All Questions & Answers

Yes, when you buy a product on-line from a trader within the EEA you have 14 days after receipt of the good or service to make a final decision whether or not to keep it, you don´t have to give the trader any specific reason for changing your mind, but you need to notify him of your decision within the time limit. You are entitled to a refund of the entire amount but you will have to pay for the cost of returning the item yourself. However keep in mind that this rule does not apply to internet auctions or to transport, accommodation, catering or leisure services bookings. Furthermore it does not apply to dvds, cds, software etc. if the seal has been broken, or if a product has been specially made to fit your specific needs. 


E-mail scams are sadly very common and can also be very genuine-looking and persuasive, if you get an e-mail informing you of a huge lottery win – and you didn‘t even buy a ticket – please do nothing. There is no such thing as a free lunch and why would you win without buying a ticket? And why would an African prince or general chose you (and only and precisely you) to assist him getting millions out of the country? There are many variations to this scam theme, but if something is too good to believe – then don‘t believe it! These e-mails are scams, usually you first need to give a lot of personal information. Then you get another e-mail telling you there has been some hitch in transferring the money to you, so you just need to pay a little money, in order to facilitate the bank transfer, bribe officials etc. Sadly you end up losing a lot of money and somehow the big win never quite reaches you!


ECC-Net is a network that operates in all EU countries as well as Norway and Iceland. The role of the net is to advise and assist consumers that are having trouble regarding cross-border purchases from traders in another EU-country. 


No, the ECC-Net only offers assistance to consumers when making cross-border purchases, not domestic ones. In such cases you should turn to the Consumers‘ Association of Iceland. 


It is best to complain to the trader before you contact your ECC-centre. Possibly the trader has just made an honest mistake or is quite willing to repair any fault the product might have. It is also best to complain in writing so that you have proof of your complaint.


Yes, in most cases. The European Union has agreed on a number of pieces of legislation that protect consumers in all member states, on grounds of the EEA-agreement Iceland too has implemented these directives and regulations. For example the Sale of Goods and Associated Guarantees Directive 99/44/EC states that goods sold must comply with the description given by the seller.  Furthermore the regulation concerning air passengers’ rights and regulation on roaming charges apply throughout the EEA (EU-countries plus Iceland and Norway). However some of these European rules are just minimum rules and full harmonisation is not required, this means that in some cases domestic legislation concerning consumer protection can vary (that is some countries take consumer protection even further) slightly between countries. 


Read the contract – even the fine print! Make sure you know how much you will be liable for in case of an accident.  Make sure you inspect the vehicle carefully with a car rental company employee present both when picking up and returning the car. Before leaving after returning the car, request a written statement that the car was returned undamaged. If this is not possible (in many cases cars are returned out of working hours at designated drop-off areas) take care to take pictures of the car, its location and also the mileage meter.  


Make sure  that the company's full contact details are available on the website, including postal address.
Check also the company‘s reputation, you can for example "google" the trader to see what other consumers say about him. Read the terms and conditions of sale carefully, especially the returns policy. Make sure you know what the final price of the product is (shipping costs, VAT, customs etcetera).
Ensure that the payment section is secure. There should be a padlock symbol in the bottom right of the browser window (if you click on it a security certificate should appear) and check that the payment page address/url begins with https and not http. 


If you buy something on-line from a private individual you have no right of withdrawal (returning an item without any specific reason as you can do when buying on-line from a professional trader) as the law on distance selling does not apply. Furthermore the rules are different from those that apply if you buy from a professional seller, and you probably have less right even if the item is faulty than if you had bought it from a professional trader.  If a problem occurs, you need to look at the information you received before you bought the product, if the delivered item does not correspond to the seller’s description then you should return the item and ask for a refund. Be sure to know what your rights are before buying from an individual, rules about the right to complain and redress when a product is faulty can vary from country to country when the trader is an individual. In short, when the trader is a private individual and not a professional you lose your "consumer" status, and the rights that go with it. 


The trader is responsible for the delivery. If there are problems with the delivery of a product the trader himself should contact the post office and prove that the delivery was actually made at the post office. If he is unable to provide such proof, then he must send you the product again or refund you.