Is it legal for a retailer to refuse to provide a paper receipt at the checkout and say that the only way to get a proof of purchase anymore is via email? And when is a vendor obliged to give you a paper proof of purchase? The answer, somewhat surprisingly perhaps, is never.
Terry from Wijnegem just outside Antwerp bought Halloween decorations at decoration and furniture store Casa. When she paid, she wasn’t given a paper receipt. "If you would like a proof of purchase, we will send it to you by e-mail" was the answer Terry was given when he queried this. She contacted VRT News’ consumer team to ask if this practice is legal.
"I don't like to give my email address to every store I buy something from. What if I want to exchange my purchase afterwards?", Terry said.
Paper receipt not mandatory
The answer to Terry’s query is that a paper receipt is not mandatory in Belgium. What's more: a vendor is not required by law to give any form of receipt at all. "A store is not obliged to provide any proof of purchase to the customer," the Federal Economy Department’s spokesman Etienne Mignolet explains that this is the case "Unless you have a warranty on the purchased item." This is why in many cases you will still receive a receipt.
As almost all products have some form of warranty, this means that in practice a store is almost always obliged to provide you with proof of purchase. However, it is up to the store whether they do this on paper or digitally. Furthermore, it is up to the purchaser to ask for proof of purchase themselves. "That proof does not necessarily have to be a receipt. The purchase date must be stated on the document," Etienne Mignolet explains.
Digital privacy
Since last summer, Walloon supermarkets have been no longer allowed to issue paper receipts unless0 the purchaser asks for one. In Flanders too, tickets are coming out of the printer less and less often. For example, customers of Lidl or Delhaize can indicate in the supermarkets’ apps that a digital version of a receipt is sufficient for them.
One of the reasons that Terry doesn’t wish to give her email address to stores is that she doesn’t wish to be bombarded with unsolicited advertising. However, Etienne Minoglet says that Terry’s fears are unfounded. "Consumers must give explicit consent to receive emails for marketing or other purposes." A store that subsequently sends other unsolicited emails is therefore in breach of the law.
Different rules for services and hospitality
However, the rules above only apply to goods that you purchased from a professional trader. Companies that offer services, such as hairdressers and plumbers, are almost always required to provide proof of purchase if you ask for one.
But, "This requirement does not apply if the exact price of the service has been clearly communicated in advance. In the catering industry, it is mandatory to issue a receipt to customers. This has to do with VAT legislation," Etienne Mignolet said.