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MY SHOPPING. MY LIFE.

Return items bought online within 14 days, and other rights as a consumer

WRONG SIZE?

WRONG SIZE?

Too ambitious with the size of that pair of jeans I bought online? My rights as an EU consumer mean I can return any product I bought online, by phone or by mail order within 14 days. As long as the product is in perfect condition and can be resold, I’ll receive a full refund or an exchange. No arguments, no questions asked, and no explanations needed. So send the jeans back and find the pair that fits perfectly.

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TOO GOOD TO BE TRUE

Spotted a great offer for a new bike but worried that there’s a catch? Companies that work within any EU country are banned from misrepresenting their products or services in misleading adverts. So if what I receive isn’t what I was expecting, then I can use my rights to either get what was promised, or my money back.

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TOO GOOD TO BE TRUE
CHECK THE SMALL PRINT

CHECK THE SMALL PRINT

Signing the papers for a loan or credit card agreement can be a daunting experience, especially with the thought that somewhere in the huge document there may be a clause that costs me half my income. Well, not in the EU. All contracts must be clear, understandable, and with no unfair conditions or requirements. So if I find a nasty surprise when reading it, I’m entitled to make sure that all the terms are reasonable and sound before I sign.

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DAMAGED GOODS

There’s a sight we all dread; the blinking red light that tells me my new washing machine has broken down. All goods purchased in the EU include a guarantee of minimum 2 years so if a product I’ve bought isn’t working as it should, I can get it repaired or replaced for free. So forget the laundrette, my washing machine should be back up and running in no time.

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DAMAGED GOODS
KEEPING TIME

KEEPING TIME

No one wants to give their friend the birthday blues, but sometimes ordering their gift online can mean that the big day comes and goes with no sign of their present in the post. They may be empty-handed, but all is not lost. EU law means that if I don’t receive the goods within 30 days of purchase then I can notify the trader and give them an extra week to deliver. If I’m still item-less after the extension, I can cancel my order and demand a full refund. Of course, if my order was for a specific event – like a birthday – then I don’t need to offer the extra week and I can cancel my order after the 30-day period.

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ON YOUR SIDE

Trouble with a trader in another EU country? Perhaps my new bag is a counterfeit or my sunglasses were scratched when they arrived? The EU offers free advice and support via the European Consumer Centres in each country. If I can’t reach a solution with the trader, I can ask for help via the Online Dispute Resolution platform. Through this system, I can get a fair outcome to my dispute, either for free or for a small fee. It also means that traders can avoid costly litigation procedures, building and improving their customer relations.

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ON YOUR SIDE

How it works

As an EU consumer I’m entitled to be treated fairly – from getting my items fixed or replaced should they break within two years, to the ability to change my mind about my online purchase within 14 days or sign a clear, understandable contract for a new service. EU rules aim to make shopping – whether online, by phone, mail order or on the high street – clear, simple and fair.

Did you know

71%

The percentage of internet users aged between 16 and 24 who shop online.

18%

The increase in the number of online purchases by internet users between 2007 and 2017.

32000

The number of cross-border complaints received by European Consumer Centres in 2013, 66% of which were related to goods purchased on the internet.

Fee free

Shops and traders in the EU are not allowed to apply any surcharges to my purchases for using my credit or debit card.

Solving the squabble

Not seeing eye-to-eye with an online merchant? For free advice and support, I can turn to my European Consumer Centre. Read more

The Living Hostel, directed by Matthias Hoene

Although her youth is long behind her, Gisela still longs to experience the sights of Europe. Her grandchildren decide to raise enough money to send her on her dream adventure, but their plan has unexpected results...

behind the scenes - The Living Hostel, directed by Matthias Hoene
behind the scenes
trailer - The Living Hostel, directed by Matthias Hoene
trailer
poster - The Living Hostel, directed by Matthias Hoene
poster

Oona, directed by Zaida Bergroth

After becoming lost and stranded in a menacing forest, a young girl must rely on the assistance of an unlikely friend to find her way home.

behind the scenes - Oona, directed by Zaida Bergroth
behind the scenes
trailer - Oona, directed by Zaida Bergroth
trailer
poster - Oona, directed by Zaida Bergroth
poster

Party Animal, directed by Yorgos Zois

Alex is an energetic twenty five year-old who will do anything he can to keep dancing. Trapped in a restrictive job, he's suddenly hit by a spark of inspiration.

behind the scenes - Party Animal, directed by Yorgos Zois
behind the scenes
trailer - Party Animal, directed by Yorgos Zois
trailer
poster - Party Animal, directed by Yorgos Zois
poster

The Loner, directed by Tomasz Konecki

A man of the wilderness, Jan lives alone in a cabin in the Polish mountains. But when destiny interrupts his solitary lifestyle, he must devise a plan in order to follow his heart.

behind the scenes - The Loner, directed by Tomasz Konecki
behind the scenes
trailer - The Loner, directed by Tomasz Konecki
trailer
poster - The Loner, directed by Tomasz Konecki
poster

Debut, directed by Dalibor Matanić

A young Croatian farmer dreams of becoming a professional football star. But before pursuing his ambition on the pitch, he must first face the truth about who he really is.

behind the scenes - Debut, directed by Dalibor Matanić
behind the scenes
trailer - Debut, directed by Dalibor Matanić
trailer
poster - Debut, directed by Dalibor Matanić
poster
The Living Hostel, directed by Matthias Hoene
The Living Hostel, directed by Matthias Hoene
Oona, directed by Zaida Bergroth
Oona, directed by Zaida Bergroth
Party Animal, directed by Yorgos Zois
Party Animal, directed by Yorgos Zois
The Loner, directed by Tomasz Konecki
The Loner, directed by Tomasz Konecki
Debut, directed by Dalibor Matanić
Debut, directed by Dalibor Matanić

How does the EU help you do what you love?

Ever dream of starting a business, studying abroad, or volunteering to help communities in need? And did you know the EU can support you in achieving all of these things? Discover everything the EU gives you to unlock your potential.

Choose a different passion