Purchasing food online

Buying food online – keep this in mind 

• Always read the Terms and Conditions before ordering groceries.  

• The order confirmation acts as a receipt for the purchase. 

• Check the items delivered straight away after you receive them.

• You have the right to lodge a consumer complaint regarding problems with food products. 

• As a general rule, food products are excluded from the Act on Distance Contracts and Off-Premises Contracts. So don’t expect to be able to return your goods if you change your mind and want to rescind the purchase. 

Can the shop decline to deliver an order for food to me? 

The shop can decline to deliver food to you, if for example your delivery location is too far away. As it is often fresh produce that is delivered, the shop may have a limited area within which they deliver to. If one shop cannot deliver to you, you can check if another shop will. 

Will I be able to purchase all of the items in the online shop’s product offering? 

It is entirely up to the merchant to decide which items will be available when you shop online. Some merchants are selling items that require a minimum 18-year age for purchase, such as tobacco and alcohol products. When you purchase these, you may need to show proof of age. Usually an ID verification is done when you receive the goods. 

What is the cost for delivery? 

There are no rules on what a charge for home delivery or in-store pick-up may be. Some companies charge no fee at all, while others have a fixed price or different prices depending upon how much you buy. To see what charges you will need to pay, read the Terms and Conditions of the contract before you making your purchase. Contact the merchant if you are unsure of the cost. 

You want to change your order – what happens to your discount? 

It is the company that sets the terms and conditions for any discounts and decides what rules to apply, and whether or not you will retain it. For example, they may offer you a discount if you spend more than a specified minimum amount. If later you then change your order so that the total is less than this minimum, you cannot expect the discount to remain. 

Do I need to sign up or otherwise purchase a membership from the company to shop online? 

It is entirely up to the food shop to set its rules concerning membership and whether it is a requirement or not. Some companies will require you to have a membership and to log in when ordering food for home delivery. Others allow you to shop without an account or as a “guest” on their website. Check to see if the shop charges a fee for a membership. 

Carefully review the order confirmation 

When you purchase food online, often your order confirmation serves as a receipt for your purchase. It should state which items are to be delivered, how and when they are to be delivered, along with how the payment is made. Usually the order confirmation will be sent to the e-mail address that you provided at the time of purchase. 

In some situations, the shop may initially notify you that they have received your order. In such a situation, the purchase is not complete and you have not yet entered into a contract with each other. Once the shop has accepted your order, you will receive your order confirmation. 

If you do not receive an order confirmation, you should contact the shop and enquire as to what has happened to your order. 

Errors in the order confirmation 

If you find an error in the order confirmation, you need to contact the merchant to discuss a solution. 

If it is you who has made the mistake, under some circumstances it may be difficult to get the merchant to remedy the situation. If the mistake was made by the merchant, for example a technical error on the website, you can insist that the merchant corrects it. 

What if the food is spoiled or something is missing? 

You have the right to make a complaint regarding problems with food products. To make a complaint you should contact the company when you detect a fault with the items you have ordered or if an item is missing from the delivery.

Usually you can enforce the statutory guarantee within three-year after the purchase however you must contact the company with your complaint within two months of detecting the defect or problem. Bear in mind that many food products are fresh and perishable, and therefore the time for lodging a complaint is shorter. Therefore, check the goods at once and contact the shop straight away if anything is wrong or if the packaging seal is broken. 

If the shop agrees your complaint is valid, they will rectify the issue, which usually means replacing the damaged or spoiled food. If it is not possible to provide a replacement food product, you are entitled to a refund. If something is missing, the shop has an obligation to arrange for you to receive the missing item as soon as feasible or offer you a refund. 

Can the company substitute items in my order? 

Many grocery shops have a policy of substituting what was ordered for different items, when necessary. This often occurs for instance if the specific item you ordered is not available when the shop is packing up your food order. They can make a substitution however the replacement item should be the equivalent to what you ordered plus the shop should notify you of the substitution before it is delivered to your home. 

If the shop doesn’t send you a substitution item, it must make a price adjustment to your order and notify you of this. 

What can I do if my order has not arrived? 

If the delivery order of your order is late, or it does not arrive at all, contact the shop to discuss this and ask them to remedy the problem. If this delay causes you serious problems, you may have the right to cancel your purchase. Cancelling the purchase means that the purchase transaction is cancelled and you are not obligated to pay for the goods. Then the shop is under no obligation to deliver the goods to you. 

If the shop uses a different company for the delivery 

For the delivery of the goods to their customers some shops outsource their deliveries to another company. Is it best to still contact the shop, not the delivery company, if there is a problem with the delivery. The shop is responsible for your order and that it is properly delivered, and it falls on them to assist you in the event of any problems. 

What happens if I refuse delivery? 

If you do not accept delivery of the goods when they arrive, the company may be entitled to impose a charge on you for this. The charge is usually indicated in the Terms and Conditions of Sale. The charge must be a reasonable amount. 

Do I have a right of withdrawal when buying food products online? 

You do not have a right to rescind an order of food that can spoil quickly. This includes dairy products, fresh meat, fruits and vegetables. For other foods and products, you should have a 14-day right of withdrawal. 

The right to withdraw will not apply when you subscribe for a “food bag” delivery, for example where the merchant sends you a selected food bag on a schedule. In such situation, the right to withdraw does not apply. 

How do I return goods if I change my mind and want to rescind the purchase? 

You and the company need to work out how to return the goods. The fact that you’ve had them delivered to your home doesn’t mean you can insist that the shop picks them back up. But the shop may be able to assist you in arranging the return in an easy and convenient way, for example if they have a delivery nearby or if you can send back the goods the next time you order something from them delivered. 

For you to be responsible for the cost of returning the goods, the company must have clearly stated this, for example in the terms and conditions of sale. However when you have made a complaint, i.e. when you have received a defective product and you have to send it back, the company is always responsible for the return cost. 

If you do not reach an agreement with the company

If you do not come to an agreement to resolve the issue and the cost of the goods is at least SEK 500, you can file a request for assistance with the National Board for Consumer Disputes (ARN). ARN will review your case at no cost to you and then make a recommendation as to how the dispute should be resolved. Most companies follow ARN’s recommendations. It usually takes about 6 months for ARN to issue its opinion and recommendation. 

When you contact ARN, you can provide support for your case by presenting supporting documentation as evidence. Therefore save the order confirmation and all written contact you have with the company. 

Submit an application on ARN’s website 

If you are unsure what to do, you can always contact us at Hallå Konsument. 

Contact Hallå Konsument

Many municipalities also offer consumer advice and can provide you with support in your case.