The winged “our customer, our master” should be the motto of every entrepreneur. However, even Bata’s rules have their limits, and they end where customer pissiness begins, which is often typical especially in the Czech Republic.
When buying on the e-shop, it is possible to return the goods without giving reasons by law within 14 days. There are even shops where this period is extended. But there are exceptions to the 14-day statutory period. What are these and when do you not have to return the goods? Or if you are in the role of a customer, you are not entitled to return it?
You cannot return goods if
1) It is a customised item
2) It is toiletries sold in sealed packaging that has been unsealed
3) These are perishable goods (cut flowers, food, newspapers…)
4) Even unwrapped CDs or DVDs cannot be returned due to copyright protection.
5) Accommodation, transport, catering or leisure services cannot be returned if the business provides these services within the specified time period.
There are also disputed cases. But the law cannot remember everything and thus we encounter situations where the right of withdrawal is questionable. There are, for example, different opinions on whether it is possible to return unpacked headphones with replaceable earbuds or a carpet where you choose the yardage yourself, recalls Lukáš Zelený, head of the legal department of the consumer organisation dTest.
After a return without giving a reason within 14 days, the seller has 14 days to refund the consumer. In addition, the consumer is liable to the trader for any diminution in the value of the goods which is caused by handling the goods in a manner different from that required by their nature and characteristics.
So be helpful, accommodating and build a relationship with your customers, but don’t let them take advantage of you!
If you need any advice on e-commerce, please contact us.