The Polish competition regulator has accused the European branch of the American e-commerce giant Amazon of not clearly informing consumers about the difference between placing an order and purchasing a product.
Consumers on Amazon’s Polish website have been misled about the moment of concluding a sales contract, product availability, delivery times, and consumer rights, explained UOKiK.
Amazon EU treats orders received via the website as non-binding until it confirms delivery, meaning it can cancel them.
Expressions such as ‘buy now’ and ‘proceed to checkout’ may lead consumers to conclude that they are purchasing goods and that the transaction will be completed immediately after payment, UOKiK explains.
– If consumers knew that an order is not a purchase and that product availability and delivery times are only estimates, they might not use the company’s services – said agency head Tomasz Chrostny.
The terms are clarified on Amazon’s website, but consumers find them difficult to read due to their position on the page and small text, along with the payment options, the regulator notes.
The conditions for delivery guarantees, with the possibility of a refund in case of delays, are not easily accessible, adds UOKiK, noting that it launched the investigation in September 2021 after consumer complaints.
If the complaints are found to be justified, Amazon EU faces a fine of up to 10 percent of its revenue.
Amazon representatives were not available for comment.
