E-SHOPPERCHRISTMAS TIPS
When you buy online, you have the right to change your mind – but do it fast!
“
I bought some beautiful shoes online from
a Dutch trader, but I never received them.
I asked for assistance from my local European
Consumer Centres office. With their help, I got
all my money back.”
European Consumer
Centres Network:
•
offers consumer advice free
of charge
•
assists with complaints
•
contacts traders
•
is based in all 27 EU member
states, Norway and Iceland
“
I bought a DVD player for a friend, from a Danish website.
Since it didn’t work, I sent it back. The trader refused to give me
my money back, but thanks to the European Consumer Centres
Network's intervention, I was eventually reimbursed in full.”
30,000
complaints received
per year
57%
of complaints related
to e-commerce
over 50%
of complaints resolved amicably
christmas is approaching,
and with that
comes the stress of finding the perfect gift.
Buying goods from abroad increases your
choice and allows you to find better deals, all
from the comfort of your own sofa. But what
should you do if your parcel never arrives?
What if the contents are broken, or you get
sent the wrong item altogether?
Don't worry – European legislation on
online shopping dictates that you should
be reimbursed in such instances, simply by
contacting the trader. Even if, in the end, you
do not like the product, you can still send it
back and get your money back, provided you
do so within a given timeframe.
If you have difficulties because the trader is
located in a different EU country, Norway
or Iceland, get in touch with the European
Consumer Centres Network (ECC-Net for
“
I purchased a toy for my nephew from a Spanish website. When
it arrived, I discovered that he had it already, so I immediately
sent it back. While, at first, the trader did not want to reimburse
me, thanks to my European Consumer Centre they did.”
short), who can offer you help and advice
in sorting things out. When a complaint is
received, the European Consumer Centres
Network offices in each country concerned
work together to promote amicable solutions
between customers and traders. Last year,
over half of all complaints were resolved in a
friendly manner.
And, since the programme is financed
by the European Commission and national
governments, all of these services are
completely free of charge.
ec.europa.eu/ecc-net
A M E S S A G E F R O M T H E E U R O P E A N C O N S U M E R C E N T R E S
