In Spain, buy online are increasingly present in our daily lives. According to a recent survey by the Organization of Consumers and Users (OCU), the products most purchased online include electronics, travel, leisure and clothing. ease of access, convenience and, in many cases, competitive prices have motivated users to opt for this type of commerce. However, some doubts still persist among some consumers, especially regarding their rights in the face of possible problems, such as product returns.
Your protection against online shopping
It is important to note that when purchasing online, consumers are protected by European Union community regulations, which guarantee derechos even higher than those offered for purchases in physical stores. This regulation seeks to eliminate user insecurities and foster trust in e-commerce.
The OCU carried out a practical test by purchasing various electronic items from online stores and subsequently returning them to analyse the return procedures and information provided by retailers. These were the main conclusions:
- En general, delivery times were satisfactorily completed, with an average of three days.
- In all cases, it was possible return the product.
- El refund of money was carried out, although not always immediately.
- The Devolution costs are usually borne by the buyer.
- In several cases, the contracts included abusive clauses, such as the limitation of consumer rights or the exclusion of liability for errors in published prices.
Consumer rights in online shopping
As a buyer, it is crucial to know your d rights to make informed decisions. Below are the main rights you enjoy when making online purchases:
- Contract documentation: The seller is required to provide confirmation of purchase and contract documentation before proceeding.
- Right of withdrawal: You have 14 calendar days to return a product without having to justify your decision. This period begins from the moment you receive the item.
- Return costs: As a general rule, the return costs are borne by the buyer, unless the seller has indicated otherwise.
- Legal guarantee: All products have a minimum guarantee two years. For items purchased from January 2022 onwards, the warranty is extended to three years.
- exceptions: Some products, such as personalized ones or those that cannot be returned for hygiene reasons, are exempt from the right of withdrawal.
Tips to avoid problems in e-commerce
The OCU also offers recommendations to ensure a shopping experience online successfully and safely. Here are some practical tips:
- Secure devices: Make your purchases from devices with updated antivirus and connected to private Wi-Fi networks.
- Safe websites: Make sure the site has the “https” protocol and a padlock in the address bar.
- Check the seller's details: The page must offer clear and accessible contact information, such as a telephone number and physical address.
- Secure payment methods: Opt for credit cards, PayPal or cash on delivery, avoiding bank transfers if possible.
- Confidence in stores: Prioritise e-commerce sites with the “Online Trust” seal or those based in the European Union.
- Report suspicious pages: If you suspect fraud, contact the police or the Cybercrime Group.
Legal aspects in electronic commerce
E-commerce is regulated by a number of laws aimed at protecting consumers. Some important points include:
- Right to information: Stores must inform about the total price including taxes, delivery conditions and guarantees.
- Data Protection: Users have the right to know how their personal data is managed and to request its deletion if they consider it necessary.
- Consumer rights: Return and withdrawal policies must be clearly specified and accessible.
Knowing and exercising your rights as a consumer not only allows you to enjoy a better shopping experience, but also fosters a Fairer and more transparent tradeMaking informed decisions, choosing trusted sites, and keeping a record of your transactions are fundamental pillars to ensure that your rights are respected.