--- site_name: Toret.net site_description: WooCommerce plugins for European e-shops site_url: https://www.toret.net contact_email: info@toret.net title: "Returns and complaints from the perspective of an e-shop operator: what you need to know" url: https://www.toret.net/returns-and-complaints-from-the-perspective-of-an-e-shop-operator-what-you-need-to-know/ date: 2024-08-07 modified: 2026-02-11 type: post categories: [Blog] tags: [complaints, e-commerce law, e-shop management, e-shop obligations, legislation for e-shops] --- # Returns and complaints from the perspective of an e-shop operator: what you need to know 07/08/2024 [![complaints and returns in an e-shop](https://www.toret.net/wp-content/uploads/2024/08/reklamace-a-vraceni-zbozi-v-e-shopu-1024x536.png "complaints and returns in an e-shop")](https://www.toret.net/wp-content/uploads/2024/08 / reklamace-a-vraceni-zbozi-v-e-shopu.png) You can’t avoid complaints and returns in an e-shop. They also come with **legal requirements that you must comply with as an e-shop operator in the Czech Republic**, otherwise you may face substantial fines. Let’s take a closer look at how complaints and returns actually work. 07/08/2024 [Blog](https://www.toret.net/category/blog/) Updated: 11/02/2026 Obsah článku [Toggle](https://www.toret.net/returns-and-complaints-from-the-perspective-of-an-e-shop-operator-what-you-need-to-know/) - [Complaint or withdrawal from the contract within 14 days?](https://www.toret.net/returns-and-complaints-from-the-perspective-of-an-e-shop-operator-what-you-need-to-know/#Complaint_or_withdrawal_from_the_contract_within_14_days) - [Withdrawal from the contract within 14 days](https://www.toret.net/returns-and-complaints-from-the-perspective-of-an-e-shop-operator-what-you-need-to-know/#Withdrawal_from_the_contract_within_14_days) - [How does the 14-day return process work?](https://www.toret.net/returns-and-complaints-from-the-perspective-of-an-e-shop-operator-what-you-need-to-know/#How_does_the_14-day_return_process_work) - [Should you refund shipping costs?](https://www.toret.net/returns-and-complaints-from-the-perspective-of-an-e-shop-operator-what-you-need-to-know/#Should_you_refund_shipping_costs) - [If the goods are damaged](https://www.toret.net/returns-and-complaints-from-the-perspective-of-an-e-shop-operator-what-you-need-to-know/#If_the_goods_are_damaged) - [Product complaints](https://www.toret.net/returns-and-complaints-from-the-perspective-of-an-e-shop-operator-what-you-need-to-know/#Product_complaints) - [How should complaints be handled in an e-shop?](https://www.toret.net/returns-and-complaints-from-the-perspective-of-an-e-shop-operator-what-you-need-to-know/#How_should_complaints_be_handled_in_an_e-shop) - [Receiving a complaint](https://www.toret.net/returns-and-complaints-from-the-perspective-of-an-e-shop-operator-what-you-need-to-know/#Receiving_a_complaint) - [Handling the complaint](https://www.toret.net/returns-and-complaints-from-the-perspective-of-an-e-shop-operator-what-you-need-to-know/#Handling_the_complaint) - [How to manage complaints in WooCommerce?](https://www.toret.net/returns-and-complaints-from-the-perspective-of-an-e-shop-operator-what-you-need-to-know/#How_to_manage_complaints_in_WooCommerce) - [Following return and complaint rules pays off](https://www.toret.net/returns-and-complaints-from-the-perspective-of-an-e-shop-operator-what-you-need-to-know/#Following_return_and_complaint_rules_pays_off) ## Complaint or withdrawal from the contract within 14 days? The procedure for complaints or returns is primarily governed by Act No. 634/1992 Coll., on consumer protection, and the Civil Code. First of all, it is necessary to distinguish between a complaint and returning goods – withdrawal from the contract within the statutory 14-day period. By law, e-shop customers have the right to **withdraw from the contract within 14 days of receiving the goods** and return them. In this case, the customer does not have to provide any reason and is entitled to a refund of the amount paid. A complaint, on the other hand, means **claiming a defect in the goods** and requesting a remedy. The period for filing a complaint is usually 24 months. [![The 14-day period for withdrawal allows customers to inspect or try the goods. They may return them even if unpacked.](https://www.toret.net/wp-content/uploads/2024/08/odstoupeni-od-smlouvy-do-14-dni-1024x536.png "The 14-day period for withdrawal allows customers to inspect or try the goods. They may return them even if unpacked.")](https://www.toret.net/wp-content/uploads/2024/08 / odstoupeni-od-smlouvy-do-14-dni.png) The 14-day period allows customers to inspect or try the goods. They may return them even if unpacked. ## Withdrawal from the contract within 14 days The 14-day period for withdrawing from a distance contract allows the customer to **inspect and try the purchased goods.** Without giving a reason, they may then return the goods. This means that **customers may return even unpacked products**, with tags removed, etc. However, there are exceptions: - if the **packaging is part of the product** and unpacking would devalue it – e.g. collectibles - if it concerns **data carriers** (e.g. CDs/DVDs with movies, music or software) where it cannot be proven whether the content has been used - if unpacking prevents further sale **for hygiene reasons** (toothbrushes, hygiene products, food, dietary supplements, etc.) The 14-day return period does not apply to: - custom-made or modified goods - perishable goods (food, cut flowers, etc.) - newspapers and magazines - event tickets or accommodation reservations The definition of the 14-day right of withdrawal is an important and **legally required part of the e-shop’s terms and conditions.** Especially if you sell goods subject to the above exceptions, pay special attention to this section and properly inform customers. ### How does the 14-day return process work? The 14-day withdrawal period **starts on the day the customer receives the shipment** (not on the day the order is placed). Within these 14 days, the customer must inform the seller of the withdrawal. The law does not prescribe the form of withdrawal, so you cannot require a specific form, although you may offer one. Customers may also withdraw by email, phone, or by including the notice with the returned goods. The customer then has **another 14 days to return the goods** after notifying withdrawal. The e-shop also has **14 days to refund the payment** from the date of withdrawal. However, the refund may be withheld until the goods are received. **The refund should be made using the same payment method**, unless agreed otherwise. [![Customers are entitled to a refund of shipping costs. Return shipping to the e-shop is paid by the customer.](https://www.toret.net/wp-content/uploads/2024/08/odstoupeni-od-smlouvy-do-14-dni-2-1024x536.png "Customers are entitled to a refund of shipping costs. Return shipping to the e-shop is paid by the customer.")](https://www.toret.net/wp-content/uploads/2024/08 / odstoupeni-od-smlouvy-do-14-dni-2.png) Customers are entitled to a refund of shipping costs. Return shipping to the e-shop is paid by the customer. ### Should you refund shipping costs? **The customer is entitled to a full refund,** including delivery and payment surcharges. Only the return shipping (from customer to e-shop) is paid by the customer. ### If the goods are damaged If returned goods are damaged, you may **reduce the refunded amount** in proportion to the decrease in value. > Note! To apply this compensation, it must be stated in your terms and conditions. ## Product complaints If the purchased goods are defective, the customer has the right to file a complaint. The standard period is **24 months.** For perishable goods, the warranty corresponds to the minimum shelf life. **For used goods**, the period may be contractually shortened to 12 months. ### How should complaints be handled in an e-shop? The seller must **inform customers about the warranty period, conditions, and complaint process.** These details may be included in the terms and conditions or published separately as a complaint policy. [![Upon receiving a complaint, the seller must issue a complaint report and decide on the resolution.](https://www.toret.net/wp-content/uploads/2024/08/reklamace-protokol-1024x536.png "Upon receiving a complaint, the seller must issue a complaint report and decide on the resolution.")](https://www.toret.net/wp-content/uploads/2024/08 / reklamace-protokol.png) Upon receiving a complaint, the seller must issue a complaint report and decide on the resolution. #### Receiving a complaint When accepting a complaint, the seller must **issue confirmation**, usually in the form of a **complaint report**, which must include: - date of complaint - description of the defect - preferred method of resolution - customer contact details #### Handling the complaint **The seller decides on the resolution immediately**, or within 3 days in complex cases, and informs the customer. **The complaint must be resolved within 30 days**, unless agreed otherwise. Possible resolutions include: - repair - replacement with new goods - price reduction - withdrawal from the contract and refund If the same defect occurs repeatedly, the customer has the right to withdraw and request a refund. The same applies if the 30-day deadline is not met. ## How to manage complaints in WooCommerce? You can significantly simplify complaint handling in WooCommerce with the [Toolkit plugin](https://www.toret.net/produkt/toolkit/). **Learn more about the [Toret Toolkit plugin >>](https://www.toret.net/produkt/toolkit/)** ## Following return and complaint rules pays off Although returns and complaints are not pleasant, handling them properly is essential. In addition to your e-shop’s reputation, significant fines may be at stake. High-quality products and clear communication are the best way to keep customers satisfied. **The [Toret Toolkit plugin](https://www.toret.net/produkt/toolkit/) helps you handle complaints in just a few clicks.** --- Due to the complexity of the topic and the risk of high fines, we recommend consulting legal experts regarding your e-shop’s obligations. This article does not replace legal advice and is not a complete overview of all legislative requirements. Source Consumer Protection Act https://www.zakonyprolidi.cz/cs/1992-634 Czech Trade Inspection Authority https://www.coi.cz/pro-podnikatele/informace-pro-prodejce-zbozi-a-sluzeb/reklamace-zbozi-a-sluzeb/ https://www.coi.cz/pro-spotrebitele/spotrebitelsky-pruvodce/reklamace-zbozi-a-sluzeb/ https://www.coi.cz/faq/reklamace/ https://www.coi.cz/pro-spotrebitele/spotrebitelsky-pruvodce/reklamace-zbozi-a-sluzeb/odpovednost-za-vady-veci-prodane-podnikatelem-podle-noveho-obcanskeho-zakoniku/ [complaints](https://www.toret.net/tag/complaints/)[e-commerce law](https://www.toret.net/tag/e-commerce-law/)[e-shop management](https://www.toret.net/tag/e-shop-management/)[e-shop obligations](https://www.toret.net/tag/e-shop-obligations/)[legislation for e-shops](https://www.toret.net/tag/legislation-for-e-shops/) ←[Less common payment methods for e-shops: stand out from the competition and offer your customers something new](https://www.toret.net/less-common-payment-methods-for-e-shops-stand-out-from-the-competition-and-offer-customers-something-new/) [How to quickly and easily register your online store with PPL and connect it to WooCommerce](https://www.toret.net/how-to-quickly-and-easily-register-your-online-store-with-ppl-and-connect-it-to-woocommerce/)→ ## More posts ### [QR code payment in an online store: A small detail that can significantly increase revenue](https://www.toret.net/qr-code-payment-in-an-online-store-a-small-detail-that-can-significantly-increase-revenue/) [09/02/2026](https://www.toret.net/qr-code-payment-in-an-online-store-a-small-detail-that-can-significantly-increase-revenue/) --- ### [How to quickly and easily add the ThePay payment gateway to a WooCommerce store?](https://www.toret.net/how-to-quickly-and-easily-add-the-thepay-payment-gateway-to-a-woocommerce-store/) [16/12/2025](https://www.toret.net/how-to-quickly-and-easily-add-the-thepay-payment-gateway-to-a-woocommerce-store/) --- ### [Simple change, big impact: Improve the checkout phone field and save yourself a lot of hassle](https://www.toret.net/guide-to-improve-the-phone-field/) [27/11/2025](https://www.toret.net/guide-to-improve-the-phone-field/) --- ### [How to add QR code payments to a WooCommerce store?](https://www.toret.net/how-to-add-qr-code-payments-to-a-woocommerce-store/) [19/06/2025](https://www.toret.net/how-to-add-qr-code-payments-to-a-woocommerce-store/) ---