The customer received the package, opened it, and realized something was wrong. The product was damaged, not as described, or seemed fine at first glance, but broke after a week.
If you run an online store , this moment is a test – not only of your customer service but also of your knowledge of the regulations that apply to you. As a buyer, it's good to know what rights you have before contacting the seller.
Complaining about an online store doesn't have to evoke negative emotions on either side. If the rules are clear, deadlines are specific, and everything runs smoothly, the procedure can build customer loyalty better than many advertising campaigns. This is worth knowing – regardless of which side of the transaction you're on.
Online complaint and stationary complaint – is there a difference between them?
Online complaints are subject to the same regulations as those submitted in person at a store. The only difference is the form – the customer contacts the complaint via email or a form, and the defective goods are returned by courier.
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Consumer rights in e-commerce are clear and stem from the Consumer Rights Act and the Civil Code. As a seller, you cannot limit these rights, but you can expand them, which often works to your advantage in the eyes of buyers.
Warranty and guarantee – what is the difference?
Warranty is the seller's statutory liability for defects in goods. It lasts two years from the date of delivery and cannot be excluded in B2C relationships. Since 2023, following the implementation of the EU Goods Directive, if a defect becomes apparent within two years of purchase, it is assumed to have existed at the time of delivery. The burden rests with the seller.
A warranty is a voluntary commitment—usually from the manufacturer. Its scope and duration depend on the warranty document. A warranty does not replace a statutory warranty—the buyer can use both independently and decides which option to choose.
Complaints and returns are not the same thing
Returning goods purchased online means the right to withdraw from the contract without giving a reason - it is available within 14 days of receiving the shipment, and the seller will refund the money within the next 14 days.
Complaints concern defective goods. The buyer may request repair, replacement, a price reduction, or—if the defect is significant—withdrawal from the contract.
The right to return without reason does not apply to, among other things, digital products delivered immediately, custom-made goods or products that are perishable.
How to file a complaint in an online store step by step?
The complaints procedure in mail order sales does not have to be complicated – just make sure to meet each of the points described below.
- Report a defect to the seller – by email or via the form. Describe the fault, including your order number and purchase date.
- Specify your request – repair, replacement, price reduction or withdrawal from the contract.
- Document the defect – photos or video are your best evidence.
- Send the goods back – the cost of shipping the complaint is covered by the seller.
- Wait for a reply – the decision must be made within the statutory period of 14 days.
How much time does the seller have to process the complaint?
The seller has 14 calendar days to respond to the complaint. If the seller fails to respond, the complaint will automatically be deemed justified.
The seller's silence constitutes legal acceptance of the customer's requests. The deadline applies to the response itself, not implementation – a decision must be made quickly, even if the repair takes longer.
Seller responsibilities – what must you provide in your store?
An online store's terms and conditions must include a clear complaints procedure, including contact details, a filing method, and information about the buyer's rights. You cannot refer a customer to a manufacturer or wholesaler—you are the contracting party and responsible for the product's conformity.
It's worth considering a dedicated complaint form. It simplifies customer reporting, shortens processing time, and reduces the risk of omitting important information.
A simple complaints procedure is now a competitive advantage – customers check the returns policy before adding a product to their cart.
If you are developing multi-channel sales, it is also worth familiarizing yourself with how the Click & Collect model works and how it affects the customer experience after purchase.
The most common mistakes when filing complaints in e-commerce
On the buyer's side, this is the lack of documentation of the defect, reporting it too late (after 2 years) and not being aware that the warranty can be used regardless of the guarantee.
On the seller's side, this usually means referring the customer to the manufacturer, ignoring the 14-day response period and outdated provisions in the regulations that are inconsistent with the regulations in force from 2023.
Frequently asked questions about online complaints
Withdrawal from a contract (often simply called a return) is a consumer's statutory right to return a full-value item purchased online within 14 days, without providing a reason. A complaint (usually under warranty) occurs when the received product has a physical or legal defect—it is damaged, incomplete, or does not match the store's description.
A customer who makes a complaint about a product has the right to choose the path he or she wants to use:
- Warranty: This is the seller's mandatory, statutory liability for product defects. It typically lasts for two years from the date of delivery. This is often a safer and faster route for the consumer.
- Warranty: This is a completely voluntary commitment by the manufacturer or distributor (guarantor). Its terms, duration, and processing rules are individually specified in the warranty document.
When filing a warranty claim, the consumer has the right to request one of four solutions:
- Repairs to defective goods.
- Replacing the product with a new one, free from defects.
- Proportional price reduction (if the defect is minor and the customer wants to keep the goods).
- Complete withdrawal from the contract and refund of money (this is only possible if the defect is significant).
A seller has exactly 14 calendar days to respond to a consumer's warranty complaint. Importantly, if the store doesn't send the customer an official decision within that timeframe, Polish law automatically considers the complaint to have been accepted.
If a warranty claim is accepted, the seller bears all costs associated with the claim process. This means the store is obligated to reimburse the customer for shipping the defective goods or arrange for a courier to collect them.
Yes, but with a caveat. The law introduced the concept of a "consumer entrepreneur." This covers individuals running a sole proprietorship (SME). If such an individual makes a purchase "for their business," but the nature of the contract indicates that the purchase is unrelated to their industry and profession (e.g., a programmer buys a vacuum cleaner for the office), they have the same warranty and 14-day return rights as a regular consumer. Limited liability companies (LLCs) or joint-stock companies are not covered by this protection.
Summary
The above article covers the following topics:
- Online complaints are handled in the same way as in-store – only the form of contact and the method of returning the goods are different.
- The warranty is a statutory 2-year protection, the guarantee is a voluntary obligation – the buyer can use both independently.
- Returning goods purchased online and making a complaint are two separate rights – the first does not require justification, the second only applies to defective goods.
- The seller has 14 days to respond – failure to respond means that the complaint will automatically be deemed justified.
- The complaints procedure for mail order sales should be clearly described in the regulations and easily accessible to customers.
- Efficient complaint handling builds trust in the store more effectively than many loyalty programs.
