COMMISSION NOTICE Guidance on the interpretation and application of Directive…

COMMISSION NOTICE Guidance on the interpretation and application of Directive 2011/83/EU of the European Parliament and of the Council on consumer rights

guidance · European Union · 52021XC1229(04)

715 provisions in 1204 nodes

Defined terms · All instruments · EU Member State · EU law · Internet · Pre-contract information · Right of withdrawal · Unfair contract terms · VAT · VAT rate

Table

COMMISSION NOTICE

Guidance on the interpretation and application of Directive 2011/83/EU of the European Parliament and of the Council on consumer rights

(Text with EEA relevance)

1. Scope of application

1.1. The notions of ‘trader’ and ‘consumer’

1.2. The notion of ‘contract’

Subparagraph

Table

Subparagraph

1.3. Contracts covered

1.4. Mixed purpose contracts

1.5. Distinction between digital services and online digital content

1.6. Contracts against payment and contracts where the consumer provides personal data

Subparagraph

Table

1.6.1. Contracts against payment

Subparagraph

1.6.2. Contracts where the consumer provides personal data

Subparagraph

—

Subparagraph

1.7. Contracts to which the Directive does not apply

Subparagraph

1.7.1. Rental contracts and building contracts

1.7.2. Package travel

Table

Subparagraph

1.7.3. Contracts established by a public office-holder

1.7.4. Contracts for goods intended for current consumption

1.7.5. Passenger transport

Table

Subparagraph

1.7.6. Automated sales

Table

Subparagraph

1.7.7. Certain contracts related to electronic communications

1.8. Possible exemption of low value off-premises contracts

Subparagraph

—

Table

1.9. Rules for public auctions

Subparagraph

—

2. Off-premises contracts

2.1. Contracts concluded outside the trader’s business premises

2.2. Contracts concluded after addressing the consumer outside the business premises

2.3. Contracts concluded during an excursion organised by the trader

Table

Subparagraph

—

3. Consumer information

3.1. General requirements

3.1.1. Introduction

Subparagraph

3.1.2. Clarity of the information and link to the UCPD

Subparagraph

3.1.3. Information ‘already apparent from the context’

Subparagraph

3.1.4. Information requirements in other EU legislation

Subparagraph

3.1.5. Imposition of additional information requirements

Subparagraph

3.1.6. Exemption of ‘day-to-day’ transactions

Subparagraph

—

3.1.7. The binding nature of pre-contractual information

Subparagraph

—

Table

3.1.8. Additional language requirements

Subparagraph

3.1.9. Burden of proof

Subparagraph

3.2. Common requirements for on-premises and distance/off-premises contracts

3.2.1. Main characteristics

Table

Subparagraph

3.2.2. Trader’s identity and contact details

Table

3.2.2.1. Trader’s identity

Subparagraph

3.2.2.2. Means of communication

Subparagraph

—

Subparagraph

3.2.2.3. Place of establishment

Subparagraph

—

3.2.2.4. Place of business

3.2.4. Delivery and performance of the contract

3.2.5. Arrangements for payment

Subparagraph

—

Subparagraph

3.2.6. Guarantees and after-sales services

3.2.7. Duration and termination of the contract

3.2.8. Functionality, compatibility and interoperability

3.3. Additional requirements for off-premises and distance contracts

3.3.1. Personalised price

Table

Subparagraph

3.3.2. Cost of using distance means of communication

Table

Subparagraph

3.3.3. Deposits and financial guarantees

Table

Subparagraph

—

3.3.4. Out-of-court redress mechanisms

Table

Subparagraph

3.4. Additional requirements for online marketplaces

3.4.1. Ranking criteria

Table

Subparagraph

3.4.2. Status of the other contractual party

Table

Subparagraph

3.4.3. Information about non-applicability of EU consumer law

Subparagraph

Table

Subparagraph

3.4.4. Allocation of responsibilities for the contract

Table

Subparagraph

3.4.5. Possibility to impose additional information requirements

Subparagraph

Table

Subparagraph

4. Special requirements for distance contracts

4.1. Definition of a distance contract

Subparagraph

4.2. Pre-contractual information

4.2.1. Information to be presented directly before placing the order

4.2.2. Order confirmation button

4.2.3. Information on delivery restrictions and means of payments

4.2.4. Contracts concluded over means of distance communication with limited space or time

4.3. Contracts concluded by telephone

4.4. Confirmation of the contract

5. The right of withdrawal

5.1. Calculation of the right of withdrawal period

5.1.2. Starting point of the withdrawal period

5.2. Information about the right of withdrawal

5.3. Exercise of the right of withdrawal

5.4. Consequences of the withdrawal concerning the data

5.5. Right of withdrawal in respect of goods

5.5.1. Multiple or defective goods

Subparagraph

5.5.2. Return of the goods

Table

Subparagraph

5.5.3. Reimbursement of the payments received from the consumer

5.5.4. Consumer’s liability for mishandling of the goods

5.5.5. Risk when returning the goods to the trader

Subparagraph

5.6. Right of withdrawal from contracts for services and public utilities

5.6.1. Consumer’s consent to immediate performance

5.6.2. Consumer’s compensation obligation

5.7. Right of withdrawal from contracts for online digital content

5.8. Consequences of failing to inform about right of withdrawal

5.8.1. Consequences regarding the goods

Subparagraph

Table

Subparagraph

5.8.2. Consequences regarding services and public utilities

Subparagraph

Table

Subparagraph

5.8.3. Consequences regarding online digital content

Subparagraph

Table

5.9. Termination of the contract following the exercise of the right of withdrawal

5.10. Ancillary contracts

5.11. Exceptions from the right of withdrawal

Subparagraph

5.11.1. Goods or services for which the price is dependent on fluctuations in the financial market

Table

Subparagraph

5.11.2. Goods made to the consumer’s specifications or clearly personalised

5.11.3. Goods liable to deteriorate or expire rapidly

5.11.4. Goods sealed for health protection of hygiene reasons

5.11.5. Goods that get inseparably mixed with other items

Table

Subparagraph

5.11.6. Contracts with a specific date or period of performance

5.11.7. Repairs requested by the consumer

5.12. Regulatory choices in case of unsolicited visits or excursions

5.12.1. Introduction

Subparagraph

5.12.2. Extension of the right of withdrawal period

5.12.3. Derogations from the exceptions from the right of withdrawal

8. Fees for the use of means of payment

8.2. Definition of ‘fees’

8.3. Definition of the ‘cost’ borne by the trader

8.3.1. The Merchant Service Charge and other direct costs

8.3.2. General costs of running a business

Subparagraph

8.3.3. Eligible costs justifying a fee for the use of means of payment

Subparagraph

—

Subparagraph

8.4. Payments in foreign cash

Subparagraph

—

9. Communication by telephone

Table

Subparagraph

10. Additional payments

11.1. Public and private enforcement

Subparagraph

Table

Subparagraph

11.2. Application to third country traders

Subparagraph

11.3. Penalties

Subparagraph

11.3.1. Criteria for the imposition of penalties

Subparagraph

Table

Subparagraph

11.3.2. Penalties in the context of CPC coordinated enforcement actions

List of Court cases mentioned in this Notice

(ordered by the year of the judgment)

Table