The glossary to understand and take action

Consumer Protection Directorate

The Consumer Protection Directorate is involved in consumer protection in Luxembourg. Its resources help professionals understand the rules applicable to their relationships with private individuals.

Administration ou organisme professionnel · Luxembourg Fiduciaries Editorial Team · Reviewed on

Understand the scope

Its role for your business

General terms and conditions drafted by a company cannot exclude applicable mandatory protections. Sales to consumers must be distinguished from exclusively business-to-business relationships.

In your file

When to contact them and what to prepare

Review the complete purchasing journey: price presentation, pre-contractual information, order, confirmation and after-sales service. Requirements depend in particular on the product and sales channel. Keep consistent versions of the information provided to the customer and establish a procedure for handling complaints.

A scenario to help you understand

Educational example

A retailer opens an online shop and reviews its contractual information as well as its withdrawal process.

Fictitious situation, presented to illustrate the concept.

Prepare for what comes next

Points to check

  • Identifier les ventes aux particuliers
  • Vérifier l’information et les prix
  • Organiser le traitement des demandes

Connecting concepts

Terms to know as well

Continue with the concepts, contacts and procedures related to this topic.

ConsumerA consumer is a natural person acting for purposes outside their professional activity, within the applicable definition.Right of withdrawalThe right of withdrawal makes it possible, in situations provided for by law, to withdraw from a contract within a specified period and according to specified procedures.Durable mediumA means enabling information sent to its recipient to be stored and subsequently consulted without alteration for an appropriate period.VATValue added tax (VAT) is a consumption tax applied to transactions falling within its scope according to their own rules.ILNAS — standardisation and product safetyILNAS is the Luxembourg administration responsible for standardisation, accreditation, and product and service safety and quality missions. Its role is particularly relevant to businesses that place products on the market.

Put it into practice

Explore further with our guides

Practical guideSales to consumers: organising contracts, invoices and complaints

Sources and verification

References consulted on 20 September 2026. Official procedures specify the applicable conditions and exceptions.

This guide explains a general process. The applicable rules depend on your situation; it does not constitute personalised advice. Report a correction.

A definition gives you a reference point. To examine your situation, clarify your question with a professional.