The online shop must immediately inform the consumer of the receipt of his order by e-mail.
Naveen Aricatt (LL.B, team accreditation key account and international)
explains why this criterion is important for you.
The online shop must provide continuously retrievable and clearly indicated identification of the Supplier at a location that is easy to find.
Naveen Aricatt (LL.B, team accreditation key account and international)
explains why this criterion is important for you.
Commercial law specialists certify over 70 individual criteria
The Trusted Shops quality criteria (Code of Practice) are based on European directives that are important for making purchases on the Internet. By complying with the Code of Practice online shops compare favourably with their competitors.
Customers of certified Trusted Shops sellers are protected automatically. Infringements against data protection regulations, non-transparent prices, limitations to the right to cancellations or other risks are checked by Trusted Shops.
- 1.1The trader must provide information identifying him in a ‘supplier identification’ section on the website. The reference to this section must be easily findable and permanently available. It has to contain at least the following information:
- 1.1.1the identity of the trader, such as his trading name
- 1.1.2the geographical address at which the trader is established
- 1.1.3where applicable, the geographical address and identity of the trader on whose behalf he is acting
- 1.1.4if different from the address provided in accordance with point 1.1.2, the geographical address of the place of business of the trader, and, where applicable, that of the trader on whose behalf he is acting, where the consumer can address any complaints
- 1.1.5the trader’s telephone number, fax number and e-mail address, where available
- 2.1The trader may process personal data only if processing is necessary for the performance of a contract to which the user is party or in order to take steps at the request of the data subject prior to entering into a contract
- 2.2Beyond that the processing of personal data may also occur, if
- 2.2.1the user has unambiguously given his consent,
- 2.2.2processing is necessary for the purposes of the legitimate interests pursued by the trader, or
- 2.2.3processing of personal data without the consent of the user is permitted by law.
- 2.3In cases where advertising is sent via e-mail, the trader must provide the user with an effective option to unsubscribe from such mailings in the future. This option must be clearly noticeable for the user.
- 2.4The processing of personal data must be limited to the possible minimum. Furthermore, the trader has to point out, whether replies to the questions are obligatory or voluntary.
- 2.5The trader must provide the user with at least the following information:
- 2.5.1the purposes of the processing for which the data are intended as long as they exceed the performance of the contract (e.g. credit assessment, direct marketing).
- 2.5.2hints on the transfer of personal data to third parties as long as it exceeds the performance of the contract (e.g. payment service provider).
- 2.6The trader must implement appropriate technical and organizational measures to protect personal data against accidental or unlawful destruction or accidental loss, alteration, unauthorized disclosure or access, and against all other unlawful forms of processing. The electronic transfer of payment details must always be carried out via an encrypted connection.
- 3.1Before the consumer is bound by a distance contract or any corresponding offer, the trader shall in a clear and comprehensible manner provide the consumer with the main characteristics of the goods or services, to the extent appropriate to the goods or services.
- 3.2The sale of the goods or services must be strictly legal, i.e.
- 3.2.1The trader may only offer such goods and services which have been clearly approved for sale over the internet at the sole discretion of Trusted Shops.
- 3.2.2The presentation of all texts and images must strictly comply with legal regulations. Compliance shall be determined at the sole discretion of Trusted Shops.
- 3.2.3If the trader sells any goods which may not be sold to customers younger than any specified age, he shall apply an appropriate age control mechanism when such goods are purchased and shall not, to his knowledge, deliver goods to persons under age or provide inappropriate content to minors.
- 4.1The trader must, within the invitation to purchase and in a clear and comprehensible manner, supply the consumer with information on the total price of the goods or services inclusive of taxes, or where the nature of the goods or services is such that the price cannot reasonably be calculated in advance, the manner in which the price is to be calculated.
- 4.2Furthermore, the trader must, within the invitation to purchase and in a clear and comprehensible manner, supply the consumer with information on all additional freight, delivery or postal charges and any other costs or, where those charges cannot reasonably be calculated in advance, the fact that such additional charges may be payable.
- 4.3Before the consumer is bound by a distance contract or any corresponding offer, the trader must provide the consumer with information on the factual freight, delivery or postal charges and any other costs.
- 4.4The trader must supply the consumer with information on the cost of using phone or fax where that cost is calculated other than at the basic rate.
- 5.1The trader must, within the invitation to purchase and in a clear and comprehensible manner, supply the consumer with information on the time by which the trader undertakes to deliver the goods.
- 5.2The trader must immediately inform the consumer about possible delays in delivery and non-availability of goods which are out of stock.
- 5.3The trader must, within the invitation to purchase and in a clear and comprehensible manner, supply the consumer with information on which means of payment are accepted.
- 6.1The supplier must always respond to customer enquiries and complaints within five working days.
- 6.2The trader must offer the Trusted Shops guarantee to all his customers at any order.
- 6.3As part of the Trusted Shops Buyer Protection System, the reliability of the online-shop is measured by asking the customer for a positive, negative or neutral rating of the transaction. These ratings in the ratio to the total number of transactions of the last 12 months result in the reliability index. The reliability index of the trader may not go below 95%.
- 7.1The trader must grant the consumer a right of withdrawal in compliance with the following criteria.
- 7.1.1The withdrawal period shall expire at the earliest after 14 days from
- 220.127.116.11in the case of service contracts, the day of the conclusion of the contract;
- 18.104.22.168in the case of sales contracts, the day on which the consumer or a third party other than the carrier and indicated by the consumer acquires physical possession of the goods.
- 7.1.2The consumer shall only be liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics and functioning of the goods. The consumer shall in any event not be liable for diminished value of the goods where the trader has failed to provide notice of the right of withdrawal.
- 7.1.3The only charge that may be made to the consumer is the direct cost of returning the goods.
- 7.2The consumer may not exercise the right of withdrawal in respect of contracts:
- 7.2.1for the provision of services if performance has begun, with the consumer's agreement, before the end of the withdrawal period,
- 7.2.2for the supply of goods or services the price of which is dependent on fluctuations in the financial market which cannot be controlled by the trader,
- 7.2.3for the supply of goods made to the consumer's specifications or clearly personalized or which, by reason of their nature, cannot be returned (e.g. due to health protection or hygiene reasons and were unsealed after delivery) or are liable to deteriorate or expire rapidly,
- 7.2.4for the supply of audio or video recordings or computer software which were unsealed by the consumer,
- 7.2.5for the supply of newspapers, periodicals and magazines,
- 7.2.6for gaming and lottery services.
- 7.3The trader must provide the consumer with the following information on the right of withdrawal before the consumer is bound by a distance contract or any corresponding offer:
- 7.3.1the duration of the withdrawal period as well as its beginning
- 7.3.2information procedures for exercising the right of withdrawal
- 7.3.3the hint that the right of withdrawal can be executed without giving any reason
- 7.3.4name and address of the recipient of the withdrawal statement
- 7.3.5information on who bears the costs of returning the goods
- 7.3.6where a right of withdrawal is not provided for in accordance with number 7.2, the information that the consumer will not benefit from a right of withdrawal or, where applicable, the circumstances under which the consumer loses his right of withdrawal
- 7.4The right of withdrawal must not be restricted by placing onerous or unfair conditions on the consumer. In particular, any arrangements that stipulate the following for the consumer shall be considered unacceptable:
- 7.4.1any stipulation that the consumer may not return the goods which are no longer in their original packaging or which are used. This does not affect the consumer’s liability for diminished value of the goods referred to in number 7.1.2.
- 7.4.2the requirement for the consumer to pay any administration or penalty fees for exercising the right of withdrawal.
- 7.5If the consumer exercises the right of withdrawal and returns the goods in compliance with the contract, the purchase price must be reimbursed by the trader promptly, at the latest within 30 days after the return of the goods.
- 8.1If General Terms and Conditions are used, they must be clearly indicated by a reference at an easy-to-find location in the online shop and in the ordering process, before the order is submitted.
- 8.2Contract terms and general conditions provided to the recipient must be made available in a way that allows him to store and reproduce them.
- 8.3 The Terms must be easy to understand and be made available in the language of the customer to whom the offer is being made.
- 8.4 The consumer must be able to store and reproduce the Terms in an easy viewable format, preferably by allowing the customer to download and print electronic copies (e.g. HTML, PDF).
- 9.1The trader must inform the user about the different technical steps to follow to conclude the contract clearly, comprehensibly and unambiguously and prior to the order being placed.
- 9.2The trader must make available to the user appropriate, effective and accessible technical means which allow him to identify and correct input errors prior to the placing of the order. The trader must inform about the technical means which allow the buyer to correct input errors clearly and comprehensibly during the ordering process.
- 10.1The trader must immediately confirm the receipt of an order in an electronic way.
- 10.2The trader must confirm the order by sending an e-mail to the consumer. This e-mail must at least contain the following details:
- 10.2.1the information on the trader listed in 1.1.1 and 1.1.2 above
- 10.2.2a description of the goods or services ordered
- 10.2.3the total price of the goods or services ordered, incl. taxes and shipping costs and additional expenses (if applicable)
- 10.2.4information on whether or not the consumer will benefit from the right of withdrawal or, where applicable, the circumstances under which the consumer looses his right of withdrawal.
Awarded: how online shops get the Seal of Approval.
When an online seller registers with Trusted Shops, an individual assessment report is created for their shop, for which all quality criteria are assessed.
Buying online? Yes, sure!
Only when our quality requirements are fulfilled is the Trusted Shops Seal of Approval including Buyer Protection technically integrated by the online seller.
Seal of Approval: how you can verify authenticity