Consumer Law: Sale, Withdrawal, and Complaint

Before concluding the contract#

The buyer should receive clearly and without having to search through multiple documents:

• seller's identity and contact details;
• information on whether the seller is an entrepreneur;
• main product features and offer content;
• total price including taxes and all additional fees;
• delivery cost and method, execution deadline, and limitations;
• payment, withdrawal, return, and complaint procedures;
• duration of commitments, if they do not end with a one-time purchase;
• information on functionality/compatibility for digital content or services, if applicable;
• division of responsibilities between the platform and the seller.

Checkout without pitfalls#

• The summary groups items by seller.
• Each item shows price, quantity, delivery, and fees.
• The total amount matches the amount charged by PSP.
• The button to place an order clearly states "order with payment obligation" or an equivalent clear statement.
• Paid add-ons are not pre-selected.
• Links to terms and conditions and withdrawal policy are available before clicking, and a copy or confirmation is sent to the customer on a durable medium.
• The platform saves the version of the terms and conditions and the summary shown at the time of purchase.

Withdrawal from the contract#

Typically, a consumer has 14 days to withdraw from a contract concluded online. For goods, the period starts from receipt; for multiple items delivered separately, it follows the rule for the last delivery. Lack of proper information may extend the withdrawal period by up to 12 months.

The platform should provide a simple form with options to select the order and product, and upon submission, immediately confirm the request on a durable medium. The matter is then forwarded to the relevant seller, but the operator monitors deadlines and status. In an MVP, this could be the same support form and the same request record with the type "withdrawal."

The seller refunds payments, including the cost of the cheapest standard delivery offered, generally within 14 days of receiving the declaration. They may withhold the refund until they receive the goods or proof of return, whichever comes first. Exceptions to withdrawal, e.g., for custom-made products, can only be applied if they genuinely meet the criteria and the buyer was informed before purchase.

Complaint of conformity of goods with the contract#

In consumer sales, the entrepreneur is liable for any lack of conformity of the goods that becomes apparent within 2 years of delivery. The consumer may first request repair or replacement, and in statutory cases, a price reduction or withdrawal. The seller should respond to the complaint within 14 days; failure to respond implies acceptance of the complaint.

The marketplace ensures:

• submission with request category, description, evidence, and order item;
• automatic confirmation of submission date;
• submission date, 14-day deadline, and escalation before expiry – even in a daily queue or calendar;
• communication within a single thread, accessible to the customer, seller, and authorized support staff;
• seller's decision with justification and method of execution;
• handling of shipment, exchange, repair, return, and refund;
• statistics on recurring defects as a GPSR signal.

Basis and sources: UOKiK - Right to Information; UOKiK - Withdrawal Deadlines; UOKiK - Complaint and Goods Non-conformity.