Know your rights - how to advertise a product

Buying online is easy, fast and fun. It is also not difficult to find interesting promotions and tempting discounts that further encourage people to buy. But what if the goods delivered do not meet our expectations or break after a few days or months? According to the law in force, every customer has the right to complain about products that are faulty and have been damaged through no fault of their own. Let us therefore find out more about consumer complaints.

Complaint and return are two different issues

At the outset, it is worth recalling that complaint goods is not the same as returning it. We return an order when we find that what we have bought does not meet our expectations, e.g. the shoes are too tight and the colour of the dress turned out to be slightly different than in the picture shown. Unused items can be returned, although of course we can try them on. If we make a purchase in an online shop, we have the right to withdraw from the purchase contract within 14 days of the transaction - without giving any reason. E-retailers usually determine the exact course of returns themselves - they usually prepare a special form to be filled in. Within 14 days of submitting the declaration, the consumer should receive a refund. However, it should be borne in mind that it is the customer who covers the return shipping costs - unless the shop has offered free shipping on its own initiative, which happens quite often these days. There are a few special situations when it is not possible to return purchased items. These are:

• the product is made to order and is personalised to the customer's wishes;
• we made the purchase from a private individual and not from a company, e.g. at an auction on Allegro;
• we bought the products as a business and took the invoice - the Consumer Rights Act does not apply to us then.

Complaint - what is it?

Now that we know a little bit about returns, it is time to discuss in more detail complaint about goods . We can always use this option - whether we have shopped online or offline. Even in cases where the online shop has not included such information on its website, although it should have. Right of complaint This also applies to sale items - unless, of course, the reduction was for a product with a defect that the seller has informed us about. However, if such a product has stopped working for reasons beyond our control, we can also claim for it.

What exactly is a complaint? In simplest terms, it is the return of purchased products in the event that they have defects of which we were not aware before purchase. It can also happen that an item breaks down after a short period of use, which is often the case with electronic equipment.

Basically, there are two types product complaints : warranty and guarantee. According to Consumer Rights Act The seller is liable for damage to the goods under the warranty - its rules apply to every shop, even stationary ones. Retailers sometimes also offer a guarantee (depending on the type of product). The exact duration of the guarantee, rules, options for repair or reimbursement are determined by the manufacturer, and all this information should be included in the terms and conditions.

Consumer warranty claims - useful information

One of the most important issues is certainly complaint period . We can file it up to two years after the purchase. We have one year from the date we notice the defect to file a complaint - ideally, of course, we should do this immediately. During the first months of using the item, the complaint will certainly be easier. If a complaint is lodged in the second year of use, the consumer will have to prove that the damage is due to the defectiveness of the goods, which can sometimes be difficult.

We have the right to complain about any item with a defect that makes the item not conform to the contract. This could be a pair of unstable heels, a pair of cracked trousers, a discoloured handbag, a non-functioning electronic device or any other defect through no fault of our own. The receipt is not the only proof of purchase, so it is not necessary to make a claim - a receipt printout, for example, is sufficient.

How to advertise a product?

If we are going to complain , our demands on the seller may include:

• repairing a broken item,
• replacing the article with a new one,
• price reduction,
• refund - in the event of serious defects or damage.

What exactly should a well-prepared complaint contain? The following elements should not be omitted:

• the identification of the parties to the contract (buyer and seller),
• the date of release of the goods,
• price and type of product,
• the circumstances in which the defect was found,
• description of the damage,
• the time when the fault became apparent,
• client requests,
• proof of purchase - the receipt or, for example, a printout of the card must be enclosed with the letter.

We have to send such a statement to the shop (in the case of buying things online) together with the goods. It is understood that consumer complaint is acknowledged if, within 14 days of its delivery, you do not receive a reply from the seller.