Consumer rights: the precautions to take for purchases with complete peace of mind
Updated on 08/17/2022
To take full advantage of promotional operations, the DGCCRF recalls the rights of consumers and some good reflexes to adopt.
- Take the time to compare not only the cost of the product but also its availability, the delivery time and the ancillary services offered (warranties, in particular). Check the reality of the promotion, the reputation of the seller, the reliability of the site, the possible risk of counterfeiting.
- Beware of fake consumer reviews: diversify your sources of information before making a purchase.
- Pay attention to warranties : whether in store or on the internet, the seller must inform you, before the purchase, via a written medium, of the existence and the methods of implementation of the legal guarantees and, if they are offered, of the commercial guarantees .
- In case of remote purchase, you have the right to change your mind : once the delivery has been made, you have 14 days to inform the seller of your decision to withdraw, without justifying yourself, and without having to pay penalties (art. L.221-18 of the Consumer Code). You then have 14 clear days to return it at your expense.
- In the event of a dispute, do not hesitate to seek assistance: consumer associations can inform you about your rights and sometimes help you to resolve a dispute between you and the seller out of court. You can also alert the consumer reception services of the departmental directorates for the protection of populations (DDPP) and the departmental directorates for social cohesion and the protection of populations (DDCSPP).
From the May 28, 2022, in order to improve consumer protection by allowing them to have access to more and more reliable information in the context of their online purchases, e-commerce sites will be subject to 
. One of them will concern the withdrawal form that the seller must compulsorily provide to consumers (and whose model is strictly defined
). From May 28, it will have to include the provider’s email address, among other things, which was not previously necessary.
To find out about all of these new obligations, you can consult the decree of March 25, 2022 relating to the pre-contractual and contractual information obligations of consumers and the right of withdrawal
.
What is the withdrawal period?
The withdrawal period allows consumers to have a period of 14 days to change your mind in case of’purchase by internet, by telephone, or remotely.
Attention ! However, the withdrawal period is not applicable for all distance purchases (we speak legally of “contracts”, specified in thearticle L221-28 of the Consumer Code).
You can consult the details of purchases (contracts) not affected by the right of withdrawal below.
Fairs and exhibitions: no withdrawal period in case of purchase
Consumers who make purchases at trade fairs do not benefit from a withdrawal period. Indeed, stands at fairs and shows are considered commercial establishments and consumers do not have a right of withdrawal for contracts concluded in these places.
To note
The fact for a merchant to mention, including for products on sale, “No exchange or refund” has no effect on the legal guarantees.
If the goods do not conform to those ordered, you can refuse the product on delivery or return it to the seller. You can demand a new delivery in accordance with your order, and invoke the legal guarantee of conformity
. If the product has been damaged during transport, you can refuse delivery. If you accept it, you must note your remarks on the delivery slip and quickly contact customer service.
Good to know
A doubt about the caller? Consult the reverse directory of value-added services (VAS) numbers
! And report abusive numbers to 33700 or www.33700.fr
.
More information :
https://www.economie.gouv.fr/dgccrf/commerce-en-ligne-precautions-a-prendre-pour-des-achats-en-toute-serenite
https://www.economie.gouv.fr/particuliers/droit-delai-retractation?fbclid=IwAR0Clvw5jdTcZUle0qMlxI6nV-7w-93lueYTuKM2_2NiO8Byb96zFVeTsI4