Checklist for online purchases

A reliable online store clearly states its background company, street address, and other contact information. If the site only has an electronic form or a P.O. Box as an address, be cautious. Also, check which country the company is registered in – a Finnish or otherwise Finnish-sounding online store may be foreign. Look for other consumers’ experiences using search engines with the keywords “store name + reviews”. Unclear terms, typos, and pressuring purchase prompts can be signs of unreliable practices.

Be critical of online store offers that seem too good to be true. Scam websites often lure consumers with exceptionally low prices and pressuring purchase prompts that claim limited stock or that the offer is only valid for a short time. Check that the online store has correct contact information, clear terms, and that the payment page has encryption enabled. Encryption can be recognized by the padlock icon in the address bar and the URL starting with https://, although these do not guarantee the site’s reliability or authenticity. Look for other users’ experiences using search engines with the keywords “store name + scam.”

Be cautious with trials advertised as free, as they are not always genuinely free. For example, vitamin supplements and cosmetic products often offer sample shipments. Many sample or trial packages turn into paid subscriptions if you do not cancel them in time. Read the terms carefully and check when the trial period ends. If cancellation instructions are not clear or if canceling the order seems difficult, do not place the order.

Personal data includes your name, home address, phone number, and identification number. Provide only the necessary information to the online store. Find out what the seller says about the handling of your personal data and ensure that your information is not used for marketing without your consent. If the seller asks you to provide an unusually large amount of information about yourself or is vague about how the data will be used, do not proceed with the order.

Choose a payment method that offers protection. For example, when paying with credit, such as a credit card, the lender is responsible alongside the seller for the seller’s breach of contract. Such a breach of contract occurs if the seller does not deliver the product or if there is a defect for which the seller is responsible. Some debit cards may also include similar protection – this information can be found in the card terms. Additionally, some payment intermediaries offer buyer protection that allows you to get your money back in case of problems. Banks usually have a ready-made form for making a refund request, which can be found using the search term “card complaint.”

Avoid paying directly to an unknown seller’s bank account. If you pay via direct bank transfer, getting your money back can be very difficult in case of issues. Also, avoid payment methods that do not provide an official receipt.

You should find out from the delivery terms what delivery options the seller offers, how much delivery costs, and how long it will take for the products to arrive. According to EU consumer protection regulations, the seller must deliver the product within 30 days of the order if no other delivery time has been agreed upon. If delivery does not occur within this time and the consumer has given the seller a reasonable additional time to deliver the order, the consumer has the right to cancel the purchase and receive a refund. However, additional time does not need to be given in all situations – for example, when the seller refuses to deliver the order.

In the EU, consumers generally have a 14-day right of withdrawal for products or services purchased online. This right applies when the product or service is purchased from an online store located in the EU or from a non-EU online store that targets marketing to EU consumers. The right of withdrawal means that you can cancel the purchase without giving a specific reason and receive a refund. When you cancel the purchase, proceed as follows:

• Notify the seller of the cancellation within 14 days of receiving the shipment or entering into the agreement.
• Return the product within 14 days of notifying the seller.
• The seller must refund the payment within 14 days of receiving the cancellation notice.
• However, the seller may withhold the refund until they have received the item back or you have shown, for example with a return receipt, that you have sent the product back to the seller.

The right of withdrawal does not apply to custom-made products, perishable goods, or certain tickets or accommodations reserved for specific dates. If the seller has not provided essential information about exercising the right of withdrawal, the withdrawal period may extend up to 12 months.

The seller must inform you before placing the order whether the seller or the buyer will bear the return shipping costs. If the seller has clearly stated on their website that the consumer pays for return shipping, the consumer is responsible for those costs. If the seller offers to pay for return shipping or has not informed the consumer about such costs at all, the costs will be borne by the seller.

Returning products from outside the EU can be expensive, so check the return address before ordering. The return address is usually provided in the terms and conditions. Be particularly cautious with dropshipping online stores, as in the case of a return, you may have to send the product back to a seller located outside the EU.

When your order arrives from within the EU, you generally don’t need to clear it for customs, and you typically do not have to pay VAT (value added tax) or customs duties on it. However, when ordering from outside the EU, you may have to clear the products through customs and pay VAT and customs duties. Certain products, such as alcoholic beverages, may also incur excise duties. Therefore, always check before placing an order from which country the product will be delivered to you.

Before ordering, it is advisable to check the Finnish Customs website to see what products can be ordered to Finland and whether there are customs or payment obligations associated with the order. For example, there are specific regulations regarding the ordering of medicines, food products, and alcohol that should be verified on the Customs website. Keep in mind that products sold in non-EU online stores may not always meet European product safety standards. In particular, electrical devices may pose risks, as they may not be intended for sale within the EU. Do not rely solely on a product’s CE marking, as it is not a universal safety mark.

Many well-known online stores now operate as marketplace platforms, where, in addition to the marketplace operator’s own potential sales activities, a number of other companies sell products. These sellers are usually located in different countries. Therefore, always carefully investigate who the seller of the product is before placing an order, as any issues are typically resolved with the seller. However, the operator of some platforms may be willing to assist in resolving issues. The platform should clearly indicate who the seller of the product is, what the seller’s contact information is, and how the consumer should act in case of problems.

In dropshipping, the online store does not hold products in its own inventory but purchases the product from a supplier upon receiving a consumer’s order. This supplier then ships the product directly to the consumer, often from outside the EU. A dropshipping online store can usually be recognized by the fact that, although the store itself is located within the EU, the products are said to be arriving from outside the EU or must be returned there.

Dropshipping can involve various issues. Delivery times may be long, products may differ from their descriptions, and returns can be difficult or expensive. Therefore, it is advisable to use a secure payment method, such as a credit card. Remember that even if the seller does not deliver the product to you directly, they are still responsible for the delivery and any potential defects in the product.

In recent years, online services that initially appear to be free but ultimately result in consumers receiving a bill have become more common. Examples include car price estimation and health assessment services, which consumers have encountered particularly on social media.

If a service is chargeable, this must always be communicated to the consumer in advance. You are not obligated to pay for costs that the seller did not inform you about before placing the order. By law, the seller must also ensure that the consumer explicitly agrees to the payment obligation associated with the online order. If the seller fails to fulfill this obligation, the order is not binding on the consumer, and the consumer has the right to cancel it.

A subscription can usually be canceled directly through the service provider without additional charges. Check the cancellation instructions in the service’s order settings or your customer account – most often, cancellation can be done easily online according to the service provider’s instructions.

Be cautious of paid “cancellation services” that promise to handle the cancellation on your behalf. You may end up on such a cancellation site if you search for instructions on how to cancel a specific service using a search engine. The business model of cancellation services is that the service provider sends the cancellation notice on your behalf to the service being canceled for a fee. However, the cancellation notice may not always reach the recipient, leaving the service uncanceled.

Contact the seller as soon as possible and inform them of the problem. Preferably communicate in writing. You can request a repair or exchange for a defect-free product. If this is not possible, you have the right to request a price reduction or cancellation of the purchase. According to EU rules, the seller has a statutory liability for defects for at least two years. In Finland, the seller’s liability period is determined based on the expected lifespan of the product.

Keep all receipts and documents related to the purchase as well as any correspondence with the seller in case you need to resolve the issue later.

If the seller operates in another EU country, Norway, Iceland, or the UK, you can contact the European Consumer Centre. For sellers operating in Finland, assistance is provided by the Consumer Advisory Services of the Finnish Competition and Consumer Authority. In cases involving companies outside the EU, the European Consumer Centre can provide general advice but cannot mediate such disputes.

Buy products based on genuine needs and prefer sustainable options. Recycle and repair whenever possible. Be critical of advertisements on social media and recommendations from influencers – commercial collaborations should be clearly marked. Responsible and thoughtful consumption helps avoid unnecessary purchases and identify unreliable sellers.

The sale of used goods is becoming more common. It is important to keep in mind that when you buy from a business, consumer protection regulations provide you with protection. However, when buying from another private individual, this consumer protection does not apply. For example, the right of withdrawal does not apply unless it has been specifically agreed upon with the seller. Sales between private individuals are primarily based on the agreement between the seller and the buyer, so it is important to agree on all terms of the sale in writing, such as price, delivery method, and possible returns. Keep documentation related to the sale for potential issues.

Remember that consumer authorities cannot mediate disputes between two private individuals. However, the European Consumer Centre can generally assist consumers in cases where a used product has been purchased from another private individual on a foreign marketplace platform and the complaint concerns the actions of the platform operator.

If the issue is not solved with the seller and it relates to cross-border shopping, contact the European Consumer Centre. The European Consumer Centre in Finland provides advice and mediates disputes where the consumer’s counterparty is located in another EU country, Norway, Iceland, or the UK. You can contact us via the contact form or by phone.

For sellers operating in Finland, assistance is available from the Consumer Advisory Services of the Finnish Competition and Consumer Authority.

Keep all documents and messages related to the purchase, as they will be needed in the processing of the matter.