Return of goods purchased online - everything you need to know

Online shopping has a number of advantages. They are fast, safe and convenient, and often give access to a more diverse assortment than that present in stationary stores. Their only drawback is that the goods cannot be touched, tried out or measured before ordering.

Fortunately, there is such a thing as a return policy, which is even essential in the e-commerce industry. How does it work? What are the privileges and responsibilities of customers and sellers? Learn all about returning goods purchased online in our article.

Why are returns so important?

You can return a product purchased online and recoup your costs. Returns are an integral part of any e-commerce business. Many sellers, especially beginners, may be afraid of them, but unnecessarily so. A smoothly functioning returns policy is essential for quality customer service. Studies show that the ability to return merchandise purchased online often encourages buyers to complete the transaction, especially for products they are not quite sure about. Knowing that they can return them, preferably free of charge, they are more likely to make a purchase. And when the package reaches them, they very often find that the product meets their expectations and is no longer sent back to the sender.

In conclusion, efficient and convenient returns of goods purchased online build trust in the store and increase its credibility in the eyes of customers. Therefore, it is worth taking care of a properly prepared returns policy that takes into account customer expectations. This is especially important in many industries, such as clothing.

Return of an online purchase - what rights does the consumer have?

Consumer law defines several important issues in the return policy that an online store must always follow. It also provides certain rights to customers of online stores. First of all, the buyer can return the goods without having to give a reason within 14 calendar days. These are counted from the moment of delivery to the recipient. Of course, this applies only to those goods that can be returned. The list of non-returnable goods is often found in the terms and conditions of the store in question, but is also specified in the consumer rights. It is worth familiarizing oneself with it before buying a particular product.

If the goods can be returned, the customer must remember that in order to be accepted, they must have no traces of use, should have all tags and must be properly packaged (in the case of some products be in the original box without signs of unsealing).

It is also worth mentioning that it is not possible to return used goods purchased online.

Returns of online purchases with GLS

Now that you know how the issue of returning goods purchased online is handled on both the customer and seller side, you're probably wondering how best to streamline the process in your e-store. You will certainly find it useful to have the support of a proven and experienced logistics company, such as GLS, with which you will implement a top-notch returns policy.

At GLS, we are well aware of the importance of taking proper care of this topic, which is why we offer a wide range of services to our business customers:

ShopReturnService - is a service for returning goods at a selected GLS Szybka Paczka point;
ExchangeService - allows you to deliver a package and pick up the goods for return at the same time - it will prove useful, for example, in various types of repair services;
Pick&ReturnService - allows you to pick up parcels from the indicated address and forward them to the sender;
Pick&ShipService - this service allows you to pick up parcels from any address and forward them to another address (delivery, for example, from a supplier to an end customer);

Learn more about GLS return service on our website and choose the best solution for your e-business.

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