Online shopping - What are your rights?

It may happen that the retailer has actually delivered the goods, but that they have been stolen from your front door or balcony.

You've contacted the retailer and he tells you he's not responsible. FALSE! The retailer is responsible for delivering the item to you. If he chose to leave it on your doorstep, he is liable in the event of theft.

Even if the delivery person has taken a photo of the parcel left on your doorstep, the retailer is not exempt from this obligation.

CAUTION: If you explicitly asked the shopkeeper to leave the goods on your doorstep, you could be held responsible for the theft. Be careful before giving such instructions. Make sure, for example, that someone will be at home at the time of delivery to receive the parcel in person.
 

The item delivered is not what you bought? For example, did you receive a blue shirt instead of a red one? Under the Consumer Protection Act, you have the right to ask for the item to be replaced by another that conforms to your order, or to cancel your purchase and obtain a refund from the merchant.

How do I do it?

First, contact the merchant;

If he refuses, you can send a letter of formal notice.

If you don't get a response, or if you're not satisfied with the response, you can go to the Small Claims Court (for claims of $15,000 or less).

You may also request a chargeback from your credit card company. 

You have received the item. It's not defective, but you don't like it.

Nothing in the law obliges the retailer to take back the item and refund you or offer to replace it with another product.

However, many retailers voluntarily choose to implement an exchange and refund policy. If such a policy is in place, they must respect it. If you're not sure about your purchase, first check whether the merchant has such a policy, and what its terms and exceptions are.

If the item has not been delivered, you are entitled to a refund of your Internet purchase, but how do you claim this?

You must first contact the merchant in writing (letter or e-mail) to request resolution (or cancellation) of the contract. The merchant will then have 15 days to reimburse you. You can't reach the merchant or he refuses to refund you?

If you paid for your purchase by credit card, the law allows you to contact your card issuer to obtain a refund of your purchase (this is known as a chargeback). So paying by credit card can be a good way to protect yourself.

Don't delay! There are often very tight deadlines to meet!

You'll find more details on the procedure and deadlines for chargeback on our chargeback fact sheet. We also have a chargeback request template ready for you to download and fill in!