Online Shopping Rights
Online Shopping Rights
In addition to the standard shopping consumer rights of conformity (goods must be as described, fit for of merchantable quality), non-discrimination (equal access to goods across the EU), and transparency (product information must be accurate and sufficiently detailed), online shopping offers additional safeguards.
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General Consumer Rights
Product Conformity
Under the governing EU legislation, consumer goods must be:- As described by the seller and possess the qualities of the product which the seller has held out to the consumer as a sample or model.
- Fit for the purpose for which goods of the same type are normally used. The goods should also be fit for any particular purpose for which the consumer requires them and which was made known to the seller at the time of conclusion to the contract, and accepted by the seller.
- Of merchantable quality, in terms of the quality and performance reasonably expected
Right To Non-discrimination
EU consumers are given equal rights to access a trader’s goods or services, under the same terms, irrespective of their location. Discrimination, also known as geo-blocking, happens when sellers/providers restrict cross-border sales based on a consumer’s nationality or residence. Learn more about geo-blocking here.Right To Transparency
Any company advertising, selling products or supplying services in the EU must provide information to consumers that is accurate and detailed enough to allow you to make an informed choice. This includes information about:- the seller’s identity, address and contact details
- product characteristics of all products for sale
- itemised price or inclusive price displaying all taxes and charges
- payment terms and methods
- delivery conditions
- how to withdraw from a sale contract/ cancel and order
Redress Options
If you bought or received a faulty product, you should always contact the seller first to report the issue. Your contract is with the seller who sold you the product and under consumer legislation and it is up to them to put things right. They may liaise further with their suppliers or the manufacturer to resolve the matter.
Where the goods are purchased within the EU/EEA, in the event of ‘lack of conformity’ consumers are entitled to a number of remedies, as follows:
Upon Delivery / Within Six Months
If the lack of conformity of the products purchased is evident upon delivery or becomes apparent within six months of the delivery, the seller must:- Repair or replace the goods free of charge
- Offer a reduction in price
- Operate a refund