Basic rights when buying technology online in Spain

Which are yours What are your basic rights when buying technology online in Spain? Buying technology online is incredibly convenient, but it requires a thorough understanding of your warranties and obligations to avoid unpleasant surprises. Every March 15th, World Consumer Rights Day is commemorated, highlighting the importance of ensuring your rights aren't forgotten when you click "pay." In the digital environment, Your rights are advancing and must be respected. as much as in a physical store.

In Spain and the European Union there is a robust framework that protects those who buy online: mandatory prior information, delivery times, withdrawal, guarantees, data protection, payment security (How do I ensure my purchases are protected?) and effective complaint channels. If you know what to demand and how to claim itYou shop with more peace of mind, avoid fraud, and have more options to resolve problems without complications.

Essential rights when buying technology online

Before paying, the store must clearly identify who is The seller's company (name or business name, tax ID/VAT number, address, email, telephone number, and other contact information). This information usually appears in the Legal Notice or Legal Area of ​​the website and forms part of the minimum required transparency.

In addition to identity, you have the right to receive truthful, clear and understandable information Regarding the product or service: key specifications, final price including taxes, shipping costs, commercial terms, any delivery restrictions, and offer duration. This information becomes part of the contract unless you expressly agree otherwise.

The total cost should be crystal clear to you during the purchase process: Price includes VAT, taxes and surchargesThe seller cannot add surprise amounts at checkout, and any additional payments (e.g., gift wrapping, express delivery, or insurance) require explicit consent; pre-ticked boxes are not valid.

When you complete the online purchase, the company is obliged to send you a confirmation of the contract on a durable medium (email, downloadable document or message in your account), which you can keep and which the employer cannot unilaterally modify.

Remember that, unless otherwise agreed, the store must deliver the order. without undue delay and within a maximum of 30 days from the date of contracting. If they cannot meet the deadline, they must inform you so you can decide whether to wait or cancel and get your money back.

Preliminary information, prices and payments: what the store should tell you

In distance sales (internet, telephone, catalog or home delivery), the seller must provide additional information before the purchase, such as email address, business registration numberProfessional title if applicable, VAT number, possible membership in a professional association, dispute resolution mechanisms and available after-sales services.

It should also inform you about delivery restrictions (For example, if it doesn't ship to certain islands or countries). A domain ending in .es or .eu doesn't guarantee that the company is based in Spain or the EU; it's advisable to verify the actual address and company details, and avoid buying a counterfeit mobile phone.

When the order involves payment, the website must enable a button or unambiguous action that makes it clear that Placing an order implies an obligation to payThat clarity is part of the protection against opaque charges.

In Spain, companies cannot pass on the costs to you. Additional fees for paying by card debit or credit. If surcharges apply for certain payment methods, they can never exceed the actual cost incurred by the merchant for processing that method.

If the company provides after-sales telephone support, the number cannot be a premium rate number: They must apply the basic rate. For inquiries or complaints about your purchases or contracts, avoiding unjustified extra costs.

Shipping, delivery and responsibility during transport

Unless otherwise agreed, the seller must deliver the product to you. within 30 calendar days From the moment you close the contract. If there is a delay without justified cause and you have requested a refund, you can claim the return of the amount paid and, if the merchant does not return the money within the stipulated period, even demand double the amount owed in certain legally provided cases.

Until you receive the package, the seller is responsible for any damage or loss. That is, if the product arrives broken or never arrives due to a shipping problem, the selling company respondsNot you. Document the incident with photos and report it as soon as possible.

When an item is unavailable, the company must inform you and issue a refund without undue delay. Delays in the return They may generate legal consequences and the right to compensation, depending on the case and the applicable regulations.

For cross-border purchases within the EU, check if the store offers [this service/service]. shipping limitations to your region. This detail must be shown before payment, along with estimated costs and deadlines.

Purchase confirmation and documentation that should be kept

Once the order has been placed, the company has to send you contractual confirmation (via email or equivalent channel). Keep it, along with the invoice, delivery note, terms and conditions, and relevant screenshots of the offer.

Keeping documentation is key to managing warranties or claims. It is advisable to retain it, at least, for the legal guarantee period of the product. If you contact us via chat, phone, or email, please save the communications and incident numbers.

Before you buy, take a moment to read the general terms and conditions and the legal notice. That quick read will reveal returns policies, deadlines and costsand allows you to detect questionable clauses. Contracts should be written in simple, understandable terms and without unfair terms.

Right of withdrawal: 14 days to return without giving reasons

As a general rule, you have the right to withdraw from the contract within 14 calendar days From the moment you receive the product, without having to justify the reason and without penalty. This right also applies to services contracted remotely, with some nuances regarding when the service begins.

If the retailer does not properly inform you of your right of withdrawal, the deadline is extended until 12 additional monthsTherefore, it is advisable to check the returns section and keep proof of the information provided on the website.

When you exercise your right of withdrawal, the store must refund you the amount paid, including any shipping costs. initial shipping costsWithin a maximum of 14 days from the date you communicate your decision. Return shipping costs are usually your responsibility, unless the company states otherwise.

There are exceptions where withdrawal is not permitted. Below is a list of the most common cases in which... No refunds are accepted for withdrawal.:

• Services already fully implemented with your express consent and recognition of the loss of the right.
• Goods or services whose price depends on market fluctuations unrelated to the employer during the withdrawal period.
• Articles made in accordance with consumer specifications or clearly customized.
• Products that can deteriorate or expire quickly.
• Sealed goods not eligible for return due to health or hygiene reasons and that they have been unsealed.
• Goods that, by their nature, have inseparably mixed with other goods after delivery.
• Alcoholic beverages whose price was agreed upon in the sale and cannot be delivered before 30 days, and whose The real value depends on the market.
• Visits requested for urgent repairs or maintenanceIf additional goods or services are provided during that visit, the withdrawal will apply to the additional goods or services.
• Sound recordings, video recordings or sealed software unsealed after delivery.
• Daily press, newspaper publication or magazines (except subscriptions).
• Contracts entered into through public auctions.
• Accommodation services (not housing), transport of goods, vehicle rental, food or leisure activities with a specific date or period.
• Digital content not supplied on a tangible medium when the execution has begun with your express consent and knowledge that you lose the right to withdraw.

Legal guarantee and options if the product is not as described

If the item is defective, does not work as promised, or does not match the description, the law gives you the right to have it replaced: repair or replacementand when this is not possible or is disproportionate, a price reduction or termination of the contract.

For goods purchased from 1 January 2022 onwards, the liability period for non-conformity is three years from the date of delivery. For digital content or services, the timeframe is two yearsFor purchases made before that date, the legal warranty for new goods was two years. For second-hand goods, a shorter period can be agreed upon, but never less than one year.

Since 2022, it has been presumed that non-conformities manifested in the first two years from the delivery of the goods already existed at that time; in the case of digital content or service supplied in a single act, the presumption extends one yearIn previous contracts, the general presumption was six months.

The repair or replacement must be free of charge, in a reasonable time and without major inconveniences. While the process is underway, the deadlines for reporting non-conformity are suspended. If it is impossible or excessively burdensome for the consumer to contact the business, they can file a claim directly with the producer.

The commercial warranty (in addition to the legal warranty) may be offered free of charge by the seller or purchased separately. Your document must state your right to free warranty coverage. legal corrective measures, guarantor details, procedure for using it, goods or contents to which it applies, duration and territorial scope.

Spare parts, after-sales services and repairs

For durable goods, the consumer has the right to a appropriate technical service the existence of spare parts for 10 years after the product ceased to be manufactured (5 years for goods manufactured before January 1, 2022), for example XR controllers and accessories.

For repairs, the invoice must itemize price of spare parts and laborThe price list for the parts must be publicly available. Always ask for your receipt or deposit slip with the date, condition of the item, and the work requested.

You have a period of a year to collect Goods left for repair. For items stored before January 1, 2022, the deadline for retrieving them was three years. Keeping receipts and communications facilitates any subsequent claims.

What does “conformity” mean in goods and digital content/services?

A digital product or content/service is compliant with the contract if it conforms to the description, type, quantity, qualityIt features the promised functionality, compatibility, and interoperability, in addition to those expressly agreed upon. It also includes relevant technical issues such as What is DRM? and how it may affect the use of the content.

It must be suitable for normal use and for the specific use that the consumer has indicated and the business has accepted. It must also be delivered with accessories, packaging, and instructions that the user can reasonably expect and that have been agreed upon.

In the case of digital content or services, the business owner must provide them with the relevant updates (including security) as agreed and as the consumer can expect, maintaining accessibility and continuity in the terms of the contract.

The quality, durability, and other characteristics must be up to par with what a reasonable user would expect of similar goods. If this is not the case, your rights to repair, replacement, price reduction or termination come into play.

Privacy, cookies and secure shopping: protect your data

The store must provide transparent information about how and why We process your personal data, protecting your rights of access, rectification, objection, erasure, and other rights under data protection regulations. Do not share information that is not necessary for the purchase.

The use of cookies or other storage devices requires clear information and, where appropriate, consent From the user. Review the privacy and cookie policies, and configure your preferences with common sense.

To shop safely, check that the website uses HTTPS and valid certificateEnsure that legal information is readily available and that they accept secure payment methods (recognized cards or platforms). Avoid transfers if you lack guarantees, as recovering money in the event of fraud is more difficult.

Knowing risks such as phishing, identity theft, or ransomware Helps you avoid digital scams: Be wary of urgent emails asking for information, check the URL, and don't download files from dubious sources.

How to complain if something goes wrong and who can help you

If you encounter a problem, identify the issue and review the store's policy. First, contact the seller through official channels and explain the situation. clarity and evidence (photos, order number, emails). Keep all traces of communication.

If the answer doesn't convince you, you have the following at your disposal: European ODR platform (Online Dispute Resolution), a free portal for managing online purchase complaints between consumers and businesses in the EU. It is useful in cross-border disputes.

You can also contact the European Consumer Centre in Spain for information on purchases from companies in other member states. At the local level, city councils and regional governments also have their own resources. consumer information offices and consumer arbitration boards that can mediate or process claims.

In Spain, consumer authorities and consumer organizations offer advice and complaint templates. If the case requires it, seek legal assistance specialized in assessing the best strategy.

Consumer obligations: it's not all rights

The buyer must also comply with: pay the agreed price in a timely manner, and cover the expenses that, unless otherwise agreed, correspond to him after delivery (for example, the cost of sending the return if so indicated).

Keep the transaction documentation safe: accepted general terms and conditions, order confirmationInvoice, proof of payment, delivery note, and communications with the company. A screenshot of the offer may resolve future questions.

Use secure payment methods and activate security measures (two-step verification, digital wallets, balance limits). These details make all the difference in the event of a eventual dispute or fraud.

Please note that this guide is for informational purposes only. For legal accuracy, please consult current Spanish legislation and European directives that regulate e-commerce and distance contracts. digital guarantees and contentThe law is updated, and it's best to stay informed.

When you know your rights, you shop with less fear and more discernment. Identifying the seller, demanding complete information, verifying that the payment is secure, monitoring delivery times, exercising your right to withdraw from the purchase when applicable, and activating the warranty if something goes wrong are steps that, when well coordinated, They protect you from abuse and mistakesAnd if the conflict persists, European and Spanish mediation and claims channels are there to help you recover the money or product you expected.