Not all websites are what they seem to be. For example, a website may seem to be Danish without being so. Even if the website is in Danish and has a .dk domain name, it could be a fake website located in e.g. China. This means that you are not comprised by the EU rules on consumer protection if you shop via that website.
Check the seller’s background
Always check the background of an unknown seller before making a purchase. The seller must provide various details on the website, which you should check before shopping.
The information you need should be available at the seller’s website. If the information is not available at the seller’s website, the seller may have something to hide and you should consider finding another seller.
Further information: Delayed and damaged goods
Advice before making a purchase
- Check the identity, contact details and address of the seller
- Is there any information about the most important properties of the product or service?
- Find information about the seller via Google or Whois
- Check the price and any additional costs
- Check the seller’s sales and delivery terms & conditions and possibly the duration of the agreement
- Do you have a cancellation right and what are the conditions?
- Can you pay by payment card, e.g. Visa/Dankort?
When you have concluded the agreement with the seller, you must receive confirmation by email.
If the seller does not inform you of...
- the full price of the product, you need not pay any additional costs
- your cancellation right, the 14-day cooling-off period will not start until the seller gives you this information
- your cancellation right, you will be able to cancel the purchase for up to 12 months and 14 days from the day you received the product
- your obligation to pay for returning the product if you cancel the purchase, you need not pay for the return transport
Products exempted from the duty to provide information
A number of products are exempted from the duty to provide information. These include:
- Delivery of food and household articles for everyday consumption
- Construction of buildings
- Timeshare agreements
- Games involving money
- Purchase of package tours
Getting your money back
If the seller does not deliver the product you have bought, you are, as a main rule, entitled to get your money back.
If you have paid by payment or credit card, you may be able to get the money back via your bank or credit card company.
Further information: Making secure payments online
Getting help in connection with a complaint
If you have problems with a purchase via a website and you cannot find a solution with the seller, you can complain to European Consumer Centre Denmark.