In Spain, buy online are the order of the day. According to a OCU survey, users buy online mainly electronics, travel and leisure products and clothing. The accessibility, convenience, and good prices of online stores encourage buyers to choose to buy online. However, some are still reluctant, thinking about potential problems if you are not satisfied and are forced to return your purchase. But consumers should know that when buying online they are equally protected as if they bought in a physical store, even more so.
In fact, the newto European Union regulations in terms of eCommerce increases consumer protection when shopping online. Consumers should know their rights. But, is this regulation being complied with? Do you know what consumers are entitled to? To verify this, the OCU has carried out a practical test in the most popular stores buying electronic products that they have then returned to verify the service and information that the stores provide.
These are them conclusions What the OCU got:
- All the pages complied and sent the product in the agreed conditions. The average delivery time was, on average, 3 days.
- In all cases the product could be returned without problems.
- The money was re-entered, although not always immediately.
- The return is not free: the buyer bears the return costs. In some stores they did not refund the initial shipping costs.
- Payment is not a problem.
- The purchase contract was not so satisfactory: 14 establishments seemed not very recommendable, since they include disproportionate clauses for the consumer, such as the power to unilaterally cancel the order, the exclusion of responsibility in case of price errors, the limitation of the return of the product if the packaging was opened. These are examples of clearly unbalanced clauses that OCU has detected on some web pages.
Considering the above, such as online buyer You must take into account the following, because you are within your rights:
- They must provide you with contract documentation and confirmation of the purchase before it occurs.
- You have 14 calendar days (including holidays) to exercise your right to cancel the purchase: within that period you must notify the establishment that you want to return it.
- The cost of the return is borne by the buyer.
- The seller has a period of 14 days to reimburse the buyer for the original purchase amount and shipping costs (if they were also paid by the buyer), and may be required to double if it is delayed.
- The legal guarantee of the purchase lasts two years.
- Some products that are not fully subject to this rule: this is the case of personalized, sealed products (a CD, a cream), which cannot be returned for health or hygiene reasons
In addition, the OCU proposes a series of measures to avoid problems in online purchases, and advises buyers to:
- Make sure to make the transaction from a secure device: computer, tablet or mobile with ready antivirus, updated software and private Wi-Fi.
- Check that you are on a secure page: https written in the web address and a padlock below.
- Make sure that there is an information or contact telephone number.
- Credit or prepaid card, PayPal or cash on delivery are the safest means to pay, better than transfers.
- Preferably opt for pages in Spanish, with a business name in the European Union. The best thing is to choose businesses with the Confianza online seal.
- If any establishment arouses suspicion, report it to the police or the Telematic Crimes Group.
Final comments
As a consumer, you have your rights. But claiming them can take time. It is best to buy from reputable and reputable stores. Save yourself trouble. In the article 61% of online store customers trust the recommendations of other users you will find very useful information on this topic.