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Unloved and Sent Back: Online shoppers should know their rights when returning Christmas gifts

News of 2015-12-10, from Anja Beckmann

Often, gifts that you just don't like were placed under the Christmas tree. Those who received unwanted gifts shouldn’t hide them in the cabinet, but return or exchange them. There are different rules at online shops, contrasting the stationary trade - especially during Christmas. Consumers should know these things!

How long can gifts be exchanged or returned after Christmas?

There is a regular return right of 14 days in online shops all over Europe. If the buyer sends back his goods within this period, he will get his money back. How far the online retailer extends this right to return, is up to him. This is how also a return period of 30 days is not uncommon. Purchasers will find concrete information on the help pages of the respective shop, as well as in the general terms and conditions (GTC) and usually also in the order confirmation. But please note: The limit time doesn’t begin when the donee gets his present, but when the buyer receives the goods! This means that the return period on Christmas can already be over under certain circumstances.

Some shops offer an extended right to Exchange especially for Christmas. "If consumers don’t find any information on this in the online stores, they should contact the customer service. Some shops are fair and take the goods back in some cases also without official regulations outside of the regular return period. You should clarify this but before buying", suggests Kristina Tremer, account executive at Connox, one of the leading online shops for home design, "We offer a different return period to our customers at Connox for Christmas, reaching until the 15th of January, for all of the presents bought in december."

Is the purchase price refunded in case of a valid revocation?

Yes, if the goods arrive within the revocation period, the customer will get his money back. The online buyer must not accept coupons.

What do buyers have to consider when they return goods?

This is important: The withdrawal needs to be explained clearly with a withdrawal form which is available in the customer's account or on the returns note, generally included in the delivery package.

Must the return be necessarily done by the buyer or donor?

Yes, goods purchased online must be returned by the person who bought them. This means that the unhappy recipient must the ask the donor to revoke the purchase and send it back.

Can all the goods be returned?

No, the right of withdrawal does not fully apply to all goods. Dealers must not withdraw perishable goods such as flowers or food. As well, they are able to exclude event tickets and special orders from the right of withdrawal, inasmuch as they have no way to sell them again.

When dies the customer get his money back?

Online stores must refund the purchase price and any shipping costs within a maximum of 30 days - starting on the date of the revocation.

Who bears the costs for shipping and return?

The purchaser is obliged to bear the costs of returned goods that customer’s didn’t like according to the new EU law of June of 2014 - but only as long as the vendor informed his customers about this obligation. There are exceptions: Some online stores - including Connox - assume these costs under certain conditions. The shipping costs are beared by the vendor in case of a valid revocation, but only in the amount of the standard shipping. The buyer will be invoiced with additional costs for express mail and co. The help pages as well as the order conditions of the single shops also include specific information on this.

Are already unpacked goods returned?

Yes, consumers are allowed to unwrap their gifts and check properties and functions of the products. But please note: The goods must remain impeccable. If marks or defects occurred by the consumer, the vendor is allowed to make use of the right of compensation of goods. In other words: the customer must refund the full purchase price. There are exceptions: Media such as CDs and DVDs can only be returned if they are not yet unsealed.

How important is the original packaging?

As long as the recipient didn’t decide to keep the gift, he or the donor should keep the original packaging. The dealer, however, is not allowed to renounce the withdrawal even without original packaging.

About Connox ( )
Connox is one of the leading online shops for interior design. The company based in Hannover has a huge assortment of awarded design objects, design classics and other pretty things for homes in the online shop - including more than 14,000 selected products from the premium segment. The customer is focussed in the daily work of the 60 employees. The customer will benefit from a high quality service, direct contacts and a modern shop, based on his habits. The in-house developed SaaS solution "EC suite", enables high technologic flexibility and grants the newest safety standards.

Press contact:
Connox GmbH
Eckenerstraße 3
30179 Hanover

Anja Beckmann
Tel.: + 49 (511) 300341-38

Find further information about the company and our products in here .