One of the issues that concern your company is the frequent returns by consumers. Therefore, it is considered to be restrictive in this matter...

Well, in online sales, the law recognizes the consumer's right to withdraw from the purchase freely; that is, the customer can return the product without justifying their decision and without any penalty. However, the company must always verify if the customer has withdrawn within the legally established period. In this way:

• The buyer can withdraw within a period of 14 calendar days (including holidays), starting from the receipt of the goods, with the first day of the calculation being the day after the product is received.

• However, if the customer has not been duly informed of their right of withdrawal –whether due to negligence or lack of knowledge–, the withdrawal period available to them is 12 months, starting after the initial 14 days have ended.

Even if the customer withdraws within the deadline, the company may refuse the return of the product for the reasons provided by law. See some of them:

• Customized . When it is a product that has been made according to the consumer's specifications or if it has been customized for them.

• Hygiene. It can also object if it concerns goods that are not suitable for return due to health or hygiene protection reasons, or that have been unsealed after delivery.

• Deterioration. It can also deny the return if it is a product that can deteriorate or expire quickly. This reason would apply, for example, to certain foods.

 

Our professionals will advise and help you assess your specific case and will guide you regarding your rights and obligations concerning consumers.