Store Purchase

What are my consumer rights when buying from a store in another EU country?

If you are an EU citizen or resident and you buy goods from a store in another EU country, Norway, or Iceland, you are protected by EU consumer rights legislation. These rules ensure you have clear information on a number of aspects: the product or service you purchase, its price, shipping and delivery costs, and your rights in case things go wrong. On this page, you can find all essential information regarding your EU consumer rights when shopping abroad.

European Consumer Rights Legislation

The European Single Market gives consumers access to a wide range of products and services at competitive prices. European consumer rights legislation e.g. EU Directive 2011/83 ensures consumers who are citizens or residents in the EU, and buy goods and services across Europe, are protected.

Guarantee/Warranty

Did you receive a faulty product or service? 

Here’s what you need to know.

Find out your rights

Cooling-Off Period

Want to withdraw from a purchase agreement? 

Here’s what you need to know.

Find out your rights

Purchase from a store

    When you shop in a store, you are protected under consumer law. Our information can help you exercise your consumer rights if you have a problem with the seller. Read on to learn more.  

  • The European Single Market gives consumers access to a wide range of products and services at competitive prices. European consumer rights legislation ensures consumers who are citizens or residents in the EU, and buy goods and services across Europe, are protected.

    #european-consumer-rights

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  • If you buy consumer goods in the EU, Norway or Iceland, they have to meet certain requirements. According to EU legislation, they should be:

    • As described by the seller

      The product must be as described by the seller and possess the qualities of the product the seller has held out to you as a sample or model. The seller cannot provide you with misleading information.

       
    • Fit for purpose

      The product must be fit for the purpose for which goods of the same type are normally used. It should also be fit for any particular purpose for which the consumer requires them and that was shared with and accepted by the seller when the contract was concluded.

       
    • Of merchantable quality

      The product’s quality and performance should meet reasonable expectations.

    A seller should always act in good faith, never make misleading statements or claims about their product, and never exercise undue influence that would entice a consumer to make a purchase.

    #requirements-consumer-goods

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  • Consumers in the EU have equal rights when it comes to accessing a trader’s goods or services. They should be able to do so under the same terms, irrespective of their location.

    Discrimination, also known as geo-blocking, occurs when a seller or provider restricts cross-border sales based on a consumer’s nationality or place of residence. You can read more about geo-blocking here. 

    #geo-blocking

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  • Any company that advertises products or services, sells products, or supplies services in the EU must provide consumers with information accurate and detailed enough to allow them to make an informed choice. This includes information about:

    • The seller’s identity, address, and contact details
    • Characteristics of all products offered for sale
    • The itemised price or inclusive price displaying all taxes and charges
    • Payment terms and methods
    • Delivery conditions
    • How to withdraw from a sales contract or cancel an order

    #information-requirements

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  • Terms in consumer contracts must be fair and written in plain and clear language. Any unclear points or unfair terms are not legally binding. Consumer rights set in EU law protect all residents of the European Union against:

    Unfair commercial practices

    Unfair pricing

    Unfair contract terms

     

    EU countries must also ensure consumers, buyers of services, and service recipients receive complete, transparent information on services before buying them. Additionally, consumers should be made aware of their consumer rights when making purchases in other EU member states.

    #fair-terms

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Where can I get assistance and advice?

The European Consumer Centres Network provides free legal advice and support on cross-border purchasing issues. It can also help consumers deal with disputes relating to travelling in the EU, Norway, and Iceland. If you have tried to resolve a dispute with a business to no avail, click here to contact your local ECC and submit an enquiry.

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