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Distance Selling
If you sell goods or services, anywhere within the EEC,
to consumers by mail order, over the internet, by telephone,
or by fax, your customers will have new rights. Regulations
provide statutory backing for the good business practices
which many companies already observe.
Unless already provided e.g. via a catalogue or advertisement
certain information must be before the consumer decides
to buy.
You will need to give your customers the same information
in writing or in another durable form not later than
the time that the goods are delivered.
Information now required:
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Written information on when and
how your customers can cancel |
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A postal address where customers can contact
you |
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Details of any after-sales services and guarantees |
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When and how customers can terminate any contract
which has no specified end date or which lasts
more than one year. |
If phoning consumers at home to sell goods or services,
you must clearly identify the company and the commercial
purpose at the beginning of the conversation.
The Regulations give consumers the unconditional right
to cancel an order but they must must inform the supplier
within the following time limits:
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Goods - seven working days starting
with the day on which they are delivered |
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Services - seven working days starting with
the day on which the consumer agreed to go ahead
with the contract. |
If the consumer cancels the seller must refund the
money as soon as possible but not longer than 30 days
of receipt of written notice of cancellation. Charging
for costs of returning the goods is at the seller's
discretion.
Consumers cannot cancel an agreement or return goods
for:
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Services which begin with their
agreement before the end of the cancellation period |
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Goods or services the price of which is dependent
on fluctuations in the financial market |
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Goods made to their personal specifications |
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When and how customers can terminate any contract
which has no specified end date or which lasts
more than one year. |
The new requirments will not apply to:
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Property |
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Financial Services |
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Auctions |
Some of the new regulations will not apply to:
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Deliveries of food or beverages |
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Transport, accommodation, catering or leisure
services provided on specific dates |
Further information including a detailed guide for
business is available from the Department
of Trade and Industry.
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