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Online Dispute Resolution

Send your online consumer problem to an approved dispute resolution body
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Page Contents
 
  • Know your rights
  • Other means of redress
  • Documents

Know your rights

Consumer protection legislation in the EU guarantees that everyone has the right to be treated fairly when buying goods and services whether online or offline.

European legislation guarantees consumers

  • fair treatment
  • products which meet acceptable standards
  • a right of redress if something goes wrong

Before complaining to a trader, it can be helpful to find out more about your rights, so you know the entitlements and remedies that apply to your situation.

Many organisations across the EU can provide helpful information about consumer rights. If you have a consumer problem related to a purchase of goods or services from a trader based in another EU country, you can seek advice from your European Consumer Centre (ECC) free of charge.

The ECCs can

  • advise on your consumer rights
  • assist you to resolve a complaint against a trader based in another EU country, Iceland or Norway with the aim of achieving amicable outcomes
  • redirect you to an appropriate body if they cannot help

Other means of redress

If the ODR process cannot help you, you can try other ways to solve your dispute

  • European Consumer Centres
  • Small claims procedure
  • Court procedure
  • European payment order
  • Consumer organisations

For more information on justice and rights

  • https://e-justice.europa.eu
  • http://europa.eu/youreurope

Documents

Five key consumer rights
English (775 kB - PDF)
Download (775 kB - PDF)
14-day right of return
English (832 kB - PDF)
Download (832 kB - PDF)
Faulty goods
English (639 kB - PDF)
Download (639 kB - PDF)
Misleading advertising
English (2 MB - PDF)
Download (2 MB - PDF)
Unfair clauses
English (636 kB - PDF)
Download (636 kB - PDF)
Procedural infographic
English (718 kB - PDF)
Download (718 kB - PDF)

Online Dispute Resolution

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Legislation

This site was created in response to specific EU legislation.

  • Regulation on online dispute resolution for consumers
  • Directive on alternative dispute resolution for consumers