A click on the “order” button is worth as much as a signature on paper. According to the law, every purchase made online in the Republic of Moldova is considered a distance contract, with legal rights and obligations for both the consumer and the trader, IPN reports.
A briefing note as part of the national consumer information campaign “Consumer rights are my rights!” shows an increase in internet shopping. From electronics and clothes to airline tickets and tourist services, these purchases have prompted the authorities to give consumers special protection. The Civil Code defines a distance contract as an agreement concluded over the internet, telephone or social networks, without the physical presence of both parties.
A distance contract becomes valid as soon as the consumer accepts the trader’s offer, either on the website, through the app or in a written message. The condition is that the process is clear, transparent and fully informed. In the absence of essential elements such as visible terms and conditions or order confirmation, the contract may be void.
The law obliges traders to provide all relevant information before finalizing the order: product characteristics, full price, identification data, payment terms, delivery and return. There must also be a clear button, such as “Order with obligation to pay” or “Pay now”. The absence of these details may release the consumer from any contractual liability.
After concluding the contract, the buyer has the right to change his mind within 14 days without giving any explanation. In this case, the trader is obliged to refund the money, including delivery costs, within a maximum of 14 days of receipt of the withdrawal request. However, the consumer must only return the product within the same period and bear the costs of return if he has been informed in advance.
The legislation also provides for exceptions. Personalized goods, products unsealed for hygienic reasons or digital content downloaded with the user’s consent can no longer be returned. However, the contract is only valid if the essential information has been provided in a durable medium, such as a PDF file, e-mail or written message.
If the consumer’s rights are not respected and the trader refuses to settle the dispute out of court, the consumer can turn to the competent authorities in the Republic of Moldova or, in the case of sellers from the European Union, to the European Consumer Center.
