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

Notify the seller (email, form, letter)
Return the product within 14 days
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

Repair
Replacement
Price reduction
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

Right	Deadline
Withdrawal	14 days
Warranty (new)	3 years
Warranty (used)	18 months
Refund after return	14 days
Delivery (no agreement)	30 days

Practical Tips

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

Conclusion

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