Resolve a cross-border online purchase dispute (ECC-Net)
Buying online from a trader based in another EU country gives you the same core consumer protections wherever in the EU the seller is. If your item never arrived, was faulty, or you simply changed your mind within the cooling-off period, EU law is on your side. For distance (online) contracts you usually have a 14-day right to withdraw, plus a legal guarantee against faulty goods. If the trader will not cooperate across borders, the European Consumer Centres Network (ECC-Net) offers free help to resolve disputes between consumers and traders in different EU/EEA countries. This is a practical, low-cost route that does not require a lawyer.
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Under the EU Consumer Rights Directive (2011/83/EU), for most online (distance) purchases you have a right to withdraw within 14 days without giving a reason, after which the trader must refund all payments received (including standard delivery) within 14 days of being informed. Under the rules on the sale of goods (Directive (EU) 2019/771), goods must conform to the contract and you are entitled to a remedy for faulty goods, with a legal guarantee period of at least two years. These rights are set out in each Member State's national law. For cross-border disputes within the EU/EEA, the European Consumer Centres Network (ECC-Net), co-funded by the European Commission, provides free advice and assistance to help reach an amicable solution and can refer you to a relevant alternative dispute resolution (ADR) body.
Step by step
- 1Identify your right: did the item not arrive, is it faulty (legal guarantee of at least 2 years), or do you want to cancel within the 14-day withdrawal period for online orders?
- 2Contact the trader in writing first, stating the specific right you are relying on (14-day withdrawal under the Consumer Rights Directive, or the legal guarantee for faulty goods) and the remedy you want (refund, repair or replacement).
- 3Keep evidence: order confirmation, payment proof, delivery tracking, photos of any fault and all messages. Give the trader a clear, reasonable deadline to respond.
- 4If the trader is in another EU/EEA country and does not resolve it, contact the European Consumer Centre (ECC-Net) in your country of residence for free cross-border help, and ask about an ADR scheme; if you paid by card, also consider a chargeback.
What they'll say, and your comeback
“Our refund/returns policy says all sales are final.”
Comeback, A company policy cannot remove your statutory EU rights. The 14-day withdrawal right for online purchases and the legal guarantee for faulty goods apply regardless of the trader's own policy.
“You have to pay for return shipping and a restocking fee before we refund.”
Comeback, For a valid withdrawal the trader must refund all payments including standard outbound delivery; they may only make you bear the cost of returning the goods if they told you so before you ordered. Restocking fees are not permitted for the statutory withdrawal right.
“We are in a different country, so EU consumer rules do not apply to your order.”
Comeback, EU consumer protections apply across the single market when a trader directs its activities to consumers in your Member State. ECC-Net exists precisely to handle these cross-border cases for free.
FAQ
Does the 14-day withdrawal right apply to everything?
Most online goods and services qualify, but there are exceptions, such as custom-made/personalised items, perishable goods, sealed health/hygiene items once unsealed, and certain digital content where supply has begun after you gave express consent and acknowledged losing the right. Otherwise the 14-day cooling-off period normally applies.
What can ECC-Net actually do for me?
ECC-Net gives free advice on your rights, helps you communicate with the trader across borders, and can mediate or direct you to the right alternative dispute resolution body. It is not a court and cannot force a trader to act, but it resolves many disputes amicably without cost to you.
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- UKHow to get a refund for a faulty product (even 'out of policy')
- UK / EUHow to get a refund when your order never arrived
- SpainCómo reclamar la devolución por un producto defectuoso en España
- PortugalDevolução de produto com defeito em Portugal
- FranceProduit défectueux : garantie légale de conformité en France
- GermanyRückerstattung bei defektem Produkt - Gewährleistung durchsetzen
A self-serve tool, not a law firm. General information, not legal advice.