The Importance of Compliance With the Consumer Rights Directive

The consumer rights directive is enforceable on a local level. Even though this is theoretically straightforward for companies to implement, it will change their business model. The problems come when people who live way out in the highlands and islands will order an item online. They'll be told that the shipping is whatnot, and then they get a call from the retailer the next day saying oh, we have to charge you an extra 50 pounds because you live on an island. If there's going to be additional surcharges, that has to be advised in advance. It may not be possible to say exactly what the shipping surcharge is going to cost. You don't know how much it's going to