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Shopping in the e-shop / Complaints and returns

Complaints and returns#

Two different things, raised from the same place.

Return within 14 days Complaint
When within 14 days of receipt, no reason needed any time within the warranty
Why you do not have to say the goods are faulty
Condition unused, complete as it is
Return postage usually paid by you usually paid by the seller

The exact terms are in the site's terms and conditions

The above holds in general; a particular shop may be more generous.

Steps#

  1. Find the order in My orders.
  2. Choose complaint or return.
  3. Select the items and quantities.
  4. Describe what is wrong.
  5. Attach photos if it is a fault.
  6. Submit and wait for instructions.

Do not send the goods before raising the complaint

A parcel without a complaint number is hard to match up and drags the process out by days. Wait for instructions on where and how to send it.

πŸ”΄ A complaint has a deadline after which it closes itself#

When raised, a complaint is given a date by which it should be resolved. Once that passes, the system switches it into a final state automatically β€” the check runs every day.

The closure is automatic and the state is final

Nobody has to remember to do it. So respond to requests for further information straight away β€” the deadline does not run more slowly while you think about it.

The deadline is counted from receipt and does not move afterwards

The date is set when the complaint is created and later edits do not change it β€” neither yours nor the seller's. That is deliberate: otherwise the statutory period could be dodged by rewriting the record.

Photos#

Photograph the fault and the whole product

A close-up shows the problem, the whole shows it is your item. And add a shot of the packaging β€” for transport damage it is decisive.

Describing the fault#

Write what happens and when

"It does not work" does not help. "It switches itself off after ten minutes, first time a week after purchase" does β€” a description like that speeds the process up.

A damaged parcel#

Deal with damaged packaging with the carrier immediately

Write a damage report with them on receipt, or refuse the parcel. Without a report, transport damage is very hard to prove.

Photograph the parcel before unwrapping it

It takes ten seconds and in a dispute it is decisive.

The state of the case#

You follow the progress where you raised the complaint; emails are sent about changes.

Every shop names its own states, so they differ from site to site. What is common is that some states are final β€” after them the case no longer changes β€” and that moving into some of them returns the goods to stock.

A rejected complaint need not be the end of it

If you disagree with the reasoning, get in touch and supply further evidence. A rejection is the seller's position, not a court ruling.

Refunds#

Money is usually returned the same way you paid.

Crediting the account takes a few days

With a card sometimes longer β€” banks have their own timescales.

A refund need not include postage

On a return within 14 days the price of the goods is refunded; postage depends on the terms. On an accepted complaint everything is usually refunded.

You will get a corrective document with the refund

The shop issues a credit note for it β€” the original invoice stays valid and the credit note cancels it partly or entirely. Keep both; together they are the proof of purchase.

Where to go next#