Your rights when shopping online in the EU

If you buy from a business in the EU, the same basic rules protect you in every member state. They come mainly from the Consumer Rights Directive (2011/83/EU) and the Sale of Goods Directive (2019/771/EU). Each country writes them into its own law and some go further, so the details can differ a little. These rules apply when you buy from a business, not from a private seller.

14 days to change your mind

For most online purchases you can withdraw from the contract within 14 days without giving a reason. For goods, the 14 days start on the day you receive them. For services, they start on the day you agree the contract.

• Tell the shop clearly that you are withdrawing, for example by e-mail. The shop has to give you a model withdrawal form, but you don't have to use it.
• Send the goods back within 14 days after you told the shop.
• The shop must refund you within 14 days of hearing that you withdraw, including the standard delivery cost you paid. It may wait until it has the goods back or you show proof that you sent them.
• You pay for the return shipping only if the shop told you so before you bought.
• If the shop never told you about your right of withdrawal, the period is extended by up to 12 months.

Some purchases are excluded, such as made-to-measure or personalised items, perishable food, sealed hygiene products that you have unsealed, sealed audio, video or software that you have unsealed, and digital content you started downloading after agreeing that you lose the right.

The full price before you pay

The shop must show the total price, including taxes and delivery costs, before you place the order. The order button must make clear that you are committing to pay, for example "Order with obligation to pay" or "Buy now". Costs you were not told about beforehand do not have to be paid.

Delivery

If no delivery date was agreed, the shop must deliver within 30 days. If it does not, you can give it a reasonable extra period. If the goods still don't arrive, you can end the contract and get your money back. Until you receive the goods, the risk of loss or damage is the shop's.

At least two years of legal guarantee

Goods must match what was promised and be fit for normal use. If a fault shows up within two years of delivery, the seller has to repair or replace the item. If that is not possible or takes too long, you can get a price reduction or your money back. Some countries give longer protection. This legal guarantee is separate from any extra warranty the shop or manufacturer offers, and the shop cannot take it away.

Your personal data

Under the GDPR the shop must tell you what personal data it collects, why and how long it keeps it. You can ask to see your data, correct it or have it deleted. A shop without a privacy policy is a warning sign.

When a shop won't help

1. Put your complaint in writing to the shop and keep copies of the order, the payment and your messages.
2. Look for an alternative dispute resolution body in the shop's country. Many sectors have one, and the shop often names it in its terms.
3. If the shop is in another EU country, the European Consumer Centre in your own country can help for free.
4. If you paid by card, ask your bank whether you can dispute the payment. This depends on your bank and card scheme, not on EU law, so ask quickly.

Check before you buy

Rights help less if the shop behind the website is hard to find. Before you pay a shop you don't know, check who runs it. CheckShop looks up the shop's VAT number in the EU VIES register, checks whether Google reports malware or phishing on the site, and checks whether it has return, terms, privacy and contact pages. It is free and every shop is checked again each week.