Had a problem with an online purchase?
Buying online is convenient until something goes wrong: the product does not arrive, arrives different from the listing, the return is refused or the shop stops replying.
Can this be disputed?
Distance purchases have their own consumer protection rules, including, in many situations, the option to withdraw from the purchase. It may depend on the type of product, the shop and what happened.
Where the shop is established, the terms accepted at purchase and the messages exchanged need to be checked.
What to check
These items help to understand what happened and to support the request to the company. You do not need all of them: share what you have.
- The order confirmation and proof of payment
- The listing or product description (a screenshot helps)
- Your messages with the shop
- Photos of the product received, if applicable
- The shop's details: name, address and contacts shown on its website
How DoLado can help
DoLado analyses the order and your messages with the shop, checks the rules that apply to distance purchases and prepares the complaint with a specific request.
Tell us what happened and send any documents you have.
DoLado analyses the situation, checks the applicable rules and prepares the complaint.
You review the text and authorise it. Nothing is sent without your authorisation.
DoLado sends the complaint and follows the company's reply with you.
The final decision lies with the company. DoLado handles the process with you and follows it until there is a reply.
Not sure whether your case can be handled?
Answer four quick questions and see whether DoLado can help. It is free and you do not need an account.
Related problems
Has your order not been delivered?
The order did not arrive, is stuck or shows as delivered without reaching you.
Find out moreHas the shop still not refunded your money?
You returned, cancelled or never received the item, and the money has not been refunded.
Find out moreBought a faulty product?
The product broke down, does not work as it should or does not match what was sold.
Find out more
This page contains general information and does not replace an analysis of your specific case. DoLado is not a law firm nor a public body.