CRPC Baiba Vītoliņa points out that in recent months she has received more than 700 consumer complaints about goods paid for in the online store but not delivered. Several online stores have closed, leaving many consumers without money and goods. “Therefore, in this shopping fever, I urge consumers to choose the website where to buy goods or services especially responsibly and carefully. Carefully evaluate any offer, especially if it seems particularly attractive,” reminds Vītoliņa.
The CRPC, while advising consumers and helping to resolve their complaints, has observed a number of problems in online sales, which may also be related to Covid-19 restrictions – non-delivery or delayed delivery, difficulties in contacting online stores, false prices, etc.
Due to the volume of orders in online stores, sometimes merchants are not able to deliver the product as fast as before. In such cases, the CRPC encourages consumers to be understanding, because sometimes the product is not delivered because the delivery companies are overloaded, for example, parcel terminals are full and it is not possible to place an order in them. In such situations, the CRPC recommends that you first contact the merchant to resolve the situation.
At the same time, it is important for online shops to pay special attention to the terms of delivery of goods and services promised to consumers, their conditions and other relevant information on the availability of goods. If this is not observed, there are risks of misleading consumers and signs of unfair commercial practices, notes the CRPC.
The center explains that in addition to online stores, active sales also take place on social networks “Facebook” and “Instagram”, where, as in online stores, information about the seller’s name, registration number and legal address if the seller is a merchant or the seller’s name. , surname and address if the seller is a natural person, as well as the right of withdrawal and other terms of the distance contract. Consumers are also invited to inquire about other consumers’ experiences and feedback on purchasing or cooperating with the seller before placing an order.
“The essential difference between a sale in a regular store and a distance sale is the right of withdrawal. This means that the consumer has the right to withdraw from the order within 14 days of delivery without special reason. During this time the consumer has the right to check the characteristics of the product. However, there are cases when the consumer cannot exercise the right of withdrawal provided by law, for example, when purchasing digital content or opening the packaging of a product, which for health and hygiene reasons can not be returned, “says CRPC.
On the other hand, if the trader has not informed the consumer of the right of withdrawal and has not provided a “withdrawal form”, the right of withdrawal can be exercised within one year. At the same time, we remind you that distance selling is also considered to be sales on social networks, including Facebook and Instagram.
Although online stores make people’s daily lives much easier, CRPC urges consumers to be careful. It is recommended to choose merchants who allow payment at the time of receipt of the goods, postpaid or with a payment card, which provides additional security in case of abusive sellers.
