consumer attitudes towards cross- border trade and consumer protection

FLASH EB 358 “Consumer attitudes towards cross-border trade and consumer ... 2.1 Levels of confidence in domestic and cross-border online purchases . ..... Respondents who have good knowledge of consumer rights are more likely to have ..... In contrast, only 30% and 14% of respondents who left school aged 15 or.
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Flash Eurobarometer 358

CONSUMER ATTITUDES TOWARDS CROSSBORDER TRADE AND CONSUMER PROTECTION

REPORT

Fieldwork: September 2012 Publication: June 2013

This survey has been requested by the European Commission, Directorate-General for Health and Consumers and co-ordinated by Directorate-General for Communication. This document does not represent the point of view of the European Commission. The interpretations and opinions contained in it are solely those of the authors.

Flash Eurobarometer 358 - TNS Political & Social

FLASH EUROBAROMETER XXX

Flash Eurobarometer 358

Consumer attitudes towards cross-border trade and consumer protection

Conducted by TNS Political & Social at the request of the European Commission, Directorate-General for Health and Consumers

Survey co-ordinated by the European Commission, Directorate-General for Communication (DG COMM “Research and Speechwriting” Unit)

“Title”

FLASH EB 358

“Consumer attitudes towards cross-border trade and consumer protection”

TABLE OF CONTENTS

INTRODUCTION ............................................................................................................................ 3 MAIN RESULTS ............................................................................................................................. 5 1.

DOMESTIC AND CROSS-BORDER SHOPPING VIA THE INTERNET .............................................. 9 1.1

Overall level of online purchases .................................................................................... 9

1.2

Domestic and cross-border online purchases ................................................................ 16

2. CONSUMER CONFIDENCE AND ATTITUDES TOWARDS DOMESTIC AND CROSS-BORDER PURCHASES ................................................................................................................................ 23 2.1

Levels of confidence in domestic and cross-border online purchases ............................. 23

2.2

Outlook for cross-border shopping in the EU ................................................................ 33

2.3

Knowledge of the European Consumer Centres ............................................................ 42

3.

FEELING PROTECTED AS A CONSUMER ................................................................................. 45

4.

KNOWLEDGE OF CONSUMER LEGISLATION .......................................................................... 57

5.

6.

4.1

Cooling-off period in distance selling ............................................................................ 57

4.2

Right to return defective products ............................................................................... 59

4.3

Unfair commercial practices – receiving unordered products ........................................ 61

4.4

Validity of contract terms ............................................................................................ 63

4.5

Overall levels of knowledge ......................................................................................... 65

PROBLEMS AND COMPLAINTS ............................................................................................. 67 5.1

Overall incidence of problems and complaints.............................................................. 67

5.2

Problems with the delivery of online purchases ............................................................ 78

UNFAIR COMMERCIAL PRACTICES........................................................................................ 85 6.1