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Emergency

Online purchase within the EU: your rights

Anyone who orders online from a retailer in another EU country is well protected as a consumer. The EU has uniform minimum standards for withdrawal and warranty. In case of problems, special bodies help, including across borders.

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Your chances of getting your money back

For consumer purchases within the EU, uniform minimum standards apply: a 14-day right of withdrawal in distance selling and warranty rights for defective goods. In consumer contracts, the law of your own country of residence can often offer protection.
In cross-border disputes, the network of European Consumer Centres provides support. For many online disputes there are also out-of-court dispute resolution options.

What you should do now

  1. 1

    1. Check the rights

    Clarify the right of withdrawal, delivery time and warranty of the purchase.

  2. 2

    2. Contact the retailer

    Assert defects or the withdrawal in writing to the retailer.

  3. 3

    3. Secure evidence

    Keep the order, correspondence and receipts.

  4. 4

    4. Use help

    In case of problems, turn to the European Consumer Centre.

How to spot the scam

  • The provider is clearly based outside the EU without clear protection.
  • Important receipts and the correspondence are missing.
  • Defects or the withdrawal are not asserted in time.

Frequently asked questions

Do I have the same rights with EU retailers?

Within the EU, uniform minimum standards apply for consumers: a 14-day right of withdrawal in distance selling and warranty rights for defects. So you are well protected even when buying in another EU country, similar to at home.

Which law applies in a dispute?

In consumer contracts, the protection of the law of your country of residence can often take effect, even if the retailer is based abroad. The exact classification depends on the individual case. What matters is that a high level of protection applies within the EU.

Who helps with cross-border problems?

The network of European Consumer Centres supports with disputes involving retailers from other EU countries. For many online purchases there are also out-of-court dispute resolution bodies. Collect your documents and describe the case there.

Take action now

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General information for self-help, not legal advice (RDG). In case of a high loss or uncertainty: contact a consumer advice center or a lawyer.