Shopping online


Sellers who are practising “dropshipping”, i.e. the online sale of products they have no stock of, which will be sent directly by the manufacturer to the consumer

Online platform

A single website which gives you access to hundreds or even thousands of products and services offered by sellers across the globe. Using search engines you can personalise searches and easily compare prices. To put it a nutshell, find a tailor made offer.  Usually the company operating the online platform does not sell products or services as such. It gives third parties (professional or private sellers) the opportunity to offer their products and/or services for sale via its online platform, enabling them to use the logistics of the platform (layout, order procedure, payment system etc.) to enter into contracts with consumers.

I withdrew from the contract without giving any reason, but the e-shop did not reimburse the whole amount paid. Can they do that?

You should only be liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics and functioning of the goods. Your should only handle and inspect them in the same manner as he would be allowed to do in a shop. In principle, you should be able to open the packaging to access the goods if similar goods are normally displayed in shops in unpacked condition.When returning the goods, you should take reasonable care, for example, by choosing an established transport or postal service provider, to ensure that the goods reach the trader and are not damaged in transit.

Does the e-shop reimburse costs paid by me for delivery of goods from the merchant to me when I want to withdraw from the contract in the cooling-off period?

Trader has to refund you for the product within 14 days of the withdrawal. This includes the costs of delivery.

Do I have to return the product to the seller? Who pays the shipping costs?

Unless the trader has offered to collect the goods himself, you should send back the goods or hand them over to the trader or to a person authorised by the trader to receive the goods, You should do it not later than 14 days from the day on which you has communicated your decision to withdraw from the contract to the trader.  If trader want you to bear the cost of returning goods after you change your mind, he has to clearly inform you about tha tbeforehand, otherwise trader has to pay for the return himself.

Are there any exceptions to the Cooling-off Rule?

There are exceptions including package travel, timeshare contracts, goods made to the consumer’s specifications or clearly personalised ( T-shirts with a personalised print) and goods with specific characteristics (Cosmetic products such as lipsticks). The granting of a right of withdrawal to the consumer could be inappropriate in the case of certain services where the conclusion of the contract implies the setting aside of capacity which, if a right of withdrawal were exercised, the trader may find difficult to fill. This would for example be the case where reservations are made at hotels or concerning holiday cottages or cultural or sporting events.’

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