Reimbursement request, seller who does not respond, return period… What are your rights after an online purchase?

While many of the gifts placed under the tree were purchased on e-commerce sites, some of them sometimes have to be returned. But the process can be complicated.

A toy that wasn’t quite on Santa’s list, or even a piece of clothing in the wrong size… It’s a scenario that we often find after the holidays: a gift purchased online, on a marketplace, that we would ultimately like to return. But while it is very easy to order on sites like Amazon, Alibaba or Temu, it is often more difficult to get a refund.

Because a marketplace is an intermediary: it connects you with a seller. When you place an order, you sign a sales contract with him, not with the platform. If a Christmas gift is not suitable, it is therefore up to the seller to request a return. However, it is not always easy to identify and contact him.

Can I get a refund if the seller is not European?

It’s a right: as a European consumer, you have 14 days to change your mind, without needing to justify it. This is the legal minimum. Once the return has been validated, you still have 14 additional days to return the product. The seller then also has 14 days maximum to reimburse you. If a seller is not based in Europe, but for example in China, this right also applies. It doesn’t matter if it is in Asia, if it is aimed at a European consumer, the seller must respect European law.

What should I do if I realize that the product is defective one month after Christmas?

For a defective product, the delay is much longer. The consumer benefits from the guarantee of conformity. It is one year for second-hand items and two years for new or reconditioned items. This allows you to ask the seller to repair the item or replace it. And if neither option is possible, he must reimburse you.

What to do when a seller refuses to refund or does not respond?

It is first necessary to keep track of all the exchanges you have with the seller. For what follows, evidence is important. The first step is to file a complaint. You must write a formal email to the seller, in which you write in black and white that your return request is not taken into account. Reminding him of his obligations can already be effective pressure. If he does not respond and you do not want to take legal action, you can contact a consumer mediator. His role is to find an amicable solution. If the seller is abroad, then you must contact the international consumer control and protection network. Mediation systems which have the advantage of being free.