Every customer can be faced with an unpleasant surprise in the form of a faulty product or non-conformity with expectations. At such moments, it is best to refer to the regulations governing complaints or to return the product to the shop. Read how many days there are to return goods bought online and what you can and cannot return.
Returning goods bought online - what does it involve?
The return of goods purchased online is a procedure which is a unilateral declaration of intent by the consumer to return the product to the seller. The national provisions governing the consumer's right of withdrawal are in line with the standards set by the European Union. The right of withdrawal applies to any person who has purchased a product from a shop registered in one of the countries of the Community, as well as in the United Kingdom, Iceland and Norway.
Return of goods purchased online
It is possible to return the purchased goods within the agreed period. For orders made in the online shop, the customer has 14 calendar days to return the product to the seller. This time is counted from the delivery of the goods (and thus not from the date of registration and the time of processing the order) or the conclusion of the contract for the respective service. Once the will has been expressed, the online shop should return the money for the product or service after 14 days at the latest.
It is a good idea to remember to fill in the return form for goods purchased online in advance and send it by e-mail to the shop's address. Many e-commerce companies post them on their websites. If you do not have one, you can draw up the document yourself using templates available on the Internet. Importantly, the trader does not have the right to request reasons for returning an item or for claiming a service. Online shops cooperating with InPost as part of the Fast Returns service allow customers to return items free of charge.
How do Quick Returns work and who can use them?
Partner online shops can allow customers the option of returning goods for free. How does this work? People shopping online may not be satisfied with the product they have received. Some consumers abandon their purchase for this very reason, even more so if the return to the e-shop is paid. Instead, the free product return offered by online shops can help in making a purchase decision. Within 14 days of receiving your order, you can send your return using the website https://szybkiezwroty.pl/pl or in an even more convenient way - using the InPost Mobile application. For both online shops and consumers buying online, this is a convenient solution. Such a service is helpful in increasing sales and reducing dissatisfaction with the use of selected e-commerce.
When can I return goods bought in a stationary shop?
A return of goods within 14 days is only possible if the purchase was made in an online shop. If the goods were purchased in a stationary outlet, it is up to the discretion of the trader to give back the money for the goods. There is also no single payment period. If the shop agrees to take back the product, it can set any period to give back the money, e.g. one month.
The customer is also obliged to show the receipt. The consumer's rights regarding the return of goods purchased online and in a stationary shop are otherwise identical. It is not necessary to state the reason for the complaint. A written statement confirming this wish is sufficient. 
When can you lose the right to reimbursement?
The time to return goods purchased online is the most important, but not the only, criterion for recovering money. The shop may refuse to compensate the buyer for shipping if it can prove that the fault was caused by the customer. Only products with manufacturing defects or damaged during delivery are eligible for return.
Return of goods purchased online and original packaging
By law, the consumer is not obliged to return the goods in the original box, package or blister. This is due to the fact that it was not the item that was sold, but the product that it protects. Nevertheless, it is advisable to unpack the purchased item in such a way as not to damage it. In the event of a claim, the whole thing can be packed as it was delivered. This often increases the chances of receiving a refund.
What goods cannot be returned?
The right to return goods purchased online or in a stationary shop is subject to certain exceptions. Among others, foodstuffs are not covered. The reason for this is that they have a short shelf life, which makes it impossible to sell them again after the expiry date. The shop will also refuse to accept products such as medicines and personal hygiene products (e.g. sanitary pads, tissues, cosmetics).
Furthermore, goods prepared according to customer specifications are not eligible for refunds. For this reason, footwear, clothing and customised furniture cannot be reimbursed. The group of goods with individualised features also includes products with special graphics, photos, etc. Examples include electronic and mechanical devices (e.g. watches with an engraved name or dedication to the owner or recipient) and jewellery.
Under EU regulations, refunds are also not given for certain services. These include tickets for sports and cultural events, meals and drinks ordered in catering establishments, transport of goods and vehicle hire. Refunds are also not given to those using leisure services, including the rental of a hotel room or flat.
What to do when an online shop refuses to accept a return?
Goods purchased at a distance not listed in the exceptions are always returnable. The seller is therefore obliged to provide such a service and inform the customer about it. However, it may happen that the online shop refuses to give back the money, hiding behind, for example, damage done by the customer.
In such cases, it is best to consult the Office of Competition and Consumer Protection. You can find the telephone numbers of the hotline on its website. There is also a search engine for contacts to local consumer ombudsmen. It is also worth taking a look at the section with specimen letters of complaint, applications and lawsuits.
It is useful to know the laws governing the time limit for returning goods bought online and those governing what can and cannot be returned. This will make it much easier to convince the seller of your right to complain. If knowledge of the regulations is not enough, you can always turn to the OCCP to clarify the matter.
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