Online shoppers to be better protected

Consumers are going to have their rights strengthened, especially when making purchases at a distance - such as online - or away from the sellers' business premises. A new Consumer Rights Directive, formally approved by the Council on 10 October, will ensure clear rules that will be the same across the European Union.

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Under the new provisions, Internet buyers will have a 14-day withdrawal period, during which they can change their minds for whatever reason, return the goods and get their money back. To do this, they can use a standard withdrawal form provided by the seller. 

Exceptions to this withdrawal right include, for example, car rental and tailor-made items.

As a general rule, goods ordered at a distance must be delivered to the buyer within 30 days, otherwise the buyer may cancel the purchase.

Some traders charge consumers more for using a particular payment method. The directive will prohibit them from charging fees that exceed the cost borne by the traders themselves.

The new rules will also ban hidden charges. They will bring an end to pre-ticked boxes offering additional services, such as travel insurance, when buying a plane ticket. Traders who operate telephone hotlines allowing the consumer to contact them in relation to the contract will not be able to charge more than the basic telephone rate for telephone calls.

In addition to online shopping and other kinds of distance sales, the directive covers off-premises purchases, including doorstep and home party sales. It also includes information requirements for on-premises contracts.

Agreement on the rules had already been reached between the Council and the European Parliament on 23 June 2011.

Member states will have two years to implement them.

More information:
Directive on consumer rights (full text) (pdf)
Council press flash (pdf)
Commission press release
European Parliament webpages on the new rules