MAJES / LEGAL
Returns & Withdrawal
Important: MAJES should not advertise a blanket “no returns” rule for online consumer sales. The final policy must match the actual seller, country, product and applicable law.
14-day withdrawal
For many distance contracts with EU consumers, a consumer has a statutory period to withdraw without giving a reason. For goods, the period generally runs from receipt of the goods, subject to legal exceptions.
How withdrawal should work
Before a sale, the customer should receive clear instructions explaining how to exercise the right of withdrawal, the return address, who bears the direct return cost where legally permitted, and the applicable refund process.
Condition on return
A consumer may generally examine a product to the extent necessary to establish its nature, characteristics and functioning. Excess handling can create liability for diminished value, but the statutory right is not automatically lost merely because the package has been opened.
Defective or non-conforming goods
Returns involving defects or non-conformity are different from a change-of-mind withdrawal and are handled under statutory conformity rights. The seller should not shift legally required remedy costs to the consumer.
Before launch
Add the actual return address, contact method, withdrawal form/process and operational refund timelines before accepting orders.