An unknown shop displays the product you are looking for at an unbeatable price: before entering your card number, a few minutes of checking are often enough to tell a genuine seller from a site that will never send anything. The checks below are based on the recommendations of the DGCCRF (the French consumer protection and fraud control authority) relayed by Service-Public.fr, the French government’s official information site, and those of the Institut national de la consommation (INC, the French national consumer institute). These checks are also useful for a very small business ordering equipment online, but the rights set out below (delivery, withdrawal) are those of consumers.
Identify the seller before any purchase
A reliable website clearly states who operates it. Carry out these checks in order:
- Read the legal notices (mentions légales) and the general terms and conditions of sale, usually in the footer. The former identify the website’s operator, the latter set the conditions for delivery, warranty and returns, according to the INC. Reading them also helps you spot unfair terms.
- Do not trust the “.fr” extension: it does not guarantee that the website is operated by a French company, Service-Public.fr points out. Only the legal notices tell you that.
- Type the name of the website or the product into a search engine, possibly followed by the word “scam” (arnaque), as the DGCCRF advises: other buyers may already have reported a problem.
- Choose a French or European seller. Claims against a website based outside the European Union are less likely to succeed, and European websites better guarantee the right of withdrawal.
Warning signs in the offer itself
Several clues should make you slow down before ordering:
- An offer that is too tempting. Service-Public.fr urges caution before placing an order.
- A discount without a credible reference price. Any announced reduction must refer to the lowest price the seller itself charged over the previous 30 days, the INC specifies.
- Reviews that are too good to be true. Reviews can be fake: positive ones written by the seller or an agency, or negative ones posted by a competitor. Fake reviews are banned in France, but be wary of glowing reviews.
- A vague product page. Check the full name, size or dimensions, composition and which accessories are or are not included, rather than relying on the photo alone.
When paying: the checks that protect your card
The payment page is where the risks are concentrated. Before confirming:
- Reread the summary: order details, total price, delivery charges. Look out for pre-ticked boxes and extra payments slipped into your basket without your knowledge. The order must be confirmed in two clicks: the first to check and correct, the second to conclude the contract.
- Check the address of the payment page: it must begin with “https://”, often accompanied by a padlock. The INC warns, however, that this sign is not enough to guarantee that a website is reliable: it only indicates an encrypted connection.
- Accept the strong authentication offered by your bank (code received by text message, digital key, etc.). The “Visa Secure”, “CB Paiement sécurisé” or “Mastercard Identity Check” logos indicate this system.
- Limit your card’s exposure. The INC mentions cards with a dynamic security code, which changes at regular intervals, and e-wallets such as PayPal or Paylib, which avoid sending your bank details to the merchant. Do not save your card on retail websites and avoid public Wi-Fi when paying.
After ordering: what the law guarantees you
Check that you receive an order confirmation and that the amount debited matches what you accepted. Keep these records. If no delivery date was announced, the seller must deliver without undue delay and no later than 30 days after the contract was concluded, according to Article L216-1 of the French Consumer Code (version in force on 15 November 2026).
For a distance purchase, the Service-Public.fr page on the right of withdrawal sets the following rules:
- you have at least 14 calendar days to withdraw, starting from the day after you receive the goods, without having to give a reason;
- if the seller did not inform you of this right, the period is extended by 12 months from the end of the initial period;
- the withdrawal must be declared in writing: sending the parcel back is not enough;
- the goods must be returned no later than 14 days after you send your withdrawal, and the refund must be made no later than 14 days after the seller was informed of your decision, using the same means of payment unless otherwise agreed.
If there is a problem with the order
First contact customer service by phone. If you do not get a satisfactory answer, send a registered letter with acknowledgement of receipt and keep a copy of all correspondence. You can report the problem to the DGCCRF on the SignalConso platform, the government’s consumer reporting service, Service-Public.fr indicates. For information, the DGCCRF’s RéponseConso service answers on 0809 540 550 (standard-rate number), and a consumer association can assist you, according to the official page. For a specific situation or a significant dispute, contact these organisations.
Frequently asked questions
Does the padlock in the address bar prove that a website is reliable?
No. The “https://” and the padlock indicate that the connection is encrypted, which is essential for paying, but the INC points out that this does not guarantee the seller’s honesty. Also check the legal notices and the website’s reputation.
Is a “.fr” website necessarily a French company?
No. Service-Public.fr specifies that the extension does not guarantee that the website is operated by a French company. The legal notices show who is really behind it.
How long do I have to withdraw after an online purchase?
At least 14 calendar days, counted from the day after you receive the goods, extended by 12 months from the end of the initial period if the seller failed to inform you. The withdrawal must be made in writing.
The seller gave no delivery date: how long can it wait?
No later than 30 days after the contract was concluded, according to Article L216-1 of the French Consumer Code. Beyond that, contact customer service and then, if necessary, send a registered letter and report the problem on SignalConso.
How can I pay while limiting the risks?
Accept your bank’s strong authentication, do not save your card on the website and, if possible, prefer a card with a dynamic security code or an e-wallet that does not send your bank details to the merchant.
Sources
- Achats en ligne : vérifier la fiabilité du site commerçant — Service-Public.fr, 2025-02-05
- Achats en ligne : nos conseils pour sécuriser vos achats — Institut national de la consommation (INC), 2025-11-18
- Achat à distance : droit de rétractation du consommateur — Service-Public.fr, 2026-01-01
- Code de la consommation, article L216-1 (version en vigueur au 15 novembre 2026) — Légifrance, 2021-10-01