The new EU Consumer Rights Directive: an empirical study on compliance issues by e-tailers

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The European Union (EU) adopted a new Directive on Consumer Rights (Directive 2011/83/EU) (CRD) that came into effect on 13 June 2014. Its purpose is to align and harmonize national consumer rulesapplicable to domestic as well as cross-border consumer shopping within the EU Member States. The CRD applies to on-premises, off-premises and distant contracts ensuring a high level of protection to consumers. It is obligatory for online retailers (e-tailers) selling goods or services who are based in an EU and European Economic Area (EEA) member country, to comply with the provisions of the CRD.

The article critically examines the provisions of the CRD applicable to online shopping and investigates to what extent e-tailers in the EU comply with these provisions. Data for the study have been collected from 60 EU websites selling goods to consumers across the EU. The examination reveals that significant number of e-tailers fail to provide the requisite information as stipulated by the CRD. The information provided by them is either incomplete or incomprehensible from the standpoint of a consumer. The article provides a few recommendations, which may assist in e-tailers complying with the CRD provisions.
Original languageEnglish
Pages (from-to)282-309
Number of pages28
JournalJournal of Business Law
Issue number4
Publication statusPublished - 2017


  • EU Consumer Rights Directive
  • online shopping
  • empirical study
  • e-tailer
  • pre-contractual information

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