Consumer's Telegram January 2026

Insert of n. 6 - Editorial office: Centro Europeo Consumatori (European Consumer Centre Italy - Bolzano office)

E-COMMERCE

Can Christmas gifts purchased online be returned?
Did the recipient not like the gift purchased online? Check whether you are still within the withdrawal period. Withdrawal is usually only possible within 14 days of delivery. However, the law stipulates that if the seller does not provide correct information about the right of withdrawal, the deadline for exercising this right is extended by 12 months and therefore expires only 12 months and 14 days after delivery. Some shops or online platforms also grant longer withdrawal periods than those required by law.
If, once you have unwrapped the gift, you find that it is not intact, different from what you ordered or does not work, you can instead invoke the legal guarantee by reporting the defect to the seller and requesting repair or replacement as a remedy or, if this is not possible, a refund or a price reduction.
https://www.euroconsumatori.org/it/acquisti_e_ecommerce

TRAVEL

Ski holidays in Austria – don't go without insurance!
Last winter, several consumers contacted the European Consumer Centre (ECC) Italy because they had unexpectedly received large bills for helicopter rescue services in Austria after suffering accidents while on holiday in the mountains. The bills amounted to several thousand euros, with one case involving a claim for almost €13,000.
It is often mistakenly assumed that the European Health Insurance Card (EHIC) also covers helicopter rescue costs, but unfortunately this is not always the case. It is therefore advisable to check in good time that you have adequate insurance cover.
https://www.euroconsumatori.org/it/news_it/942

E-COMMERCE

The Digital Services Act's online fraud reporting mechanism
The Digital Services Act has introduced an obligation for online platforms in the EU to adopt a simple and accessible notification mechanism that allows anyone to report illegal content such as scams, counterfeit products or suspicious sellers. Platforms must assess reports impartially and promptly, communicate the outcome to the user and offer redress through an internal platform complaint procedure or an independent dispute resolution body. The reporting function must be easily identifiable and usable by anyone, without technical or legal expertise.
https://digital-strategy.ec.europa.eu/en/policies/dsa-notice-and-action-mechanism

CASE OF THE MONTH

A Portuguese consumer had booked a rental car to travel to Italy. The car rental company had stated in its terms and conditions that a valid driving licence was required to collect the car. However, the consumer decided to leave her physical driving licence in Portugal, believing that the digital version saved on her phone would suffice. When she went to collect the car, however, she was not handed over the car because she did not have the physical document. Discussions and subsequent e-mail exchanges with the rental company did not lead to a solution: in the meantime, the sum of €530.00 for the booking was charged.
The consumer contacted the European Consumer Centre in Portugal, which shared the case with the ECC in Italy, which took action by contacting the company. Following this intervention, the consumer obtained a full refund of the amount paid.