Q: I recently received three bridesmaid dresses I had ordered online. Upon receipt, I noticed the zips were damaged and couldn’t open or close well. I would like to know what my legal rights are, since the online seller is insisting he is not obliged to accept them back. He is refusing to exchange or refund the damaged dresses. I am still within the 15-day cooling-off period.
A: Since you purchased the bridesmaid dresses online, you should be entitled to a minimum of seven days as a cooling-off period from the day you received the dresses, if the purchase was made from a seller based in an EU member state.
If this is the case and you do not manage to reach an amicable solution with the seller, you may then file a complaint with the European Consumer Centre Malta by sending the details of your complaint to ecc.malta@gov.mt.
If the online seller is locally based, then you should file a complaint with the Office for Consumer Affairs at the Malta Competition and Consumer Affairs Authority.