Businesses that sell to consumers, whether in stores or online, must comply with specific rules on information, contract terms, withdrawal rights, warranties and advertising. These rules are actively enforced and the consequences of non-compliance can be significant.
We advise businesses on consumer law compliance for their products, services, websites and marketing, and represent them in consumer disputes and before consumer protection authorities.
Scope of services
- 01Distance and online sales compliance
- 02Terms and conditions and unfair terms review
- 03Pre-contractual information and withdrawal rights
- 04Warranties, after-sales services and product liability
- 05Advertising and commercial practices
- 06Subscription and recurring payment models
- 07Consumer disputes and arbitration committees
- 08Proceedings before consumer protection authorities
- 09Any other consumer law matter
How we work
We review the customer journey from the first advertisement to after-sales service and align it with the applicable rules. Our aim is to reduce the risk of complaints, sanctions and disputes without making the sales process unnecessarily complex.
Frequently asked questions
In many jurisdictions consumers have a right to withdraw from distance contracts within a set period without giving a reason, subject to certain exceptions. The seller must inform the consumer of this right before the contract is concluded.
A term that has not been individually negotiated and that creates a significant imbalance in the rights and obligations of the parties to the detriment of the consumer may be considered unfair and may not bind the consumer.
Depending on the applicable law, a consumer who receives a defective product or service may be entitled to repair, replacement, a price reduction or withdrawal from the contract.
An online seller usually has to provide information on its identity, the main features of the product, the total price including taxes and delivery, the payment and delivery terms and the right of withdrawal, before the contract is concluded.
Consumer disputes may be resolved through consumer arbitration committees, mediation or consumer courts, depending on the value of the claim and the applicable rules.
They are generally permitted, provided that the consumer is clearly informed in advance of the price, the renewal and how to cancel, and that cancellation is not made unreasonably difficult.