Customers ordering products on the Internet have many concerns - first and foremost, they worry that the purchased goods will not meet their expectations, will turn out to be of poor quality, will not fit them or will look completely different in person than in the picture. For this reason, he wants to be sure that if he is not satisfied, he can return the purchase to the shop without any problem - this is perfectly normal. Often, however, as consumers we wonder: can a retailer refuse to return an item? Let's take a slightly closer look at this topic. 
Is the return of goods compulsory?
Buying online is breaking records in popularity. Despite this, many Poles are still wary of ordering clothes, home accessories or electronics online. This is because they have to show trust in an online shop they are not familiar with. Nobody feels like paying for products that will only be a disappointment upon delivery. Retailers, on the other hand, want to avoid avalanche returns for no particular reason, which will complicate the operation of their sales platform. This raises an important question: as customers, do we have the right to return goods?
If the purchase was made remotely (e.g. via the Internet), we can withdraw from the contract without giving any reason - this privilege is guaranteed by consumer rights legislation. To do so, we have to prepare a declaration of withdrawal within 14 days - after submitting said declaration, we have another two weeks to return the goods. The situation is slightly different in the case of stationary purchases - if we buy products with which we are not satisfied, according to Polish law the shop owner does not have to accept the return - unless the goods have defects or were damaged at the time of the transaction (complaint). Some retailers will allow you to return the product or exchange it for another one, but this is only their goodwill and a way of meeting buyers' expectations.
The right to return goods has nothing to do with complaints
Sometimes after the delivery of the courier When shopping, it turns out that the order arrived damaged or the product quickly broke down despite proper use. In this case, we can claim for a refund, repair or replacement. A return only takes place if the purchased item is not faulty - we simply want to return the purchase because we have had a change of heart or do not like the item. It is not uncommon for consumers to confuse a return with a claim and to be surprised when it turns out that these are two completely different situations.
Must a shop accept the return of goods? - customer rights and obligations
As we mentioned above, if you have made an online purchase, you have the right to return the goods without giving a reason. The same applies if you bought at a presentation or during a telephone conversation with a seller. However, in a situation where you have purchased a product online from a private individual, such as an online auction, they do not have to accept the return - such an opportunity will depend solely on their goodwill. Remember that, as of 1 June 2020, the rules on distance buying by businesses have changed - until now, they could not return purchases made on company details. Now they too will return an order by submitting a declaration of withdrawal.
If you want to return products you have bought online, you must:
- inform the shop of your wish to return the goods - in writing, by email, or verbally - sales platforms often provide a ready-made form that you can use;
- return the purchased items at your own expense within two weeks of notification of your intention to return them.
Of course, the items sent back should not bear any signs of use. The amount of money returned by the seller will also include the cost of postage - so you will not incur additional charges.
Does the seller have the right to refuse to accept the return of goods? - seller's rights and obligations
The owner of an online shop may refuse to accept a return when the product has been made to the customer's special order. Such a product is usually so personalised that no one else will want to buy it. A tailor-made dress or a table of unusual size manufactured to your request will not be returnable within 14 days.
The retailer is obliged to inform its customers of their right to return goods purchased at a distance without stating a reason - if they fail to do so, the return period automatically extends up to one year.
Once again, we would like to emphasise that a stationary shop does not have to accept returns. However, more and more chains are introducing this privilege to encourage consumers to choose their brand. When deciding to shop at a particular shop, ask the retailer about their returns policy, which will help avoid disappointment and problems with returning items. Each company has its own approach and rules - it is not uncommon to find that certain items are excluded from the right to return, while others can be returned without any restrictions. Remember to always keep your receipt as proof of purchase.
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