Credit: ECC Luxembourg
On Tuesday 3 November 2026, the European Consumer Centre Luxembourg (ECC Luxembourg) announced the publication of a new information sheet to help consumers make informed decisions and avoid potential risks when shopping or booking services through online platforms.
According to ECC Luxembourg, online platforms have become increasingly common for purchasing second-hand clothing, booking accommodation and buying concert tickets. While these services allow consumers to compare products and prices quickly, the organisation highlighted several precautions to consider before completing a transaction.
It explained that online platforms often act as intermediaries rather than directly selling products or providing services. Consumers should therefore check who they are entering into a contract with and whether the seller is a professional trader or a private individual, as different consumer protection rules may apply.
The organisation also advised consumers to check the country in which the seller or service provider is established, as this may affect how potential disputes are handled.
ECC Luxembourg further warned that the initially advertised price may not include additional service, processing or payment fees. Consumers should carefully review cancellation, delivery, return and refund policies before making a purchase.
The organisation also noted that products or services appearing at the top of search results are not necessarily the cheapest or most suitable options. Some listings may receive greater visibility through paid promotions or the platform's ranking criteria.
Some platforms offer buyer protection schemes that may provide refunds if products are not delivered or do not match their descriptions. However, ECC Luxembourg stressed that these protections depend on each platform's specific conditions, exclusions and deadlines.
Consumers should also avoid making payments outside the platform when possible, particularly when buyer protection requires the use of its designated payment methods.
If a problem occurs, ECC Luxembourg advised consumers to contact the seller or service provider first and notify the platform where appropriate. If the issue concerns the platform itself, consumers should contact its customer service department.
For unresolved cross-border disputes within the European Union (EU), ECC Luxembourg offers free information about consumer rights and assistance in seeking an amicable solution.
ECC Luxembourg forms part of the European Consumer Centres Network (ECC-Net), which includes 29 centres across the EU, Iceland and Norway with services free of charge services.
Further information is available at www.cecluxembourg.lu.
