Consumer Rights in Online Purchases in Portugal

Introduction

Online purchases are protected by specific legislation that grants important rights to consumers. This guide explains the main rights in distance purchases in Portugal.

Legal Framework

Applicable Legislation

• DL 24/2014 (distance contracts)
• DL 67/2003 (warranties)
• Law 24/96 (Consumer Protection Law)
• Regulation (EU) 524/2013 (online dispute resolution)

Right of Withdrawal

Deadline

• 14 days to withdraw from the purchase
• Counted from receipt of the goods
• No justification needed

How to Exercise

1. Notify the seller (email, form, letter)
2. Return the product within 14 days
3. Receive refund within 14 days after return

Exceptions

Does not apply to:

• Customized products
• Perishable products
• Digital content already downloaded
• Sealed products for hygiene reasons
• Tickets for events with set dates

Warranties

Legal Warranty

• 3 years for new goods
• 18 months for used goods (minimum)
• Presumption of original defect in the first 2 years

Rights in Case of Defect

1. Repair
2. Replacement
3. Price reduction
4. Contract termination

Mandatory Information

The seller must clearly inform:

• Identity and contacts
• Product characteristics
• Total price (including taxes and shipping)
• Payment and delivery methods
• Right of withdrawal
• Warranties

Complaints

Complaints Book

• Mandatory for online sellers
• Available in electronic format
• Access at: livroreclamacoes.pt

Arbitration Centers

• Alternative dispute resolution
• Free or low cost
• List at: consumidor.gov.pt

ODR Platform

• For cross-border EU purchases
• Access at: ec.europa.eu/odr

Deadlines Table

Practical Tips

1. Keep receipts - Order confirmation, invoices
2. Verify the seller - Identity, address, contacts
3. Read the conditions - Especially returns and warranties
4. Use secure payments - Card, PayPal, MB Way
5. Document problems - Photos, correspondence

Conclusion

Portuguese consumers are well protected in online purchases. Knowing your rights is the first step to exercising them effectively.