Who is behind the web shop? The trader has the obligation to state his name, physical address and company number on the website, in a clear and visible way! 

Do the check:

A trader must be officially registered in the country where he is established. Check the database of that country.

Example: 

• Belgium: http://kbopub.economie.fgov.be
• The Netherlands: www.kvk.nl
• France: www.infogreffe.fr
• Germany: www.unternehmensregister.de or www.handelsregister.de

Enter the address via Google Maps. Does the address look like a place where the trader could be located? For example, if the trader’s premises is in the desert, then you know something is wrong with the identity of the trader.

Note: Do you want to buy on an online platform where different sellers are active? Check who the real seller is. Is the seller a private person? In that case, you do not have a right of withdrawal for example.

Check which experiences other consumers have had with the web shop. 

Do the check:

• Search online using a search engine such as Google, Bing ... the name of the web shop, combined with the words "complaints" or "reviews". Please note that the reviews might be on purpose altered or fixed for manipulating reasons.
• The web shops appears on top of the search results? This does not mean that the seller is trustworthy.
• Search for possible complaints on websites of other organizations (e.g. consumer organizations, authorities and consumer programmes).

Are you paying with a debit card or via bank transfer? The bank does not pay you back in case of problems with the seller. 

Choose safe online payment options:

• Credit card: in certain cases you can request a refund via the charge back procedure.
• PayPal: PayPal has its own procedure in case of problems.
• Upon receipt: so you can inspect your package.

Good to know:

• Avoid international money transfers (e.g. Western Union).
• Pay only when the website URL starts with "https". The "s" stands for "secure". 

Pay attention to low prices. Certainly when it comes to branded products, low prices indicate counterfeiting with the risk of confiscation by customs, possible health risks,... On the contrary, a normal price is also no guarantee: counterfeiters sometimes sell at acceptable prices to stand out less. 

Do the check:

• Check the price on the website of the brand.
• Check the quality and authenticity of the product on the photo.
• Scroll through the website and check the layout and spelling. A sloppy website is often the work of scammers.
• Check whether the links on the website really work. 

It is important to know your rights and obligations as a consumer. 

Do the check:

 Read the terms and conditions of the web shop before placing an online order. 

• Do you have a right of withdrawal of 14 days?
• Who pays the return shipping costs?
• Where can you submit your complaint?
• What does the seller say about your guarantee? 

European web shops have to mention an email address and the link to the ODR platform on their website. This ODR platform might be useful to resolve your complaint with the web shop.

Know what you order before confirming your purchase. 

Do the check:

• Read the description of what you are about to buy and do not get misled by the photo.
• What is the total price of the product / service, including delivery costs, etc.?
• Do you not understand the language? Do not buy!

Want to know more about online purchases? 

• Follow us on Facebook (@ECCBelgium) and Twitter.
• Visit our website.

The European Consumer Centre (ECC) is at your service for free legal advice.