Rights for online shoppers change, with digital products being covered for the first time
The cooling-off period for an online order has been extended to 14 calendar days, under new rules by the EU Consumer Rights Directive, while companies are now also prevented from charging more than a local rate for a customer inquiry or complaint call.
This comes as research from Avangate finds that 62 per cent of customers prefer telephone over online chat for support services.
The survey of 1,046 respondents discovered that only three per cent use social media for customer support.
Part of the EU Consumer Rights Directive regulations cover a number of areas of consumer rights, including the introduction of a cooling-off period for digital music, films and books for the first time.
The consumer must also acknowledge that once the download of a digital product starts they will lose their right to cancel their order.
Changes will also mean that extra charges for those buying with a debit or credit card must be clear from the start, while pre-ticked boxes on websites for charging additional payments will be banned.
"Today Europe is putting an end to consumer rip-offs online. As of today every consumer in the European Union can claim his or her rights under the Consumer Rights Directive meaning: no more pre-ticked boxes when you buy a plane ticket, no more extra charges for paying with your credit card online and no more traders telling you that you can't return a good you bought online," said vice-president Viviane Reding, the EU's Justice Commissioner.
Previously, consumers had seven days to cancel an online order.