Bought something that did not suit you or turned out to be of poor quality? The law protects the consumer, but it is important to know the rules.
Returning goods in good condition
If you bought a non-food item in a shop and it did not fit in size, style or colour, it can be exchanged or returned within 14 days, not counting the day of purchase. The item must be in proper condition: no signs of use, in its original packaging, with a receipt or other proof of purchase.
Which goods cannot be returned
The law sets out a list of goods of proper quality that cannot be returned or exchanged. It includes, among other things, personal hygiene items, medicines and underwear. The seller must tell you that the item cannot be returned.
Poor-quality goods
If an item is spoiled or has a defect, you can demand a replacement, repair or a refund. The deadlines depend on whether a warranty applies.
What to do
- Contact the seller with your demand, both in writing and orally.
- Keep the receipt, warranty card and a photo of the defect.
- If the seller refuses, write a complaint in two copies and keep one.
- If necessary, turn to the consumer protection authority or to court.
Buying online also gives you the right to return within 14 days without giving a reason, if it is a distance sale.
