Return conditions for a physical product valid in the European Community must comply with the regulations established by European Directive 2011/83/EU, which guarantees consumers the right of withdrawal (or right to reconsider). Here is a summary of the typical return conditions:
Right of Withdrawal: The consumer has the right to return the purchased product without providing any justification within 14 days from the receipt of the goods. This period may be extended up to 12 months if the seller has not properly informed the consumer about the right of withdrawal.
Method of Return: The product must be returned in the same condition in which it was received, complete with all accessories, original packaging, and documentation. The consumer is responsible for returning the product, unless otherwise agreed with the seller.
Refund: The seller is obliged to refund the amount paid by the consumer, including the initial shipping costs (if applicable), within 14 days of receiving the returned goods or the proof of shipment. The refund may be withheld until the product or the proof of shipment is received.
Exceptions to the Right of Withdrawal: Some products are not covered by the right of withdrawal, such as personalized goods, perishable products, sealed items opened for hygiene reasons (for example, cosmetic products), and digital content if the download has already started and the consumer has accepted the loss of the right of withdrawal.
Return Costs: If the seller does not cover the return shipping costs, these costs will be borne by the consumer. However, the seller must clearly inform the consumer as to who will bear these costs.
Withdrawal Form: The seller must provide the consumer with a standardized withdrawal form to exercise the right of withdrawal, although the consumer may also communicate their decision to withdraw by other means (for example, via email).
Defective Products: If the product is defective or does not conform to the description, the consumer is entitled to repair, replacement, a price reduction, or contract termination, as applicable.
These conditions are valid in all European Union countries and must be clearly communicated to the consumer before purchase. It is important that the seller includes this information in the terms and conditions of sale on their website or in their physical store.