registration card or even all the parts.
  • Check the plug. If you’ve purchased your product from a supposed UK retailer, check the appliance has a three-pin UK plug or charger.
  • Trust your instinct. If you are uncertain about your product for any reason, you’re probably right to be wary. Visit the high street to compare your product to those on sale in store. If your item varies in any way don't use it.

If you’ve bought an unsafe item

  • Act immediately. Contact the supplier stating your case and demand an explanation. If there has been a mistake, now is their chance to clarify.
  • Ask for a refund. You have the legal right to a refund if you bought something unsafe. But it can be difficult if the purchase was from an unknown source. Be sure to pay with PayPal or your credit card as your purchase will likely be insured.

If the seller refuses to give you a refund or you cannot  settle the dispute yourself:

  • Contact the retailer that manages the marketplace. They are able to intervene on your behalf. If they are unable to help, contact the Citizens Advice consumer helpline on 03454 04 05 06 for advice.
  • Alert other consumers. If you can, leave feedback to warn other shoppers about the situation and potential problems. Stick to the facts and make sure any claims are accurate.
  • Report it. If you know your product is unsafe, don't use it and report it to Trading Standards. They can take action against the seller. Selling unsafe products is illegal and puts people’s lives at risk.
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