1. EU Awareness raising campaign on Consumer Rights

2. What is the campaign? Awareness raising campaign on Consumer Rights launched by the European Commission, DG Justice Targeted countries: Bulgaria, Cyprus, Spain, Greece, Italy, Latvia, Poland, and Portugal Main target groups: - Consumers (especially 18-25 and over 60 year-olds) - Traders (especially micro and small enterprises)

3. Objectives Increase awareness among consumers and traders of the existence of EU-wide rights when buying and selling goods or services Communicate information about their specific rights and obligations, what these mean in practice and how to exercise them Raise awareness about EU legislation in the field (e.g. Directive on Consumer Rights) Direct target groups to the Your Europe section on EUROPA www.europa.eu/youreurope www.europa.eu/youreurope

4. Why now? Coincides with introduction of the new EU Directive on Consumer Rights (CRD) which will come in force in all Member States by 13 June 2014 – Brings national rules into line so that consumers in the EU all have the same rights – Introduces new rights such as price transparency, refunds, withdrawal from sales contracts – Brings in common rules for businesses to make it easier for them to trade all over Europe

5. EU legislation The Directive on Consumer Sales and Guarantees (99/44/EC) – Consumer goods must be in conformity with the contract of sale; the seller is liable for any lack of conformity that arises within two years The Unfair Contract Terms Directive (93/13/EEC) – Consumers are not bound by unfair terms in a contract signed with a professional The Unfair Commercial Practices Directive (2005/29/EC) – Consumers are protected against misleading advertising and aggressive commercial practices The Directive on Consumer Rights (CRD) (2011/83/EU) – Specifies e.g. information requirements for distance and non-distance contracts, withdrawal rights, and rules on delivery and fees

6. Core message + five key rights for consumers Core message ‘The EU empowers consumers’ Five key rights: – You have the right to truthful advertising – You have the right to have defective goods repaired or replaced – You have the right to contracts without unfair clauses – You have the right to return goods purchased online within 14 days – You have the right to free assistance from European Consumer Centres for problems with a trader abroad

7. Main messages for traders EU laws make it clearer for both consumers and traders when buying and selling goods and services Benefits for businesses – clarity on their responsibilities – higher consumer confidence, especially when buying online or across borders

8. Four key rights for traders Right to refuse reimbursements until goods are received back or proof is received that they have been sent back Right to claim compensation for the diminished value of returned goods which have been visibly used Traders who have been awarded a quality label have the right to make a complaint against a competitor who uses the label without having obtained the necessary autorisation Right to modify the terms of a contract provided that consumers are informed and have been given the possibility to terminate it