EU Return Policy
In the EU, consumers enjoy strict return and exchange protection measures, especially in remote shopping (such as online shopping). These measures are intended to protect the rights of consumers and also encourage merchants to comply with transparent and fair trading standards. The following are the main return and exchange policies in the EU:
1. Return and Exchange Policy for Remote Shopping
EU consumers have the right to return goods unconditionally within 14 days after receiving the goods. This policy applies to all remote shopping, including online shopping, telephone shopping or mail order.
1.1 Return Conditions
Consumers can cancel their purchase within 14 days without providing any reason.
The returned goods must be kept in their original condition and will not affect the secondary sale of the goods (such as unused, unopened, undamaged, etc.).
Some products (such as customized products, perishable items, etc.) may not be subject to this return policy.
1.2 Return Costs
If the merchant does not inform the consumer of the cost of return, the merchant needs to bear the return shipping cost.
If the merchant clearly informs the consumer that the return cost is borne by the consumer, the consumer needs to pay the return shipping cost.
1.3 Refunds
The merchant should refund the amount paid by the consumer within 14 days of receiving the returned goods.
The refund method is usually the original payment method, but other methods can be negotiated.
2. Return and exchange policies for store purchases
If the consumer purchases the goods in a physical store, the return and exchange policies of EU countries may vary. Generally speaking, merchants are not legally obliged to provide return and exchange services, but many merchants will provide certain return and exchange policies to attract customers.
3. The goods are defective or not as described
If the goods are defective or not as described, consumers have the right to request repair, replacement or return. Under EU law, consumers have the right to make such requests within 2 years. If the merchant cannot solve the problem, consumers can seek a refund.
4. Return procedures
Consumers need to notify the merchant of their intention to return the goods.
The merchant must provide clear return instructions, including information such as return forms and return addresses.
Consumers should keep the receipt or evidence of mailing for the return.