A total of 164 sites, picked at random, were paid an unexpected visit. A little less than ten per cent did not contain the information required about the two weeks cancellation period applicable to online purchases under the Danish Consumer Agreements Act.
On the other hand did 45 per cent of the websites list more or less unfair terms to be complied with in order to invoke the right to cancel.
Many websites inform their buyers that only the amount paid for the goods in question, but not costs of delivery, is refundable; however, the buyer is always entitled to a full refund. The customer does have to pay the costs of returning the goods though.
The DCO Hagen Jørgensen concludes:
“Although it is very uplifting to see that most online shops do provide information about the cooling-off rights, it is still problematic that some of the information given is incorrect or incomplete.”
The DCO will now approach the traders who fail to inform about these aspects properly, and demand that they correct it.
An aggravating or persistent breach of the duty to inform about the cooling-off rights is punishable by fine under the Danish Consumer Agreements Act.