In Romania, consumer online shopping has moved from being a novelty to an everyday habit. People now buy everything from fresh food to streaming subscriptions with just a few clicks. Along with this growth comes rising expectations: customers want quick delivery, clear information, and the reassurance that they are treated fairly.
For businesses, meeting these standards is not just about staying on the right side of the law. It has become a question of credibility and long-term success. Respecting consumer rights helps avoid sanctions from the National Authority for Consumer Protection (ANPC), but it also builds trust—often the real factor that tips the balance when a customer is choosing between one platform and another. Companies that cut corners with vague refund rules or hidden charges might save in the short run, but they risk fines, reputational harm, and a loss of loyal clients that can be much harder to repair.
Transparency as the foundation of e-commerce compliance
The first and most important obligation for any Romanian online seller is transparency. Businesses must ensure that consumers understand exactly what they are purchasing. That includes clear pricing, including taxes and shipping costs, accurate product descriptions, and accessible terms and conditions.
One of the recurring mistakes seen in practice is the failure to provide information in plain language. Technical or overly legalistic terms often confuse customers and may be challenged as unfair contract clauses. The law requires businesses to communicate rights and obligations in a way that an average consumer can understand. In other words, simplicity is not only good marketing; it is a legal safeguard.
Rights of withdrawal and refunds in digital consumer rights
One of the key protections for online shoppers is the right to send a product back if they change their mind. The rule is simple: buyers usually have 14 days to return what they purchased, and they don’t need to explain why. For companies, this means the option has to be clear on the website and the return steps easy to follow.
When businesses make the process confusing -or worse, hide it- customers often feel cheated. That’s when complaints land on the desk of the National Authority for Consumer Protection (ANPC) or end up in court. On the flip side, companies that handle returns fairly and quickly usually gain something much harder to buy: trust. And trust often turns first-time shoppers into loyal clients.
Refunds should also be fast. The standard is within two weeks of receiving the goods back. If companies drag their feet, buyers get frustrated, and regulators don’t look kindly on delays either. This is one of the areas authorities check most often, precisely because it affects how safe people feel when they shop online.
Digital goods and services: a growing area of regulation
The growth of streaming platforms, apps, and software subscriptions has led to new obligations for businesses offering digital content and digital services. Unlike physical goods, these products raise issues such as functionality, security updates, and compatibility with devices.
For example, if a company sells software that becomes unusable due to a lack of updates, the consumer may have the right to terminate the contract or request a price reduction. Similarly, companies must ensure that any digital product functions as advertised at the time of purchase and continues to do so for a reasonable period.
These rules reflect the broader European strategy of giving consumers confidence in digital markets. For Romanian businesses, it means they must invest in post-sale support and technical compliance, not just in the initial transaction.
Sustainability, green claims, and new consumer expectations
One of the most important trends in EU consumer protection is the shift towards sustainability. Recent legislation empowers consumers to demand more information about the durability, repairability, and environmental impact of products. For Romanian companies, this means that advertising claims like “eco-friendly” or “green” must be substantiated with evidence.
The ANPC has already begun monitoring environmental claims, and misleading advertising in this field may result in significant fines. Beyond compliance, this shift represents an opportunity: businesses that can credibly demonstrate sustainable practices are likely to appeal to an increasingly environmentally conscious customer base.
Platforms, marketplaces, and online intermediaries
Many Romanian businesses sell through platforms such as marketplaces or social media. These environments carry additional risks because they blur the line between sellers and intermediaries. Consumers must always know who they are contracting with—the platform or the individual trader.
Platforms themselves are now under stricter duties to monitor unfair practices, ensure price transparency, and provide effective complaint-handling mechanisms. Romanian companies using these channels should review how their products are presented and ensure that their contractual partner information is always visible.
Handling consumer complaints and disputes
Disputes are inevitable in e-commerce. The key for businesses is to have efficient, transparent, and customer-friendly complaint mechanisms. Often, a simple and fast resolution prevents escalation to the ANPC or courts.
Alternative dispute resolution (ADR) and online dispute resolution (ODR) tools are increasingly promoted by regulators as cost-effective ways to settle conflicts. For businesses, this means that investing in complaint-handling systems and staff training is not only about compliance but also about maintaining long-term customer loyalty.
At the same time, companies should be aware that consumer associations in Romania now have stronger powers to bring collective actions on behalf of groups of consumers. This makes systemic non-compliance particularly risky, as it can lead to larger claims and significant reputational harm.
Practical strategies to ensure compliance
For Romanian businesses looking to stay ahead, compliance with consumer rights should be treated as an ongoing process rather than a one-time exercise. Best practices include:
- Conducting regular audits of websites, apps, and contracts to ensure that all mandatory consumer information is provided clearly.
- Training customer-facing staff so that they can explain rights such as withdrawal or warranty in simple terms.
- Monitoring advertising and sustainability claims to ensure they are evidence-based and not misleading.
- Establishing quick and fair refund and complaint-handling procedures, which often turn dissatisfied customers into loyal ones.
- Documenting compliance efforts, which can be crucial in defending against regulatory investigations.
Building trust through compliance
At its core, consumer protection law in Romania is designed to balance the power between businesses and customers. Companies that treat compliance as part of their customer service strategy tend to perform better in competitive online markets.
By being transparent about pricing, honest in advertising, and responsive in handling complaints, businesses not only reduce legal risks but also strengthen their brand. In an era where consumer reviews and online reputation spread instantly, compliance is directly tied to market success.