Online stores can afford to significantly reduce costs (which in stationary stores are spent on hiring salespeople, renting premises or a warehouse) and therefore often offer goods at lower prices.
This pleases customers who increasingly use the Internet not only to make transactions, but also to acquire appropriate knowledge about a product or service.
Online sales, like stationary sales, are associated with possible problems - such as damage to goods during transport or a specific product defect. Online purchases are no different from traditional purchases in terms of their potential complaint. The consumer has the right to file a complaint, but it is worth knowing the details regarding this issue.
How to complain about a faulty product
If the product is covered by a warranty, the customer has the right to make a complaint during the warranty period.
As in a brick-and-mortar store, when filing a complaint online, the customer should first request a free repair or replacement of the product. Only if this proves impossible algeria b2b leads for the specific company to which the complaint is filed, the consumer may request withdrawal from the contract. Then, a refund is also possible (or if the customer prefers a specific discount on the product).
Also, if the seller (manufacturer) fails to repair or replace the goods within the specified time, the customer has the right to request a refund of the money spent. To be clear about all issues related to the rights and obligations regarding complaints, please read: The Act of 2 March 2000 on the protection of certain consumer rights and on liability for damage caused by a dangerous product and the Act of 27 July 2002 on specific conditions of consumer sale.
Efficient handling of complaints is considered good practice for online stores. It is impossible to avoid a situation in which someone will sooner or later be dissatisfied with a product due to its defects. Nevertheless, it is possible to conduct complaint-related processes so as not to expose oneself to unpleasantness, such as issuing a negative opinion for a transaction by a consumer.
Consumers are protected from dishonest sellers on the Internet and it is natural that they can also file complaints. Anyone who wants to set up an online store should be aware of how important proper and fast customer service is on the Internet - also in terms of receiving and handling complaints.
How long does it take to process a complaint?
The online store should consider the complaint within two weeks of receiving the complaint. If it does not do so, it must expect to have to meet the customer's requests included in the submitted complaint. The customer may, by submitting requests, use the guarantee or invoke the non-conformity of the goods with the contract.
Return of goods
The possibility of returning goods should be distinguished from a complaint. This right can be exercised within 10 days of the transaction. If the goods are withdrawn from, the contract regarding the sale and purchase is considered not to have been concluded. However, in order to be able to use this right, the product must be returned in an unchanged and undamaged condition.
Of course, you cannot use the returned goods, however you can try them out (for example, in the case of clothes - try them on). The seller cannot demand any fees for returning the goods.
Interestingly, the return period may be extended to 3 months if the seller has not provided the following information on their website:
name and location of the store
all fees and their total amount
possibilities of paying for goods and methods of delivery
the rights of store consumers and information on filing a possible complaint.
You can read more about returning goods in the article withdrawal from the contract in the online store .
The buyer is additionally entitled to a refund of the shipping costs for the product being complained about. However, when filing a complaint, special attention should be paid to its correct addressing and sending it preferably by registered mail (acknowledgment of receipt would be appreciated).
When running an online store, you must diligently observe the rights related to the possibility of filing a complaint. You cannot mark something in the store's regulations that is not in accordance with the law - for example, information that the store does not accept returns. The store must accept a return if all the conditions that must be met to make it are met by the buyer.
You can't create law for your store's needs, because it's tantamount to breaking it. In addition to knowing the basic laws on filing complaints and returns, sellers should constantly monitor changes in the register of prohibited clauses on the UOKiK website.
