The process of returning the parcel to the online retailer4 min read


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Have you ever been in one of those situations, where you would wait in front of your porch until your package gets delivered to you? You feel like the day goes slower, the clocks have stopped ticking…and then it is finally here!

Retrieve the goods to the online retailer

You have finally gotten reach to your awaited package. Could that be containing clothes, cosmetics, maybe your favourite wine, or even some spare car parts, it is here! But once you have it there, you realize it is not what you had asked for. What’s next?

Next, you might want to return your package to the online store. How does one return goods purchased on the internet? When it comes to online stores, usually they have it detailly written on their websites. However, under the EU Consumer Contracts Regulations, you have the right to retrieve goods to the online retailer up to 14 days from the day you received the goods unless otherwise agreed with the shipper.

Keep in mind to notify the retailer regarding this change!

Another thing you should pay attention to is the packaging of the shipment. You should repack the goods carefully, as if not done so, then the seller has the right to deduct a portion of your refund. We recommend using the original box you had received the goods in. If by any case, you had gotten rid of the original package, then we are here to offer you some packaging advice.

What are the exemptions to online returns?

When you retrieve the goods to the online retailer, keep in mind to have the original sealing on the wrapping. These exemptions include goods such as CDs, DVDs, software, hygiene products or any goods with a seal for health protection without being used beforehand.

What documents should you have to make the return of the goods purchased on the internet, viable?

Keep the proof of the shipping document you have received when you sent the package back. Another document you need to have is the invoice for the original purchase. Check the seller’s store to see if they have additional document list that need to be filled out.

Would I get a refund for the goods bought from an e-commerce shop?

When it comes to receiving faulty or damaged goods bought online, then yes you do get a refund. But if you had just changed your mind about the shipment, then you would have to contact the seller if they would accept a return.

In most cases, you do have to pay for the shipping cost when you want to return goods purchased on the internet. This does not apply if you had agreed otherwise with the seller.

Once you have shipped the goods back to the seller, you might want to track the order. How to do it?

It’s recommended to use the services of a courier that provides tracking services. In this way, you will be updated with information about the transit of your parcel and the process of getting a refund for the goods bought from an e-commerce shop.

We recommend keeping direct contact with the seller or the store if you encounter some difficulties tracking the order online.

If you had booked your delivery through a shipping logistics platform like Eurosender to retrieve the goods to the online retailer, then you would have to make a new booking on our website and have the package picked up from that same front porch you had waited in front. Eurosender offers access to door-to-door shipping services so you do not have to worry about having to walk outside your home on a rainy day and post it.

Several situations explain why did the package not get to the final destination. Read our article dedicated to this issue here.

Last modified: August 29, 2019

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