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.
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.
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.
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.
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.
Learn more about the Toret Toolkit plugin >>
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 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/