For brands and online retailers, trust is everything — won or lost wherever a business meets its customers: the price on the page, the product description, the reviews, the influencer’s post, the sign-up offer, the checkout flow and the returns policy. Consumer law reaches into every one of these interactions.
Our lawyers have years of experience working with brands, online retailers and the platforms through which they sell. We advise on new and emerging sales models as well as day-to-day compliance, and we understand how online retail actually works. That means practical, commercial advice that helps businesses manage risk, protect their reputation and keep their customers’ trust.
Examples of how we help brands & e-commerce businesses
Reviewing product information, customer reviews and online selling practices for misleading omissions, fake reviews and other unfair practices
Designing and reviewing subscription and membership offers, from sign-up and renewal to cancellation, in line with the DMCCA subscription regime
Auditing purchase journeys, checkout flows and consent interfaces for misleading or manipulative design
Drafting and reviewing consumer terms and conditions to ensure they are fair, transparent and enforceable
Handling customer complaints, managing engagement with regulators and supporting retailers through consumer litigation
Ensuring prices, fees, discounts and loyalty schemes are presented clearly and fairly, with no hidden extras
Helping businesses substantiate environmental and sustainability claims and present them accurately
Getting pre-contract information, cancellation rights and returns right for consumers buying online
Navigating UK, EU and other requirements for businesses selling in multiple territories
Equipping commercial, marketing and customer service teams with practical consumer law training tailored to online retail
Our experience
Advised a collectibles and digital commerce platform on age assurance requirements, online safety obligations, consumer protection issues and the structuring of innovative chance-based digital products for the UK market.
Supported a leading digital marketplace in evaluating and designing novel sales structures, including analysis of product mechanics, fulfilment arrangements, consumer rights and regulatory compliance considerations.
Advised a fast-growing global B Corp consumer goods brand on consumer protection, advertising and purpose-led marketing claims, including the development of customer-facing terms, promotional campaigns and compliance strategies for charitable and social impact messaging.
Advised a global software provider on DMCCA preparedness, including drip pricing, fake reviews and subscription requirements, and supported the modelling of platform changes to ensure compliance.
Advised a leading international retail brand on the design and implementation of customer claims verification processes, including consumer rights compliance, customer-facing documentation and updates to contractual and returns frameworks.
Advised a global beauty and hair care brand on the consumer protection and advertising law implications of launching a new product, including product naming, packaging, marketing claims, customer-facing communications and misleading advertising risk.
Getting started
Whether you know exactly what you need or just want to talk something through, book a free 30 minute consultation to discuss your priorities – no strings attached.
Claire Livingstone
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