Italy: Trattare Con I Consumatori - Siete Informati Sulle Recenti Normative?

Dal 13 giugno 2014, i contratti con i consumatori devono conformarsi alle nuove regole sulle vendite di beni, servizi e contenuti digitali. Tutte le aziende che operano con i consumatori nel Regno Unito dovranno attenersi alle nuove regole.

La recente normativa (Consumer Contract – Information, Cancellation and Additional Charges – Regulation 2013) intende assicurare più protezione e informazione ai singoli consumatori attraverso l'imposizione di obblighi rigorosi sui dettaglianti.

Peraltro, si fa presente che una normativa analoga, in attuazione della Direttiva 2011/83/UE, è stata adottata anche in Italia, con il Decreto Legislativo n. 21 del 21 febbraio 2014 (modifiche al Codice del consumo), anch'esso in vigore dal 13 giugno 2014.

Di seguito forniamo i principali aspetti innovativi della nuova normativa. I punti chiave da tenere presente sono:

  • Informazioni pre-contrattuali – è richiesto che talune informazioni siano comunicate prima della stipula del contratto.
  • Diritto di recesso – per quanto riguarda i contratti stipulati a distanza o fuori-sede, il consumatore può esercitare il diritto di recesso entro 14 giorni (un arco di tempo raddoppiato rispetto a quanto stabilito precedentemente). In caso di mancata comunicazione delle informazioni precontrattuali di cui al punto precedente, il diritto al recesso potrà essere esercitato entro 12 mesi circa, invece che entro 14 giorni.
  • Contenuti digitali – i venditori di contenuti digitali sono tenuti a fornire ulteriori informazioni ai consumatori, inclusa la compatibilità dei prodotti in vendita con i vari dispositivi elettronici per la riproduzione degli stessi (ad esempio, nel caso di vendita di contenuti musicali).
  • Obbligo esplicito di pagamento – per i contratti stipulati on-line è assolutamente necessario che sia chiaro il momento in cui si conclude un contratto che comporta per il consumatore un obbligo di pagamento. Ogni tasto on-line deve esplicitare tale informazione e, in ogni caso, utilizzare dicitura inequivocabile.
  • Servizi aggiuntivi – è obbligatorio ottenere il consenso per eventuali pagamenti supplementari di servizi aggiuntivi (come ad esempio la consegna immediata). L'utilizzo di caselle preselezionate è vietato. Il consumatore che non fosse informato relativamente ai costi dei servizi aggiuntivi non sarà tenuto ad alcun pagamento.
  • Resi e rimborsi – In assenza di diverso accordo con il consumatore, è obbligatorio consegnare la merce senza ritardi ingiustificati ed entro 30 giorni dalla data del contratto. Con riferimento ai contratti a distanza o fuori-sede, eventuali rimborsi devono essere effettuati entro 14 giorni.

Deroghe

Non rientrano nell'ambito di applicazione della nuova normativa e sono esentati dall'obbligo di informazione precontrattuale i servizi bancari e finanziari, le vendite di pacchetti-viaggio e di proprietà e i servizi di noleggio. Inoltre, le norme sull'obbligo di informazione precontrattuale e sul diritto di recesso non si applicano ai contratti stipulati fuori-sede che abbiamo un valore inferiore a £42.

Cosa dovete fare?

Chiunque svolga un'attività di vendita al dettaglio o comunque a contatto diretto con i consumatori in Inghilterra deve valutare immediatamente l'impatto della nuova normativa e controllare che i contratti con i clienti e i documenti di vendita siano compatibili e aggiornati alla luce delle recenti regole. È necessario inoltre assicurarsi che anche il sito internet e le condizioni generali di vendita predisposti per i clienti siano immediatamente rivisti ed eventualmente corretti.

The content of this article is intended to provide a general guide to the subject matter. Specialist advice should be sought about your specific circumstances.

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