Navigation path

Podziel się 
	Udostępnij na Facebook
  
	Twitter
  
	Udostępnij na google+
  
	Udostępnij na linkedIn
  
    
      E-mail
Bruk normal skriftstørrelseØk skriftstørrelsen med 200 prosentBokmerk denne sidenBytt til en versjon med høy kontrast

Fjernsalg

Oppdatert: 06/2014

Concerns only selling to final consumers, not to other businesses.
Distance selling — by mail, phone or internet — offers many advantages, but it also entails certain obligations under EU rules (Directive 2011/83) .

Which transactions are subject to these EU rules?

Sales contracts to consumers, concluded by organised distance selling, i.e. when you don't see your customer face-to-face, such as by:

  • internet
  • phone (with or without human interaction)
  • email
  • fax
  • standard letter,

Transactions not covered by these EU rules

  • social & healthcare services
  • gambling
  • financial, insurance & investment products
  • real estate and rental accommodation (residential)
  • passenger transport (apart from some specific cases covered by Directive 2011/83)
  • contracts established by certain public officials, such as notaries
  • food & drink supplied by regular delivery to a customer's home or workplace
  • products sold in vending machines

What are your obligations?

  • Giving advance information to customers before concluding the contract
  • Sending customers written confirmation of the contract
  • Allowing customers to withdraw from the contract
  • Delivering your product/service and (if you are contracted to do so) providing after-sales services;
  • Specific obligations (pre-ticked boxes, credit card charges, premium-rate phonelines).

Advance information for customers

Before concluding the contract with your customer, you should provide the following information, in clear and understandable terms:

  • main characteristics of the product/service
  • your identity, physical and email addresses and telephone number (if available)
  • price of product/service - inclusive of all additional charges - taxes, delivery costs, etc.)
  • arrangements for payment, delivery or performance, complaint handling
  • charges to the customer to communicate with you when concluding the contract, if they are above the basic rate (e.g. premium rate call charges for contracts to be concluded over the telephone)
  • conditions for the customer's right to withdraw, including:
    • time limits and procedures
    • the customer's obligation to pay for returning goods (and, for bulky goods, the cost of returning them, or at least an estimate (based on the delivery cost)
    • the customer's obligation to pay for any services (or public utilities) supplied already during the withdrawal period (if they had asked for the services to be supplied immediately after concluding the contract and then decided to withdraw from the contract).

You can find sample texts showing you how to give information on withdrawal conditions in Annex I of Directive 2011/83 .

  • any exceptions from the right of withdrawal (e.g. perishable goods) or acts that forfeit the right (e.g. unsealing a sealed DVD or CD)
  • a reminder of the existence of a conformity guarantee for goods
  • conditions for any after-sales service or commercial guarantees
  • how to access any code of conduct that applies
  • the duration of the contract and the conditions for terminating it, including any minimum duration of the customer's obligations
  • conditions for any deposits or financial guarantees to be paid
  • information on available out-of-court schemes for resolving disputes
  • If you sell through a website, you must also state - at the latest at the beginning of the ordering process - information:
  • whether delivery restrictions apply
  • which means of payment are accepted.

How should you provide this information?

Online sales

You must clearly and prominently indicate the main characteristics of the product total, price, duration and the conditions for terminating the contract and any minimum duration of contract - directly before the customer places their order.

Customers must  also be given the opportunity to acknowledge that placing the order obliges them to pay - e.g. your order confirmation button must be labelled with words to the effect 'Order & pay'.

Sales by text message (and similar)

If the selling channel makes it technically difficult to give all this information - e.g. contracts concluded by mobile phone text message - you can give a limited amount of information (product's main features, your identity, total price, right of withdrawal, duration and the conditions for terminating the contract), and link to another source (e.g. a website) for the complete information list.

Telephone sales 

You must always disclose your identity at the beginning of the call and clearly state its commercial purpose.

Confirming the contract in writing

If you have not already provided the required information in writing on a durable medium (e.g. letter or e-mail) before concluding the contract, you must include this when confirming the contract.

The confirmation must be on a durable medium (letter, email, etc.), but you may also send the confirmation to a personal account that your customer has exclusive access to on your website

You must confirm the contract as soon as possible - at the latest on delivery of the goods of before the service begins.

When can your customer withdraw from the contract?

If you have given all the necessary information about the right to withdraw, your customer has 14 days to withdraw from the contract - without any penalty and without having to give any reason:  

  • for goods – this means 14 days after delivery.
  • for services – this means 14 days after the contract was concluded.

In all cases the period is extended to the next working day if it ends on a weekend or public holiday.

If you failed to provide all the necessary information, the customer has 1 additional year to withdraw from the contract. If at some point during this 1 year period you do provide this information, the withdrawal period starts at that time.

If your customer withdraws from the contract…

You must reimburse the money received from them (or cancel their payment) within 14 days of being notified they are withdrawing.

You may withhold this reimbursement until you have received the goods back from the customer, or at least received evidence they have actually sent them.

Who pays what?

Customer - the cost of returning the goods (unless you failed to inform them of this in advance — in which case you will be liable for these costs).

Your business - you have to reimburse the original delivery costs - (but not any extra costs if the customer had chosen any more expensive (e.g. express) delivery option rather than standard delivery.

Customer's obligations

Before withdrawing, the customer can only examine the goods in a similar manner as if in a shop, allowing them to confirm the product is what they ordered and wanted

If the customer has actually used the goods before sending them back, you can claim compensation for the diminished value resulting from the use.

Withdrawing from services

If, at the customer's request, you have started performing the service ordered — e.g. installing an alarm system — before the expiry of the withdrawal period, and the customer then decides to withdraw, they must pay you for the services you provided up to that point.

When can a customer not withdraw?

The main exceptions to the rules on withdrawal are if the contract was for:

  • a service you have already performed in full (with your customer's agreement) before the customer decides to withdraw
  • perishable goods (e.g. certain foodstuffs)
  • sealed goods that cannot be returned for hygiene reasons after being opened
  • tailor-made products developed according to the customer's specifications or clearly personalised
  • sealed media (audio recordings, video recordings or software) that the customer has removed from the packaging
  • newspapers or magazines (but withdrawal from subscriptions is possible);
  • holiday accommodation, car rental, catering or leisure services if you have committed to performing these services on a specific date or within a specific period).

Delivering the goods

Unless agreed otherwise in the contract, you must deliver the goods without undue delay no later than 30 days after the contract is concluded.

If you are unable to deliver within 30 days or the time agreed, the customer can request that you deliver within an additional period of time.

If you fail to deliver within this additional period, the customer may terminate the contract and ask to be reimbursed.

Exception

In cases where the specified delivery date is essential (e.g. a wedding dress), the customer can terminate the contract immediately.

You bear the risk of any damages to the goods during delivery, unless it was the customer who arranged the delivery and commissioned the carrier. You are always responsible for what happens to goods when they are being transported by a carrier you offered.

Digital content

If you sell digital content such as music, video or software online, you must also inform customers about:

  • interoperability of the content with relevant hardware and software
  • functionality of the content - such as any geographical restrictions on use and whether private copies are allowed.

Once the customer starts accessing the content — by downloading, streaming or otherwise — they can no longer withdraw from their contract with you.

However you must first give them the opportunity to explicitly agree to this and acknowledge that they lose their right to withdraw as soon as they start downloading, etc.

And you must include a confirmation of this agreement and acknowledgement in the contract confirmation you send them.

Specific obligations

Pre-ticked boxes

It is illegal to infer the customer's agreement by using 'pre-ticked' boxes during the purchase process. Customers must always be given the possibility to agree explicitly to any additional payments, such as travel insurance when booking a flight.

Fees for payment

If you wish to charge the customer for using a specific means of payment — e.g. a credit card — the fee cannot be higher than what it actually costs you to process the payment. In some countries such fees may actually be banned altogether.

After-sales communication by telephone

If you provide a telephone hotline for customer queries/complaints about contracts, you must make sure the calls are charged at the basic rate for regular calls.

You cannot use premium-rate telephone lines for this purpose.

 

Hjelp og veiledning

Hjelp og veiledning

Ditt produktkontaktpunktEnglish kan informere deg om nasjonal produktlovgivning og hjelpe deg å nå et annet nasjonalt marked i EU.

Hvert EU-land har enkeltkontaktpunktбългарскиčeštinadanskDeutschελληνικάEnglishespañoleestisuomifrançaismagyaritalianolietuviųlatviešuMaltiNederlandspolskiportuguêsromânăslovenčinaslovenščinasvenska på Internett som kan hjelpe deg med hvert trinn i prosessen med å etablere din tjenestevirksomhet i utlandet.

Kommersiell tvist med en leverandør eller kunde fra et annet EU-land? For krav på inntil 2000 euro kan du bruke European Small Claims ProcedureEnglish (EU-prosedyre for småkrav) for å kreve inn pengene dine uten problemer.

(Your Europe Advice) (din Europa-veiledning) български čeština dansk Deutsch ελληνικά English español eesti suomi français magyar italiano lietuvių latviešu Malti Nederlands polski português română slovenčina slovenščina svenska er en kilde til ekspertråd angående alle problemstillinger du måtte ha i et annet EU-land som involverer EU-lovgivning.

Solvit kan hjelpe deg å løse en tvist med et offisielt organ i et medlemsland vederlagsfritt og uten at du må gå til retten.
Send inn klagen din på Internett, eller besøk et Solvit-senter i ditt land.

Send e-post til en næringsorganisasjon nær deg

EU driver et nettverkDeutschEnglishespañolfrançaisitalianopolski (Enterprise Europe Network) med lokale næringsorganisasjoner i de fleste europeiske landeneEnglish som kan være i stand til å hjelpe deg.

Velg ditt land og by og skriv forespørselen nedenfor.

Land

Belgia

Antwerpen

Arlon

Brugge

Brussels

Charleroi

Gent

Hasselt

Leuven

Libramont

Liège

Mons

Namur

Nivelles

Bulgaria

Dobrich

Plovidiv

Ruse

Sandanski

Sofia

Sofia

Stara Zagora

Vratsa

Yambol

Danmark

Aalborg

Copenhagen

Herning

Kolding

Viborg

Estland

Tallinn

Finland

Helsinki

Oulu

Tampere

Turku

Vantaa

Frankrike

Amiens

Annecy

Aulnat

Besançon

Bordeaux

Bourg en Bresse

Caen

Cayenne

Chalons-en-Champagne

Chambéry

Dijon

Fort-de-France

Grenoble

Lille

Limoges

Lyon

Marseille

Marseille

Marseille

Montpellier

Montpellier

Nancy

Nantes

Orléans

Paris

Pointe-à-Pitre

Poitiers

Privas

Rennes

Rouen

Saint-Denis

Saint-Etienne

Strasbourg

Toulouse

Valence

Hellas

Athens

Heraklion

Ioannina

Kavala

Kozani

Thessaloniki

Tripolis

Volos

Irland

Dublin

Italia

Abruzzo

Aosta

Apulia

Apulia

Ascoli Piceno

Basilicata

Bologna

Bologna

Cagliari

Calabria

Calabria

Campania

Catania

Catania

Florence

Genova

Gorizia

Milano

Milano

Milano

Molise

Naples

Naples

Palermo

Palermo

Perugia

Pesaro

Pordenone

Ravenna

Rome

Rovereto

Sassari

Sicily

Terni

Torino

Torino

Torino

Trieste

Trieste

Udine

Venezia

Venezia

Venezia

Kroatia

Osijek

Rijeka

Split

Varazdin

Zagreb

Kypros

Nicosia

Latvia

Riga

Litauen

Kaunas

Klaipėda

Vilnius

Luxembourg

Luxembourg

Malta

Pieta`

Nederland

Den Haag

Nieuwegein

Norge

Ås

Oslo

Stavanger

Tromsø

Polen

Bialystok

Gdańsk

Kalisz

Katowice

Kielce

Konin

Kraków

Lublin

Lublin

Olsztyn

Opole

Poznań

Rzeszów

Szczawno-Zdrój

Szczecin

Szczecin

Toruń

Warsaw

Warsaw

Wroclaw

Zielona Góra

Łódź

Portugal

Aveiro

Braga

Coimbra

Évora

Faro

Funchal

Lisboa

Ponta Delgada

Porto

Romania

Arad

Bacau

Bucuresti

Cluj-Napoca

Constanta

Craiova

Galati

Iasi

Ramnicu Valcea

Timișoara

Slovakia

Bratislava

Prešov

Slovenia

Koper

Ljubljana

Maribor

Spania

Albacete

Alicante

Badajoz

Barcelona

Bilbao

Bilbao

Ciudad Real

Donostia- San Sebastian

Ferrol

Las Palmas de Gran Canaria

Llanera

Logroño

Madrid

Murcia

Oviedo

Palma

Pamplona

Paterna (Valencia)

Santa Cruz de Tenerife

Santander

Santiago de Compostela

Sevilla

Toledo

Valencia

Valladolid

Vitoria- Gazteiz

Zaragoza

Storbritannia

Belfast

Bristol

Cambridge

Cardiff

Coventry

Inverness

London

Manchester

Newcastle

Yorkshire and Humber

Sverige

Borlänge

Göteborg

Jönköping

Kramfors

Luleå

Malmö

Örebro

Östersund

Stockholm

Umeå

Västerås

Växjö

Tsjekkia

Brno

Liberec

Ostrava

Ostrava

Pardubice

Plzen

Praha

Usti nad Labem

Tyskland

Berlin

Bremen

Bremenhaven

Chemnitz

Dresden

Düsseldorf

Erfurt

Frankfurt/Oder

Freiburg

Hamburg

Hannover

Kaiserslautern

Kiel

Konstanz

Leipzig

Magdeburg

Mannheim

Mülheim an der Ruhr

München

Osnabrück

Potsdam

Reutlingen

Rostock

Saabrücken

Stuttgart

Trier

Ulm

Villingen-Schwenningen

Wiesbaden

Ungarn

Budapest

Debrecen

Győr

Nyíregyháza

Pécs

Szeged

Székesfehérvár

Zalaegerszeg

Østerrike

Feldkirch

Graz

Innsbruck

Klagenfurt

Linz

Salzburg

Wien

Skriv inn meldingen her

* obligatorisk felt (du må legge inn data her)