🛍️ Buying online in Spain: What are your rights (and responsibilities) as a consumer?

April 18 2025, by Víctor Manuel Morales
4 min reading time

More and more people are shopping online, and although most experiences are positive, it's important to know what rights you have as a consumer and what responsibilities you assume when making an online purchase.

At VicHome, we're committed to a clear, transparent, and secure shopping experience, so we'll explain everything you need to know about this topic.

✅ Consumer rights when purchasing from an online store

1. Right of withdrawal (return without reason)

You have the right to return the product within 14 calendar days of receipt , without needing to justify the reason.
This applies except for personalized, perishable products or those with clearly hygienic use once opened (for example, some bathroom products).

2. Right to receive clear information before purchasing

The e-commerce is required to show you:

Product description.
Final price includes VAT and shipping costs.
Return conditions.
Contact information and responsible company.

3. 3-year legal guarantee

All new products come with a three-year warranty (except for consumables or used products, which may have reduced warranties).
During this period, you can request repairs, replacements, or refunds in the event of a manufacturing defect.

4. Right to receive what was purchased within the agreed period

The store must deliver your order within the stated timeframe (for example, 2-3 business days at VicHome). If this isn't met and the delay isn't justified, you can request cancellation of the order and a full refund.

5. Protection of personal data

The store must comply with the General Data Protection Regulation (GDPR).
Your data is protected and cannot be used without your consent.

⚠️ Buyer's Obligations

As a customer you also have certain responsibilities :

Provide real and up-to-date information (name, address, contact information).
Please review the conditions carefully before finalizing the purchase.
Do not manipulate or damage products if you are exercising your right of return.
Keep the receipt or invoice , as it may be necessary for returns or warranty.
🧭 Best practice : Pick up your order on time and provide prompt service to the delivery person , especially if the logistics company has previously contacted you or attempted delivery. This avoids unnecessary returns and facilitates good service for both parties.

🛡️ Where can you complain if you have a problem?

If the store doesn't respond or the problem isn't resolved, you can try these options:

🔹 Consumption in your autonomous community

You can file a complaint with the Consumer Protection Office in your city or community.
Search for “ Consumer complaints form + [your community] ”.

🔹 EU Dispute Resolution Platform

Available for online purchases within the European Union.
https://ec.europa.eu/consumers/odr

🔹 Consumer organizations

Facua, OCU, and other entities can help you manage conflicts if you are a member.

🧾 And how does VicHome do it?

At VicHome.es we comply with all of the above points because we believe that the best sale is the one that generates long-term trust .

We offer clear information , fast shipping, and a simple return policy.
We only work with products from reliable brands.
And if something doesn't go right, we'll give you a quick, pain-free solution.

🤝 Shopping safely is possible (and your right)

Knowing your rights helps you shop with more confidence and avoid problems. At VicHome, we're on the customer's side. Because we believe that e-commerce doesn't just sell products, but also experience, commitment, and responsibility .