The EU consumer protection rules apply if you buy products or services online in the EU.
The consumer protection rules include:
- key information before you accept the purchase
- no unwarranted fees for payment by payment card
- delivery by the agreed deadline
- right to return unwanted products
- payment only for products and services expressly accepted
- easy access to help in connection with complaints (the European Consumer Centres Network)
Your right to information before you purchase
The seller must give you correct and easily understandable key information about the product/service before you make a purchase in the EU.
If you buy from an online seller, you are entitled to the following information:
- key properties of the product or service
- name and physical address of the retailer
- email address and/or telephone number
- total price (including delivery costs and taxes)
- payment and delivery procedures
- cancellation right
- legal warranty
- availability of post-sales services
- duration of the agreement (for subscriptions)
- where and when you can complain (settlement of disputes)
- trade register number (in Denmark this is the CVR number)
The terms & conditions of the agreement must be written in a clear, easily understandable language and may not contain any unreasonable provisions. Terms & conditions that are unreasonable according to EU legislation are not binding on consumers.
Further information: Taxation of cross-border shopping
Your rights outside the EU
The EU rules on consumer rights usually also apply to purchases from online stores outside the EU selling to consumers in the EU. However, you should be aware that it may be difficult to enforce your rights in relation to retailers located outside the EU.
So you should always check where the seller is registered. A web address ending in “.eu”, “.dk” or “.co.uk” etc. is NOT a guarantee that the seller is established – and registered – in the EU. You can find information about the seller via Google or Whois.
You must also pay...
- indirect taxes when you buy products from a non-EU member state if the purchase exceeds a certain amount.
- Danish VAT if your purchase exceeds 80 DKK.
- read more about the rules at the website of the Danish tax authorities,
If the seller violates the consumer protection rules
If you believe that the seller has not acted in accordance with the EU rules on consumer protection, you should initially contact the seller/service provider.
Point out that they have violated European and national law and ask them to resolve the issue.
If you cannot solve the problem with the seller, you can complain to European Consumer Centre Denmark.