Purchasing food online

Handla mat online - Engelska

Shopping for food online has become increasingly common. Many merchants offer both home delivery and ready-packed bags that you pick up yourself. What are your rights if you want to withdraw from the purchase, or if receive a a product that has gone bad, or have problems with the delivery?

Translated page: This text has been translated from Swedish. The text and appearance of the page may look different from the original page.

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 complaint regarding food products. 

  • In general, 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 regret the purchase. 

What applies when you buy food online

  • 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.

  • 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.

  • There are no regulations that determine what a fee for home delivery or in-store pickup of goods should be. Some companies charge no fee at all. 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?

    The company sets the terms for discounts and decides whether they apply or not. For example, you may receive a discount offer if you purchase over a certain amount. If you then change your order so that the total amount is lower, you cannot expect the discount to remain.

  • The company sets its own rules regarding membership and whether it should be 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.

  • When you shop for groceries online, you do not receive a receipt for your purchase. However, you should receive an order confirmation. It should include:

    • Which items will be delivered
    • How and when the delivery will take place
    • What applies to the payment

    You often receive the order confirmation at the email address you provide at the time of purchase.

    In some cases, the store may first notify you that they have received your order. The purchase is then not complete, and you have not yet entered into an agreement. When the store accepts your order, you will receive your order confirmation.

    Haven’t received an order confirmation? Then you need to contact the store and ask what happened to your order.

    Errors in the order confirmation

    If you discover an error in the order confirmation, you need to contact the store to try to find a solution.

    If you made a mistake, it may be difficult to get the store to correct the error. If the problem occurred at the store, such as a technical error on the website, you can demand that the store correct the error.

  • You have the right to make a complaint regarding problems with food products. To make a complaint means to contact the company and complain if you have discovered any defects in the goods or if an item is missing.

    Usually, you have a three-year right to complaint. However, you should report a defective item no later than two months after you discovered the defect. Keep in mind that many food products are perishable. The time to complain is therefore significantly shorter. Therefore, check the goods immediately and contact the store right away if something is not right or if a package is broken.

    The store should primarily fix the error. This usually means that you get the defective food item replaced. If it is not possible to replace the food item, you have the right to get your money back. If something is missing, the store should ensure that you receive your item as soon as possible or get your money back.

  • Many grocery stores substitute items in your order if necessary. For example, if the item you ordered is not available when the store is packing your grocery bag. Read the terms and conditions regarding substitute items before you place your order.

    If you do not receive a substitute item, the store should adjust the price of your order.

  • Contact the store if your order is delayed or does not arrive at all. Ask them to correct the error.

    If the delay causes significant problems for you, you may have the right to cancel the purchase. Canceling the purchase means that the transaction is terminated, and you are not obligated to pay for the goods. The store then has no obligation to deliver the goods.

    If the store uses another company for delivery

    Some stores use another company to deliver the goods. However, you should still contact the store if there are problems with the delivery. The store is responsible for your order and should assist you with any issues.

  • If you do not accept the delivery when it arrives, the company may have the right to charge a fee for it. This is usually stated in the terms and conditions. The fee should be reasonable.

  • Perishable food items cannot be returned. This includes:

    • Dairy products
    • Meat
    • Fruits
    • Vegetables

    For other food items and goods, you should have a 14-day right of withdrawal.

    No right of withdrawal for meal kits

    The right of withdrawal does not apply to meal kits that are delivered regularly. For example, if you subscribe to a specific meal kit that the store assembles.

    How to return items if you change your mind

    You and the company need to agree on how to return an item. You cannot demand that the store pick it up.

    However, the store may help you arrange the return in a convenient way. For example, if they have a delivery nearby or if you can send the item back with your next order.

    For you to be responsible for the return cost, the company must have informed you about it, for example, in the purchase terms.

    But the company should cover the cost if it concerns a complaint, meaning if you received a defective product.

  • If you have ordered food from a restaurant via a food delivery service, it is usually the delivery service you have an agreement with. Check the terms and conditions to see who your contracting party is. It is to them you should turn if you have questions or want to complain.

    What does it cost to have the food delivered home?

    There are no regulations that determine what a fee for home delivery should be. Some companies do not charge any fee at all, while others have a fixed price or different prices depending on how much you order.

    Read the terms and conditions before purchasing to see what fees you need to pay. If you are unsure about the cost, ask the company you want to order from.

    Does the company offer discounts?

    The company sets the terms for discounts. For example, you may receive an offer that only applies if you purchase over a certain amount or within a certain time frame.

    Problems with the delivery

    Is your order delayed, not arrived at all, or cold when you receive it? Then you should contact your contracting party to complain. Demand that they correct the error.

    Is the food so delayed that you no longer have any use for it? Or have you not received the food at all? Then you can demand a refund.

    However, if the food was delayed and you still accepted it, it may be difficult to argue for a refund. In that case, a price reduction may be appropriate. You should not have to accept a store credit or a discount on your next purchase.

    You may also be able to claim compensation for additional costs you incurred due to the delay or the missed delivery. You need to be able to substantiate the costs with, for example, a receipt.

  • If you and the company cannot reach an agreement, you can file a complaint to the public authority the National Board for Consumer Disputes (ARN).

    ARN will assess your case and make a recommendation on how to resolve the dispute. Most companies follow ARN’s recommendations.

    A normal processing time is approximately six months.

    What does it cost to file a complaint with ARN?

    It costs SEK 150 to file a complaint with ARN. When you submit your complaint, you can request that the company compensates you for the cost if ARN makes a recommendation in your favor.

    Requirements for ARN to consider your case
    • The company has either rejected your claims or has not responded within a reasonable time.
    • The amount you and the company are in dispute about is more then SEK 500. You cannot include the application fee to ARN.
    • You file the complaint within one year from the first time you complained to the company.

    Submit a complaint on ARN's website Extern länk

    Do you need guidance?

    If you are unsure what to do, you can always contact us at the Swedish Consumer Agency's guidance for advice and assistance.

    Contact us

    Many municipalities also offer consumer advice and can give you support in your case

Handla mat online

Proofread: 13 February 2023