Under consumer protection laws, businesses are required to offer a 14-day return policy. The buyer has the right to return an item, as long as it is in its original condition, without damage or signs of use.
Although proof of purchase may be requested, according to EU regulations, it is not mandatory for processing a return. However, keeping a record of the transaction is useful for tracking and cancelling it if necessary.
Goods and services for which the right of withdrawal within 14 days does not apply (article 57 of the Consumer Protection Law):
- Goods manufactured to the consumer’s specifications or clearly personalized (e.g. engraved jewelry, custom-made clothing).
- Perishable goods or goods with a short expiration date (e.g. food, flowers).
- Sealed goods that are not suitable for return after opening for health or hygiene reasons (e.g. underwear, cosmetics, medical supplies).
- Audio and visual recorded media, as well as software on a physical medium (CD, DVD, games, software), provided that their packaging has been opened after delivery.
👉 Note: For already opened/second-hand products, the normal right of withdrawal within 14 days applies. - Newspapers, magazines and other periodicals.
👉 Note: The restriction applies to current publications. In the case of old issues, used or collector’s editions, the normal right of withdrawal within 14 days applies.
Return process
Once the item is received, even if the buyer approves it, they have 14 days to submit a return request. During this period, the payment remains pending.
The buyer can submit a return request for one of the following reasons:
- Significant difference from description or damage during transport – Seller covers return costs.
- I don’t want to keep it – Buyer covers return costs.
Once the request is submitted, it will be sent to the seller for approval. The seller can approve or reject the return. If the return is approved, the reason determines who will bear the return costs. If the item is not returned in its original condition, the seller can reject the return through the system. In such cases, the buyer may lose the right to a refund.
In case anything arises, the Vendora support team is available to assist with the process.
Still have questions or need help from Vendora Support? Send us a message.
