Buying online is common today. Millions of purchases are made over the Internet every day, but do users know their rights in terms of return periods, payment terms and cancellations when carrying out these operations? Trusted Shops compiles the four most common returns gaps that the Spanish are unaware of:
1. Term of return
The legal time to return a product is 14 days (normally 30 in the case of marketplaces such as Amazon or eBay), but also, after this time, customers have another 14 days to return their purchases. Therefore, in total, users have a period of 28 days to carry out their returns.
2. Return separately
If two products are purchased together but delivered separately, the return period begins to count for both when the second product has been received. However, this is different if it involves subscriptions (the regular purchase of cat food, for example).
In this case, the period begins at the moment the product is received for the first time. Another exception is electronic products, since the right of return ends when the product is unsealed.
3. “Sanitary products”
Very few products are considered “medical devices” in the legal sense, and therefore excluded from returns. According to the CJUE, mattresses can be returned, as can swimsuits or shoes. However, when consumers use these products for more than a trial, they must pay the substitute value, which means that they cannot access a full refund of the purchase.
4. Original packaging
Purchases can be returned without their original packaging within the return period. If a user loses the box of his new toaster, he can use a shoebox for its return. But there is an exception, when the packaging is part of the product (watches, for example). In this case, the product can still be returned but it is likely that they will apply a reduction to the return if the box with which it arrived is not your original one.
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