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Consumer protection

EU policies and rules protect and empower European consumers buying goods and services in the Union.

Shopping rights 

EU rules ensure that, when buying goods and services anywhere in the EU, consumers must be provided with: 

  • clear, correct and understandable information  
  • information on the total price, including all taxes and additional charges 

Traders in the EU are not allowed to charge extra for using credit or debit cards. 

Guarantee and right to withdraw

There is a minimum two-year legal guarantee for all goods. If purchased goods turn out to be faulty or are not as advertised, the trader must repair, replace, decrease the price or offer a full refund. 

When buying a product or service online or outside of a shop, buyers have the right to cancel and return the order within 14 days, without any justification. Some exemptions apply (e.g. personalised products, hotel bookings).

Unsafe and illegal products

Product safety

In April 2023, the Council adopted the general product safety regulation, which aims to: 

  • ensure that only safe products are placed on the European market   
  • make it easier for consumers to repair, return or replace unsafe products 
  • streamline market surveillance and ensure that online marketplaces remove dangerous products from their platforms 

Toy safety

The EU is working on updating the rules to increase the safety of toys.

In July 2023, the Commission proposed:

  • increasing protection against harmful chemicals, notably by enlarging the ban on chemicals classified as carcinogenic, mutagenic or toxic for reproduction (CMR chemicals) to other dangerous chemicals such as endocrine disruptors
  • introducing a digital product passport that will include information on the safety of the toy, to reduce the number of unsafe toys sold in the EU, especially online

E-commerce

In 2022, the EU finalised new legislation to fight illegal and counterfeit goods in the digital space.

The Digital Services Act will keep online users safe from illegal goods, content or services, by establishing a set of responsibilities and clear accountability for online businesses operating in the EU – no matter where they are based.

The principle is simple: what is illegal offline should be illegal online too.

Green transition

Empowering consumers

The EU wants to prevent companies from making misleading claims about the environmental merits of their products and services.

On 20 February 2024, the Council adopted a directive to empower consumers for the green transition.

Thanks to the new measures, EU consumers will:

  • have access to reliable information to make the right green choices
  • be better protected against unfair green claims
  • be better informed about the repairability of products before purchase

Right to repair

The EU wishes to ensure consumers are able to seek repair instead of replacement when a product is broken or defective.

On 30 May 2024, the Council adopted the right-to-repair directive.

The directive includes a new set of rights and tools for consumers: 

  • a right for consumers to request manufacturers to repair products that are technically repairable under EU law (for instance, washing machines, vacuum cleaners or mobile phones)
  • the creation of a free-of-charge European repair information form 
  • the setting up of an online repair matchmaking platform to connect consumers with repairers
  • an extension of 12 months of the seller's liability period  after the repair of a product

Telecoms rights 

Using a mobile phone in another EU country

When travelling outside of their home country, EU rules on roaming and portability of content enable Europeans to: 

  • make calls, send text messages and surf on the web without surcharges 
  • access their paid-for online content services (e.g. online TV, e-books, games, music) 

In April 2022, the EU approved the extension of the ‘roam like at home’ scheme until 2032.  

Intra-EU communications

EU telecoms rules ensure that maximum charges are capped (VAT to be added) for calls and text messages to another EU country from home.

Data protection

The EU general data protection regulation (GDPR) provides individuals with various rights (e.g. access to data, right to erasure), giving them control over their personal data. 

Financial products 

EU rules define basic rights when using financial products and services such as: 

  • opening a bank account  
  • transferring money 
  • making an investment 
  • taking out a mortgage loan or a consumer credit  
  • setting up a pension plan  

Travel rights

Passenger rights 

EU rules ensure the protection of passengers travelling in the EU by air, rail, ship or bus in case of:

  • cancellation
  • delayed departure
  • late arrival
  • lost or damaged luggage
  • injury during the journey

A full or partial refund, re-routing, re-booking, food, accommodation or compensation may be offered by the travel provider depending on the circumstances.

Consular protection 

EU citizens are entitled to seek help from the embassy or consulate of another member state should they need assistance outside the EU, such as in cases of: 

  • arrest or detention 
  • serious accident 
  • serious illness or death 
  • natural disaster or political unrest 
  • loss of passport or travel documents 

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Consumer dispute resolution

In the event of problems when purchasing a product or service in another EU country, consumers may attempt to settle the dispute:

  • informal settlement: directly with the trader or through a consumer organisation
  • alternative dispute resolution mechanisms: e.g. mediator, ombudsmen, complaints board, the EU online dispute resolution website
  • formal legal action: through the European small claims procedure and the European payment order or by going to court 

On 25 September 2024, the Council adopted its position on measures to facilitate dispute resolution.

Alternative dispute resolution (ADR) are mechanisms where consumers can settle their disputes with companies before going to court.

The package of measures to adapt the ADR directive to the challenges of the digital world aims to:

  • cover new unfair practice (e.g. misleading advertising or unjustified geo-blocking)
  • make these mechanisms easier to use, faster and more attractive for both consumers and companies

The Council presidency will negotiate the final text with the European Parliament.

On 19 November 2024, the Council adopted a regulation to shut down the European online dispute resolution (ODR) platform as the level of performance of the  platform does not justify the public and private costs required to maintain it.

In 2020, the EU signed a directive on representative actions for the protection of the collective interests of consumers within the EU. The agreement grants EU consumers the right to seek effective judicial protection collectively when traders harm consumers by violating EU laws.

New consumer agenda 

In November 2020, the European Commission proposed a new consumer agenda, which presents a holistic vision for EU consumer policy for the years 2020 to 2025. It focuses on five key priority areas: 

  • the green transition 
  • the digital transformation 
  • the effective enforcement of consumer rights 
  • specific needs of certain consumer groups 
  • international cooperation 

In February 2021, the Council adopted a set of conclusions on the agenda, which:

  • aimed to provide political guidance
  • highlighted the need to address consumer concerns in the design and implementation of EU policies linked to the green and digital transitions
  • referred to the importance of consumer trust for stimulating economic recovery in the aftermath of the COVID-19 crisis

The Council also welcomed the Commission’s intention to address issues such as:

  • the ‘right to repair’
  • online and offline consumer protection
  • product safety
  • the prevention of over-indebtedness

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