A European norm, effective from July, strengthens the consumer rights for customers who purchase products online and clarifies the responsibilities of online retail outlets.
Firstly, if a consumer is dissatisfied with a product bought online he/she may return it within 14 days and pay only the postage costs. This exclusively affects products which cost more than 60 euros.
Online retail outlets also assume obligations under the new norm in that they are required to inform the client of the characteristics of the product, the cost of delivery and any additional costs. If the seller fails to give this information prior to sale the client is not obliged to pay for the product.
The new law also prohibits tick boxes which automatically add additional costs in order that customers do not pay additional costs involuntarily.
If the seller does not specify the conditions for returning a product the customer is not required to pay the costs and the time period for returning the product is extended to a year.
Neither is the customer obliged to give a reason for returning a product and may not be penalized by the seller. Sellers are also required to deliver products within a period of 30 days and are obliged to provide a “final price.” If a retail outlet fails to give clear information about the costs of returning a product they will be required to assume the costs.
This new norm applies to all sales on the Internet with the exception of digital downloads: music, films or software, where the sale is considered as closed from the moment the legal download begins.
