Consumer stories: online shopping

See some case studies of how consumers have been helped by the network of European Consumer Centres with their problems with online shopping from another EU country.

Returning goods bought online: Irish consumer / UK seller

Returning goods bought online: Irish consumer / UK seller

An Irish consumer bought a dress from a UK seller's website but decided she did not like it when it arrived.

She returned the goods within the cooling off period that she was entitled to under the EU distance selling rules.

The trader refused to refund the consumer.

Following intervention by ECC Ireland and ECC UK the consumer finally received the refund.
Faulty goods bought online: Irish consumer / French trader

Faulty goods bought online: Irish consumer / French trader

An Irish consumer ordered a graphics card which turned out to be faulty: it developed problems that the technical support team were unable to resolve.

Under EU-wide rules, the consumer was entitled to repair or replacement if possible or otherwise to a full refund.

The trader determined that it could not be repaired and it was no longer in stock. The trader agreed to issue a credit note to the consumer but not for the full amount (€429 instead of €441.99).

The consumer contacted ECC Ireland and following intervention by ECC France, the consumer received a full refund to his credit card.
Returning goods bought online: Irish consumer / French trader

Returning goods bought online: Irish consumer / French trader

An Irish consumer bought a camcorder from a French trader. When it arrived, he changed his mind and sent it back within the 7 day cooling off period provided for by EU consumer law for returning goods bought online (for whatever reason).

The consumer sent the camcorder back by registered post and asked for the full refund.

The trader claimed that they would not refund him because he did not send back the camcorder, only the case.

When this was queried by ECC France, the trader confirmed that there was a mix-up in the references and the consumer received a full refund.