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Under EU rules, a trader must repair, replace, lower the price or return the money to you if the item you bought turns out to be defective or does not look or work as advertised.
If you purchased a product or service online or off-store (by phone, mail, from a dealer), you are also entitled to cancel and return your order within 14 days for any reason and without justification.
If you are not sure what situation concerns you, you can also try our instrument of consumer protection to help you to understand the rights when shopping in the EU (in this case, 28 EU Member States of Iceland, Liechtenstein and Norway).
EU directives impose requirements on retailers but also require specific content to be included in the Return and Redress Policy so consumers are informed.
The newest legal requirement - the Consumer Rights Directive - is particularly strict when it comes to consumer protection.
The newest directive, the Consumer Rights Directive, was adopted on 14 June 2014. It has created new responsibilities for retailers and strengthened ongoing consumer protections.
These provisions apply to all cross-border transactions in the EU and member states also apply them to their domestic transactions.
The directive added the following details to protect consumers:
Remove hidden costs that often occur online
A requirement that retailers disclose the total cost of a product or service,
Ban pre-ticked boxes on websites,
The right to refuse was extended from 7 days to 14 days. If the seller does not inform consumers of this right, the withdrawal period shall be extended to one year,
Right to a full refund of the purchase price after cancellation if the consumer cancels the purchase within 14 days, and
Ban on additional expenses for credit payments and charges attached to the hotline.
The purpose of the Consumer Rights Directive is to create complete transparency between retailers and consumers.
Having a return and refund policy is not only required, but is also the best way to make sure you are telling your customers honestly about your practices, and that you are following this directive.
The Consumer Rights Directive prompted many international companies to change their return and refund policies.