In e-commerce, consumers have the right to return articles purchased remotely within 14 consecutive days after receiving the goods, even without the item presenting a defect or malfunction. There are, however, exceptions to this rule, namely personalized products, alcoholic beverages, sealed goods, and audio and video recordings. In physical stores, the exchange of articles without defects is no longer mandatory by law.
When the order was sent using the standard method, it is the company's duty to refund both the value of the goods and the shipping costs paid by the consumer. The refund must be made using the same payment method used in the initial transaction, unless the consumer and merchant agree on another mechanism.
As for the costs of returning the article to the store, that is, reshipping the order, this is a matter that must be agreed between the seller and buyer. The consumer must be aware of the store's return policy at the time of purchase. If that information is not displayed, the consumer is not obligated to bear the return costs.
If the article presents a defect, the situation is different: all costs related to the return are borne by the selling company. The article is published by DECO MADEIRA, a consumer defence organization, which provides support through the telephone and electronic contacts indicated.
